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Mike, Mac Medic
Category: Mac
Satisfied Customers: 8996
Experience:  Over 20 years IT experience with Apple computers in publishing, marketing and design.
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On my i-Mac, Word will not open. Excel works ok

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On my i-Mac, Word will not open. Excel works ok
Hi and Welcome. My Name is XXXXX XXXXX I look forward to assisting you today with your question.

Before we start, please remember these things. It may take more than one step/answer to solve a problem. So If my answers didn’t work or if you are not satisfied, please don’t Rate my answer as Bad or Poor Service, but please Reply back to me by clicking the “Continue Conversation” or “Reply” button and I will gladly continue to help. Remember, you are rating my Service to you and Not the Outcome of the answer or this website.

What version of Office is this ? What happens when you open Word ?
Customer: replied 4 years ago.

Office v.X student and teacher version 2003

When trying to open Word, the "Word" logo opens and then disappears. The Word program does not open.

Excel works ok

What version of Mac OS X are you using ? When did this problem started ?
Customer: replied 4 years ago.

Version: Microsoft Office v.X for Mac Student and Teacher Edition (2003?).

Problem started about one week ago

What version of Mac OS X are you using (not Office version) ? Click on the Apple icon and select About This Mac. That should tell you the version number
Customer: replied 4 years ago.

Mac 10.4.11

First we can reset the old preference files of Word.

Goto Macintosh HD/Users/home folder/Library/Preferences/ folder and trash com.Microsoft.word.plist (Don't Empty the trash)


Goto Macintosh HD/Users/home folder/Library/Preferences/Microsoft/ and trash the whole folder Office200x or Office folder (x is the version number)

Also delete the normal template..

Goto Macintosh HD/Users/home folder /Library/Application Support/Microsoft/Office/User Templates/ and trash "Normal.dotm

Then goto Applications > Utilities folder and open Disk Utility. In Disk Utility, select your hard disk in left column. Then Verify Disk and then Repair Disk. Then Repair Permission. Restart Word

Please let me know if that didn't work, so we can continue troubleshooting. Don't Rate my answer until you are satisfied

Customer: replied 4 years ago.

Did not work.

I found "" in Macintosh HD subset "Susan" and put that into trash.

On Macintosh HD the Users folder only shows "Shared" and inside that "America Online" "Faxes" and "GarageBand Demo Songs" folders

There is no "home folder" in Macintosh HD


Can you get on my computer remotely online ???

Customer: replied 4 years ago.
Relist: Other.
The instructions received did not work.
Can anyone get at my computer remotely - to check the problem on line?
Open Excel and go to Help / Check for updates. Let me know if there are any updates available.
Customer: replied 4 years ago.

I went online for updates - it shows available updates 2004 11.6.0 to 11.6.6

I have Office v.X Mac Student/Teacher edition, 2003

Would the available download work? Which ones should I download? I have an iMac 10.4.11

You should download whatever it tells you to.
Customer: replied 4 years ago.

??? I get a message "you have received an answer" (from Mike) but clicking on that gets me nowhere!

What's wrong?

What should I do?

Install whatever the updater tells you to install
Customer: replied 4 years ago.

Which of the versions listed should I try to install?

If you went to Excel / Help / Check for Updates it should only give you one. Can you give me the website address you are looking at?
Customer: replied 4 years ago.

Try starting from the top it won't let you install if you need a different version:

Microsoft Office 2004 for Mac 11.6.6 Update >

Customer: replied 4 years ago.

I downloaded an update but nothing works.

What's next

So it installed ok? The 11.6.6 Update?
Customer: replied 4 years ago.

It downloaded but did not install

You have to install it of course. .
Customer: replied 4 years ago.

I tried to install of course but it did not work

What was the error message? You will have to go down the list until you get one that will install, then install the ones you have already downloaded after, unfortunately there is no easier way with Office 2004.
Customer: replied 4 years ago.

I have to go now.

How can I get back to you later?

Yes just bookmark this page.
Customer: replied 4 years ago.

Still no resolution.

I found "" in Macintosh HD subset "SUSAN" and put that into Trash.

On "Macintosh HD' the "Users" folder only shows:

- Shared

-America Online

- Faxes

- GarageBand Demo Songs

There is no "home folder"

Customer: replied 4 years ago.
Relist: Inaccurate answer.
Please see my last reply
When you open any folder... on the left you will see an icon that looks like a house that is your "Home" folder and it should be your username. If your username folder is not in Macintosh HD / Users you have serious problems. Let me know
Customer: replied 4 years ago.

Are you referring to opening the Macintosh HD hard drive icon? There I find a house icon called "Susan" - as I told you earlier, that's where I found "" and put that into Trash.


??? I've never seen an icon that looks like a house when I open any regular folder. When I open any folder, I see the folder, listing what's in it.

Ok but the folder Susan should be in Users folder not in Macintosh HD
Customer: replied 4 years ago.

The house icon "Susan" is where it has always been since we got the Mac.

The icons and descriptions on the Macintosh HD folder show: one under the other:

Macintosh HD





Are you referring to the column on the left? I am referring to your hard drive icon:

if you open Macintosh HD (above) then you open Users that is where Susan folder should be.
Ok forget all that for now go to Applications / Microsoft Office 2004 / Additional Tools run Remove Office. Then reinstall from your disk and update as necessary in Word / Help / Check for Updates once installed. Let me know after
Customer: replied 4 years ago.

"Applications" lists a Microsoft Office X folder (not 2004). I do not find "Remove Office" (have been looking for just something like that !!!)

Oh then it is older than the 2004 version sorry you told me it was 2003-4. That is too old there are no updates listed. Do you have the original disk?
Customer: replied 4 years ago.

It's Word version 10.1.4

I have the original disc "Office:mac student and teacher edition v.X"

Follow the directions here to uninstall Office then reinstall from disk:
Customer: replied 4 years ago.

Mike: thanks for your advice. Before trying that (disinstalling all of Microsoft and re-installing) I better back up all of my files - in case something crashes - and then clear out most of them. That is taking me a while - as you can tell, I'm no great expert, even though we've had Macs from the MacPlus on up. I'll get back to you as soon as I have results. Repeat question: is there any way you can access, analyze and manipulate my Mac remotely via internet?


No sorry I can't. Let me know.
Removing Office will not remove any of your documents just the Office apps.
Mike, Mac Medic
Category: Mac
Satisfied Customers: 8996
Experience: Over 20 years IT experience with Apple computers in publishing, marketing and design.
Mike and other Mac Specialists are ready to help you
Customer: replied 4 years ago.

Thanks for sending me the instructions. Finally figured things out, uninstalled and re-installed all of Microsoft, which now seems to work.

This took a while but I guess at age 85 I've slowed down quite a bit! Will get back to you if any more problems.

Thanks again

Ok great!!!

If you are satisfied, please kindly Accept and provide OK Rating - or Above. Thanks. If not please Reply to Expert and let me know, I am here until we can fix the problem.