Crash when open Save o Open File dialog
Trapulo
crash.
All other functions are ok, and if I open a file from windows explorer I can
edit and save it.
Office 2000 works well.
My client is in an Active directory domain, with folder redirection enabled.
There is some bug in office in this scenario?
thanks
Grace Xiao [MSFT]
Thank you for your post,
I did not hear any known issue about using folder redirection will cause
Office XP crash when we go to "Save As" or "Open". However, the Office
crash issue may be related with many factors, such as a corrupt add-in, a
damaged temp file or the temp folder is full, there is some problem with
the program or with the network, etc. Since there are many causes, it may
take us some time to resolve the issue.
To narrow down the problem, I want to confirm some information with you
before going any further:
1. When Office crashed, did you receive an error message? If so, please
click the "Click Here" link or the "Detail" button and tell me the detailed
error message.
2. If we open Notepad and type some texts, go to File->Save As in Notepad
to save the file, will it crash?
3. If we log on the computer using a local administrator user account, does
this problem occur?
4. Clear the content in the following folders of the user profile, restart
the computer and check if it will crash when we go to Save As in Word.
Recent
Temp
Temporary Internet Files
5. Go to Start->Run and type "winword /a" (without quotation marks) to
start Word with the /a switch, type some text and go to File->Save As. Will
it crash this time?
6. Does this issue only occur on a specific Office XP client, or it occurs
with all computers which have Office XP installed?
With the above information, I will then be able to analyze this issue and
provide you with some suggestions. I appreciate your efforts in helping me
collect it.
I look forward to hearing from you.
Best Regards,
Grace Xiao MCSE
Online Support Professional
Get Secure! - www.microsoft.com/security
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>From: "Trapulo" <nonscr...@qui.it>
>Subject: Crash when open Save o Open File dialog
>Date: Mon, 16 Jun 2003 18:53:31 +0200
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Trapulo
news:0i85BOJN...@cpmsftngxa06.phx.gbl...
> I did not hear any known issue about using folder redirection will cause
> Office XP crash when we go to "Save As" or "Open".
I've specified it because Ive found an old post on usenet. But, in fact,
nothing on MSDN.
However, the Office
> crash issue may be related with many factors, such as a corrupt add-in, a
> damaged temp file or the temp folder is full, there is some problem with
> the program or with the network, etc. Since there are many causes, it may
> take us some time to resolve the issue.
I hope only we can solve it :-)
> > To narrow down the problem, I want to confirm some information with you
> before going any further:
>
> 1. When Office crashed, did you receive an error message? If so, please
> click the "Click Here" link or the "Detail" button and tell me the
detailed
> error message.
AppName: winword.exe
AppVer: 10.0.4524.0
ModName: mso.dll
ModVer: 10.0.4219.0
Offset: 00113e06
> 2. If we open Notepad and type some texts, go to File->Save As in Notepad
> to save the file, will it crash?
No, it doesn't
> > 3. If we log on the computer using a local administrator user account,
does
> this problem occur?
No. If we log on as local admin or domain admin the problem doesn't occur.
(However, administrators have not folder redirection enabled)
>> 4. Clear the content in the following folders of the user profile,
restart
> the computer and check if it will crash when we go to Save As in Word.
>
> Recent
> Temp
> Temporary Internet Files
It crashs again
> > 5. Go to Start->Run and type "winword /a" (without quotation marks) to
> start Word with the /a switch, type some text and go to File->Save As.
Will
> it crash this time?
Yes
> 6. Does this issue only occur on a specific Office XP client, or it occurs
> with all computers which have Office XP installed?
We installed Office XP only on this client. Other clients have Office 2000,
and we have stopped migration when we had this problem.
> With the above information, I will then be able to analyze this issue and
> provide you with some suggestions. I appreciate your efforts in helping me
> collect it.
>
I hope this can help you.
Thanks for your support.
Grace Xiao [MSFT]
Thanks for your prompt update and the detailed information.
Based on your error message, I did some further research on this issue. I
find that when I redirect the user folders to a networked location and go
to File->Save As in Word, it will save the document successfully on the
shared folder. Therefore, I did not reproduced this issue.
Now let's try the following steps to diagnose this issue further:
Step 1
---------
I assume the problematical computer is named as computer1, please create a
shared folder named as "share" on this problematical computer.
1. Log on the computer using a domain user account, go to Start->Run and go
to the
"HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\User
Shell Folders" registry.
2. Select the User Shell Folders registry and go to File->Export to export
it for backup. (If we want to restore this registry later, we can double
click the .reg file to restore it.)
3. Set "\\computer1\share" for the following registries temporally. (Note:
please replace "computer1" with the real name of the problematical computer)
AppData
Desktop
Personal
My Pictures
Start Menu
4. Restart Word, type some text and go to File->Save As in it. Will it hang
up at this point?
Step 2
---------
1. Create a test folder on the C drive of the problematical computer.
2. Go to the
HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\User
Shell Folders" registry and set C:\test in the Personal registry.
3. Restart Word and go to File->Save As to save a file.
Can it save the file to the C:\test folder or it will hang up again at this
time?
For more information about Folder Redirection registries, we can refer to
the following KB article:
242557 Registry Settings for Folder Redirection in Windows
http://support.microsoft.com/?id=242557
Step 3
---------
Based on my research, the mso.dll error has many causes. One of them is due
to a corrupt user profile. I understand we do not encounter the problem
when using a local admin or domain admin accounts but folder redirection is
not enabled in these accounts.
To double check if the current domain user profile is corrupt, let's use
another domain user's account to log on this computer (it will create a new
user profile on it). and then go to Save As in Word. Will Word hang at this
time?
Additionally, I want to confirm the following information with you:
1. What operating system are you using on the specific computer?
2. Go to Start->Run and type eventvwr to open Event Viewer, select
Application and go to Action->Save log file as, save it as an .evt file and
send it to me. Use the same step to save the Security and system event logs.
3. If we go to File->Save As in Excel, the error message also related to
the mso.dll file, right?
If anything is unclear, feel free to let me know. I am looking forward to
your further information.
Best Regards,
Grace Xiao MCSE
Online Support Professional
Get Secure! - www.microsoft.com/security
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>From: "Trapulo" <nonscr...@qui.it>
>References: <OnUwGdCN...@TK2MSFTNGP12.phx.gbl>
<0i85BOJN...@cpmsftngxa06.phx.gbl>
>Subject: Re: Crash when open Save o Open File dialog
>Date: Tue, 17 Jun 2003 22:02:01 +0200
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Grace Xiao [MSFT]
Thanks for your detailed information and I appreciate all your efforts on
this issue.
Based on the Q242557 KB article, if we enable the folder redirection via
domain Group Policy, it will also set the customized setting for the
registry keys under the
"HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\User
Shell Folders" registry. This is the main reason I suggested you to
manually edit these registry keys last time. I changed the registry
directly on my side to do the test previously.
Based on your last sentence, I understand if the user change the default
path in Excel, it will work fine. Now if we go to Tools->Options and choose
File locations in Word, and then change the path of the Documents option,
will it also solve this issue in Word?
If the problem persists in Word, would you please tell me which path the
user changed to in Excel?
I am looking forward to your further results. Thanks again for working with
me on this issue!
Best Regards,
Grace Xiao MCSE
Online Support Professional
Get Secure! - www.microsoft.com/security
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>From: "Trapulo" <nonscr...@qui.it>
>References: <OnUwGdCN...@TK2MSFTNGP12.phx.gbl>
<0i85BOJN...@cpmsftngxa06.phx.gbl>
<#WFRWtQN...@TK2MSFTNGP12.phx.gbl>
<E2Oq7tXN...@cpmsftngxa06.phx.gbl>
>Subject: Re: Crash when open Save o Open File dialog
>Date: Wed, 25 Jun 2003 22:06:32 +0200
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>
>"Grace Xiao [MSFT]" <gra...@online.microsoft.com> wrote in message
>news:E2Oq7tXN...@cpmsftngxa06.phx.gbl...
>> Based on your error message, I did some further research on this issue. I
>> find that when I redirect the user folders to a networked location and go
>> to File->Save As in Word, it will save the document successfully on the
>> shared folder. Therefore, I did not reproduced this issue.
>
>Ok. Have you made it with Group Policy? We make it with domain
>configuration.
>Yes, it hangs.
>Then, if I delete the share folder, it reports that a critical directory is
>missing, so I think it has read the new configuration.
>
>
>> Step 2
>> ---------
>> 1. Create a test folder on the C drive of the problematical computer.
>> 2. Go to the
>> HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\User
>> Shell Folders" registry and set C:\test in the Personal registry.
>> 3. Restart Word and go to File->Save As to save a file.
>>
>> Can it save the file to the C:\test folder or it will hang up again at
>this
>> time?
>
>We have used c:\test, and it is the same.
>In fact this seems strange to me. I think I'll try again tomorrow.
>
>>
>> Step 3
>> ---------
>> Based on my research, the mso.dll error has many causes. One of them is
>due
>> to a corrupt user profile. I understand we do not encounter the problem
>> when using a local admin or domain admin accounts but folder redirection
>is
>> not enabled in these accounts.
>>
>> To double check if the current domain user profile is corrupt, let's use
>> another domain user's account to log on this computer (it will create a
>new
>> user profile on it). and then go to Save As in Word. Will Word hang at
>this
>> time?
>>
>
>We have tried with an other domain user (same organization unit), and it
>hanks.
>With the local admin user it works well.
>
>> Additionally, I want to confirm the following information with you:
>>
>> 1. What operating system are you using on the specific computer?
>>
>
>windows 2000 professional
>
>> 2. Go to Start->Run and type eventvwr to open Event Viewer, select
>> Application and go to Action->Save log file as, save it as an .evt file
>and
>> send it to me. Use the same step to save the Security and system event
>logs.
>>
>
>I attach them. I forgot the security (now I'm not at the right pc):
tomorrow
>I send it to you.
>
>
>> 3. If we go to File->Save As in Excel, the error message also related to
>> the mso.dll file, right?
>
>It's happened a strange think: a user has changed the path in excel, and
now
>it works.
>
>Thanks
>
>
>
>
Trapulo
> Hi Trapulo,
>
> Thanks for your detailed information and I appreciate all your efforts on
> this issue.
Thank you for your help.
> Based on the Q242557 KB article, if we enable the folder redirection via
> domain Group Policy, it will also set the customized setting for the
> registry keys under the
> "HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\User
> Shell Folders" registry. This is the main reason I suggested you to
> manually edit these registry keys last time. I changed the registry
> directly on my side to do the test previously.
Ok.
> Based on your last sentence, I understand if the user change the default
> path in Excel, it will work fine.
Yes
Now if we go to Tools->Options and choose
> File locations in Word, and then change the path of the Documents option,
> will it also solve this issue in Word?
We can't make it, because when we try to change the path, Word crashes as
same as when we open "save as" or "open file" windows.
> If the problem persists in Word, would you please tell me which path the
> user changed to in Excel?
There is a network path that points to an other server.
The only "visibile" difference I can see is that the first path (the one
that Word crash with) is on a "hidden" folder: \\server.domain\$users\....,
and the second (the one with excel works) is on a visible foder:
\\otherserver\files.
We have installed an other Office 2000 on an other workstation (win2000 pro,
with office 97 installed). Using a different domain user (that is also local
administrator for this machine), we have the same exact problem. We have
tried with the user placed in our normal organization unit (with some group
policy restriction enabled), and placed in other OU without any group policy
limitations.
thank you also
Grace Xiao [MSFT]
I appreciate your persistence and efforts on this issue.
Based on your information, I suspect the Word hang issue may be related to
the specific network path set in Word. If we configure the group policy to
set \\otherserver\files as the default path for Save As and then restart
one computer using a domain user account, will the user automatically save
files to \\otherserver\files from both Notepad and Word? If so, will Word
crash this time?
Meanwhile, let's create a new domain user account in the OU without any
group policy limitations, and then use this new user account to log on a
client, can he use Word smoothly?
I look forward to your further results. Have a nice weekend!
Grace Xiao MCSE
Online Support Professional
Get Secure! - www.microsoft.com/security
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>From: "Trapulo" <nonscr...@qui.it>
>References: <OnUwGdCN...@TK2MSFTNGP12.phx.gbl>
<0i85BOJN...@cpmsftngxa06.phx.gbl>
<#WFRWtQN...@TK2MSFTNGP12.phx.gbl>
<E2Oq7tXN...@cpmsftngxa06.phx.gbl>
<O7OGMV1O...@TK2MSFTNGP10.phx.gbl>
<J1XCJM8O...@cpmsftngxa06.phx.gbl>
>Subject: Re: Crash when open Save o Open File dialog
>Date: Sat, 28 Jun 2003 13:01:27 +0200
>Lines: 58
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>Xref: cpmsftngxa06.phx.gbl microsoft.public.office.setup:72025
>X-Tomcat-NG: microsoft.public.office.setup
Trapulo
> Hi Trapulo,
>
> I appreciate your persistence and efforts on this issue.
I may resolve it, or I may give back office :-)
> Based on your information, I suspect the Word hang issue may be related to
> the specific network path set in Word. If we configure the group policy to
> set \\otherserver\files as the default path for Save As and then restart
> one computer using a domain user account, will the user automatically save
> files to \\otherserver\files from both Notepad and Word? If so, will Word
> crash this time?
> Meanwhile, let's create a new domain user account in the OU without any
> group policy limitations, and then use this new user account to log on a
> client, can he use Word smoothly?
I've not tried the first thing, but I've created a new user in the standard
"users" OU, and with this user Word runs without problem. So I think really
is a problem with the path, but what can be?
However I'll try to redirect folder with group policy to a different share
too.
thanks
Grace Xiao [MSFT]
Glad to hear we have made some progress on troubleshooting this issue.
It is possible the original shared folder is corrupt or has too many files
in it. When Word open the shared folder in the Save As dialog box, it will
retrieve data from the folder. Therefore, if one file is corrupt in this
folder or this folder contain a lot of subfolders/files, we may encounter
performance issue.
Personally I think we can first try to create a new folder which has the
similar folder structure as the original folder, and then configure it in
the Group Policy. If it does not work, let's use a shared folder with
shorter path and check again.
Also I doubt if the "\\server.domain\$users\..." is a real hidden folder.
As I know, if users is a hidden folder, I should use
"\\server.domain\user$", not use "$users".
Therefore, if you put \\server.domain in Start->Run, will it show the
"users" folder?
Hope the above information helps. Feel free to let me know if you get any
other finding. It is my pleasure to work with you on this issue. :-)
Sincerely yours,
Grace Xiao MCSE
Online Support Professional
Get Secure! - www.microsoft.com/security
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>From: "Trapulo" <nonscr...@qui.it>
>References: <OnUwGdCN...@TK2MSFTNGP12.phx.gbl>
<0i85BOJN...@cpmsftngxa06.phx.gbl>
<#WFRWtQN...@TK2MSFTNGP12.phx.gbl>
<E2Oq7tXN...@cpmsftngxa06.phx.gbl>
<O7OGMV1O...@TK2MSFTNGP10.phx.gbl>
<J1XCJM8O...@cpmsftngxa06.phx.gbl>
<umZvhSWP...@TK2MSFTNGP10.phx.gbl>
<XJo1EGvP...@cpmsftngxa09.phx.gbl>
>Subject: Re: Crash when open Save o Open File dialog
>Date: Tue, 1 Jul 2003 09:12:49 +0200
>Lines: 29
>X-Priority: 3
>X-MSMail-Priority: Normal
>X-Newsreader: Microsoft Outlook Express 6.00.2800.1158
>X-MimeOLE: Produced By Microsoft MimeOLE V6.00.2800.1165
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>Xref: cpmsftngxa09.phx.gbl microsoft.public.office.setup:5484
>X-Tomcat-NG: microsoft.public.office.setup
Trapulo
> Hi Trapulo,
>
> Glad to hear we have made some progress on troubleshooting this issue.
>
> It is possible the original shared folder is corrupt or has too many files
> in it. When Word open the shared folder in the Save As dialog box, it will
> retrieve data from the folder. Therefore, if one file is corrupt in this
> folder or this folder contain a lot of subfolders/files, we may encounter
> performance issue.
>
> Personally I think we can first try to create a new folder which has the
> similar folder structure as the original folder, and then configure it in
> the Group Policy. If it does not work, let's use a shared folder with
> shorter path and check again.
>
We have removed the folder redirection policy. Then we have changed in the
registry the paths, started word, changed the default document path,
resetted the registry paths to original values. Now word is working, and we
are using the original server path to save the user data profile. When (if)
there will be free time, we'll try to create a new server directory and
restore automatic folder redirection.
thanks
Grace Xiao [MSFT]
Thanks for your update. I am glad to hear Word is working now.
Please take your time to new a new server. If you need further assitance on
this issue, please feel free to contact me.
Good luck!
Best Regards,
Grace Xiao MCSE
Online Support Professional
Get Secure! - www.microsoft.com/security
=====================================================
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>From: "Trapulo" <nonscr...@qui.it>
>References: <OnUwGdCN...@TK2MSFTNGP12.phx.gbl>
<0i85BOJN...@cpmsftngxa06.phx.gbl>
<#WFRWtQN...@TK2MSFTNGP12.phx.gbl>
<E2Oq7tXN...@cpmsftngxa06.phx.gbl>
<O7OGMV1O...@TK2MSFTNGP10.phx.gbl>
<J1XCJM8O...@cpmsftngxa06.phx.gbl>
<umZvhSWP...@TK2MSFTNGP10.phx.gbl>
<XJo1EGvP...@cpmsftngxa09.phx.gbl>
<uvy$b#5PDHA...@tk2msftngp13.phx.gbl>
<PtzbHh8P...@cpmsftngxa09.phx.gbl>
>Subject: Re: Crash when open Save o Open File dialog
>Date: Tue, 22 Jul 2003 12:38:08 +0200
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>Xref: cpmsftngxa06.phx.gbl microsoft.public.office.setup:73023
>X-Tomcat-NG: microsoft.public.office.setup