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Since earlier this afternoon, I cannot open ANY of my Word…

Customer Question
Since earlier this afternoon...

Since earlier this afternoon, I cannot open ANY of my Word .docx files, including files I've opened before. I keep getting a message about possible invalid files names (they're not invalid) as well as (sometimes) another message about changes to the "normal template". Please HELP! I seem to be losing important work content. I am using a Mac Air and use Word for Mac,

Technician's Assistant: Just to clarify, what's the make and model of your computer? And what version of Word are you using?

Let me check for you. It's a MacBook Air purchased 2 years ago. How do I find out the version of Word I'm using? I know that I use .docx

Technician's Assistant: When did you purchase your Apple? What troubleshooting have you tried?

I purchased my Apple around August/September 2015. When I tried to trouboleshoot, I got nowhere fast.

Technician's Assistant: Anything else you want the Microsoft Office Expert to know before I connect you?

I did update my Apple computer a couple of days ago to the latest, Mountain Lion, I think it's called, but I had no problems until today. Also, I see at the top right of my Desktop a new icon/picture that looks like a grey machine of some kind with the following beneath the graphic: a backward slash, then b b bv. Have never seen this before.

Submitted: 8 months ago.Category: Microsoft Office
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Answered in 2 minutes by:
11/16/2017
Microsoft Office Technician: Jason Jones, Computer Technician replied 8 months ago
Jason Jones
Jason Jones, Computer Technician
Category: Microsoft Office
Satisfied Customers: 19,238
Experience: Over 10 years work experience.
Verified

Hello,
I look forward to helping you today.

If you create a new word document and save it, are you able to re-open it?

I will be standing by, looking forward to your response.
Thank you,
Jason

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Customer reply replied 8 months ago
No, I cannot save anew .docx file. A message pops up saying the file name is invalid ( named it Today). Also, when I press save as, much of what appears on the screen is not ‘live’, if you get what I mean.
Microsoft Office Technician: Jason Jones, Computer Technician replied 8 months ago

Thank you for the update. May I connect with you remotely to troubleshoot the issue directly? When the remote session begins, we will be able to communicate back and forth via a chat window that will appear on your computer screen.

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Customer reply replied 8 months ago
No, but thank you.
Microsoft Office Technician: Jason Jones, Computer Technician replied 8 months ago

Thank you. In such cases, more often than not, people prefer the remote option which is why I offered it.

What have you done in order to attempt to fix the problem? It sounds like the installation instance of Office is faulting. Have you tried reinstalling Office, yet?

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Customer reply replied 8 months ago
No, I haven’t but perhaps I’ll try tomorrow. Right now I need to attend to my children. Thanks for your time.
Microsoft Office Technician: Jason Jones, Computer Technician replied 8 months ago

Thank you. Please, do that and update me with the status of your problem when you have time.

- Jason

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