![]() ![]() They were able to recover the original file from her email and were able to save and edit the new copy of the document without Word crashing. The only way to break out of the cycle was to get the saved state out of the loop, which allowed Word to launch without trying to open the corrupted file.įortunately, the document in this case was a file that the user had received that day via email from a colleague. Saved state told it to open this file CRASH. On restart, it queried the saved state again. When Word tried to open the file, it crashed instantly. When Word launched, it queried the saved state which told it to open this file. In the initial crash, the file had somehow corrupted.Īfter that, Word got trapped in a cycle. When I asked her to open the file in question, Word instantly crashed with an EXC_BAD_ACCESS error. My user had been editing a file when Word initially crashed. After that, Word launched without a single error. Then I went into /Users/username/Library/Saved Application State and moved the folder to the folder on the user’s desktop where I had been storing the other files that I had moved. I stopped at that point and just thought through the process for a minute or so. Why? How? All the work I had done should have cleared out Word’s listing of recent files. But this time, I caught a small “opening file” screen that was gone in an eyeblink because Word crashed immediately after the screen appeared. While still booted from the utility NetBoot, running DiskWarrior and a permissions repair on the user’s boot drive to make sure all my bases were covered.Īfter rebooting from NetBoot back to the user’s boot drive, I asked my user to log in again and relaunch Word. Booting from a NetBoot utility disk and clearing the contents of the following cache folders on the user’s boot drive:ĥ. Renaming /Users/username/Library/Application Support/Microsoft to /Users/username/Library/Application Support/Microsoft_backup to force the OS to create a new /Users/username/Library/Application Support/Microsoft folder with default settings.Ĥ. Moving all of the various com.microsoft preference files and the Microsoft folder from /Users/username/Library/Preferences to the folder I had set up on the Desktop.ģ. Result: Word launched fine and without errors while logged in from the local admin.Ģ. Logging in as my local administrator to confirm that issue seemed to be confined to the user’s account. I then spent the next hour doing the following:ġ. They hadn’t, Word had crashed before being able to detect that those files were not there. I double-checked to make sure that both the files I had moved had not recreated themselves. Then I logged the user out, asked them to log back in and had them relaunch Word. Users/username/Library/Application Support/Microsoft/Office/User Templates/Normal.dotm ![]() So this time, I moved the following files to a new folder that I created on the user’s desktop: When this error has cropped up in the past, I’ve fixed it in the past by removing Word’s Normal.dotm template from /Users/username/Library/Application Support/Microsoft/Office/User Templates or removing the com.microsoft preference files for the affected application from /Users/username/Library/Preferences. None of her other Office 2011 applications were exhibiting the behavior it was specific to Word 2011. One of our users sent in a ticket to report that Word 2011 on her laptop kept crashing with an EXC_BAD_ACCESS error. I had an interesting issue crop up yesterday. ![]()
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