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SUMMARYThis document presents a systematic approach to eliminating exception error messages in Microsoft Word 97 for Windows running under Microsoft Windows 95. MORE INFORMATIONWHAT IS AN EXCEPTION ERROR?An exception error signifies that something unexpected has happened within the Windows environment, typically an improper memory access. For example, an application or a Windows component might read or write to a memory location that has not been allocated to it (memory that it does not "own"), potentially overwriting and corrupting other program code in that area of memory.Fatal exception errors are typically of the form: Fatal exception errors are codes returned by a program in the following cases:
In the following example of a fatal exception error the <XY> represents the actual processor exception from 00 to 0F. The xxxx:xxxxxxxx represents the enhanced instruction pointer to the code segment and the 8-bit address is the actual address where the exception occurred. When working with Microsoft Word 97, the most common error message you get if the program "crashes" is an Invalid Page Fault (IPF). The error message will be similar to: If you click Details, you receive the following error message: After you click OK, the program is shut down. For more in-depth information about exception errors, please see the following articles in the Microsoft Knowledge Base: Q150314 What Are Windows 95 Fatal Exception Errors GETTING CLUES FROM THE ERROR MESSAGEThe first clue as to the cause of an IPF is in the IPF error message that is displayed. The error message is similar to:If you click Details, you receive the following error message: After you click OK, the program is shut down. Note the module name that is listed. If the module name is Winword.exe, then you must continue searching for the cause. Sometimes, however, the module name is a printer driver file, a video driver file, or some other non-Word component. If you can gather clues about the component that is causing the IPF, then you can target the specific cause of the problem. If the module name is something that sounds familiar to you, such as a printer driver or a video driver, see the "Troubleshooting IPFs That Occur While Printing or Formatting the Document" section of this article and use those troubleshooting steps. If the module name does not sound familiar or if you are unsure of which component it is a part of, you can query in the Microsoft Knowledge Base on the module name and you may get more information on it. Once you get to the Microsoft Knowledge Base Web page, use the following parameters for your query: Product: Any ProductFor more information about searching for information in the Microsoft Knowledge Base, please see the following article: Q129725 Obtaining Knowledge Base Articles on the World Wide WebSometimes, removing and reinstalling the file mentioned in the IPF corrects the problem. If this does not correct the problem, or if you aren't sure how to remove and reinstall the file, continue troubleshooting. GETTING CLUES FROM WHEN THE ERROR OCCURSSometimes, noting when the error occurs can be very useful in determining the cause of the problem. For example, if the error occurs when printing the document, you should skip to the "Is the Printer Driver Damaged?" section of this article and try those steps first. If the error occurs when you start Word, then you should skip to the "Troubleshooting IPFs That Occur During Startup" section of this article. Otherwise, continue troubleshooting.If, after trying those steps, the error is not resolved, continue troubleshooting at the beginning of this article and work through the steps systematically. The goal is to try to get clues as to the cause of the problem and resolve it quickly, by trying the most likely solutions first. DETERMINING THE SCOPE OF THE PROBLEMA key part of troubleshooting IPFs is to determine how widespread the problem is. The following questions must be answered in order to effectively solve the problem:
Is the Problem Reproducible?If you were told to sit down at the computer and make the error happen in a reasonable amount of time, could you? The process of solving an IPF is to try a solution and then attempt to make the IPF occur again. If the error goes away, then you can assume you have solved the problem. If the error still occurs, then you know you need to continue troubleshooting the problem.If the error is not easily reproducible, then the best you can do is to try each of the solutions one at a time. After you try one solution, go back To Word and work with the program for a while until you feel comfortable that the problem has been solved. If the problem has not been solved, try another possible solution. Along the way, keep track of the solutions you have tried and their results, so you know which solutions have been tried and which have not. Remember, if the IPF occurs when you do specific things in Word or the document, you may get some clues about which solutions to try first. Does the Problem Occur in Other Applications?If the problem occurs in other applications besides Word, then most likely, the problem is not with Word, but rather with Windows, a component of Windows, or a piece of software that is running in the background. While some of the troubleshooting tips and possible solutions in this article may be of help, the focus of this article is to resolve IPFs that are specific to Word. For more information about troubleshooting errors that are not specific to Word, please see the "Windows 95 Support" section of this article for other resources that may be of assistance. If the problem is specific to Word, that is, if it does not occur in Other applications, then this article is targeted to resolve the problem.Are There Specific, Known Issues Causing This Problem?There are some known issues with Word 97 that may cause IPFs under specific circumstances. For more information on specific causes of IPFs in Microsoft Word 97, query on the following words in the Microsoft Knowledge Base:
For information about finding articles in the Microsoft Knowledge, please
see the following article:
Q129725 Obtaining Knowledge Base Articles on the World Wide WebIf none of the articles in the Microsoft Knowledge Base describe your problem, please continue troubleshooting your problem using the information in this article. Does the Problem Only Affect a Certain Document?If the IPF is specific to a certain document, the document may be damaged. To test this, try creating a brand new, empty document based on Normal.dot and reproducing the error in the new document.If the error also occurs in the new document, then you know the problem is not related to a damaged document. Skip this section of the article and move on to the next section to continue troubleshooting the problem. If the error does not occur in a new document, the original document may be damaged. The following article in the Microsoft Knowledge Base discusses procedures that may be used to correct a damaged document: Q87856 WD: Troubleshooting Damaged Documents in Word for WindowsSummary of Steps to Troubleshoot a Damaged Document
TROUBLESHOOTING IPFS THAT OCCUR DURING STARTUPThis section discusses methods to resolve IPFs that occur when you start Word.Start Word with the DefaultsDuring startup, two of the events that occur are the loading of the registry Data key and the Normal.dot global template. If either of these items is damaged, Word may fail to start. You can temporarily bypass these items by starting Word with the /a switch. To do this, follow these steps:
If Word starts correctly, you have found that the problem is with a damaged Registry Data key or a Normal.dot global template. Follow the steps in the following section of this article "Set Word Back to the Default Settings." If Word fails to start correctly, continue to start Word with the /a switch where indicated, skip the next section of this article and continue troubleshooting. Set Word Back to the Default SettingsDeleting the Data Key:Note: Deleting the Data key resets several options back to their default settings, including the File menu MRU (most recently used) list, and many settings in the Options dialog boxes. To delete the Data key, follow these steps:
Note: Renaming the Normal.dot template will reset several options back to their default settings, including custom styles, custom toolbars, macros, and AutoText entries. For this reason, it is strongly recommended that you rename the Normal.dot file rather than deleting it. Certain installations may yield more than one legitimate Normal.dot file. These situations include multiple versions of Word running on the same computer or several workstation installations on the same computer. In these situations, pay special attention so that you rename the correct copy of Normal.dot. To rename the Normal.dot file, follow these steps:
For more information about using the organizer, click the Office Assistant, type "using the organizer," click Search, and then click "Use settings from another document or template." If Word fails to start correctly, continue troubleshooting using the steps in the following section of this article. Clear Out the Startup GroupWord has the ability to automatically load templates and WLLs (Word libraries) at startup. These files give Word added functionality. If one of these files is damaged, it could cause an IPF when you start Word. To correct this problem, follow these steps:
If Word fails to start correctly, continue troubleshooting using the steps in the following section of this article. Is the AutoCorrect List Damaged?The AutoCorrect (ACL) file is used to correct commonly misspelled words as they are being typed. A damaged ACL file will generate the following error message when Word is started:If you click Details, you receive the following error message: To correct this problem, please see the following article in the Microsoft Knowledge Base: Q160552 OFF97: Errors Caused by Corrupted ACL FilesIf Word starts correctly, you have resolved the problem. The problem was a damaged AutoCorrect (ACL) file. If Word fails to start correctly, continue troubleshooting using the steps in the following section of this article. TROUBLESHOOTING IPFS THAT OCCUR WHILE PRINTING OR FORMATTING THE DOCUMENTAnother category of IPFs can occur while you are printing or formatting the document. These actions trigger the use of several Windows components, including the printer driver and video driver.Is the Printer Driver Damaged?Word frequently queries the printer driver for information it needs when formatting and printing the document. A damaged printer driver can cause an IPF.Most non-postscript (PCL) printer drivers use a common core file called the Unidrv.dll. This includes Microsoft Fax and Generic/Text Only. For this reason, if you are using a PCL printer driver and wish to troubleshoot the printer driver, it is necessary to install a non-PCL printer driver. Almost all postscript printer drivers use a common core file called Pscript.drv. For this reason if you are using a postscript printer driver and wish to troubleshoot the printer driver, it is necessary to install a non- postscript printer driver. To correct this problem, install a different printer driver by following these steps:
If Word fails to start correctly, continue troubleshooting using the steps in the section of this article entitled "Is It the Video Driver?" Remove and Reinstall the PrinterNOTE: The following steps may require your Windows 95 disks or CD, or the printer driver files supplied by the manufacturer of the printer. To remove and reinstall the printer driver, follow these steps:
If Word fails to start correctly, continue troubleshooting using the steps in the following section of this article. Is It the Video Driver?Word frequently queries the video driver for information it needs when formatting and printing the document. A damaged video driver could cause an IPF. To correct this problem, install a different video driver by following these steps:
For information about how to contact the manufacturer, please see the following articles in the Microsoft Knowledge Base: Q65416 Hardware and Software Third-Party Vendor Contact List, A-K Q60781 Hardware and Software Third-Party Vendor Contact List, L-P Q60782 Hardware and Software Third-Party Vendor Contact List, Q-ZThe third-party contact information included in this article is provided to help you find the technical support you need. This contact information is subject to change without notice. Microsoft in no way guarantees the accuracy of this third-party contact information. If Word fails to start correctly, continue troubleshooting using the steps in the section of this article entitled "Troubleshooting IPFS That Occur While Working in the Document." TROUBLESHOOTING IPFS THAT OCCUR WHILE WORKING IN THE DOCUMENTAnother category of IPFs can occur while you are working in document. Events such as pressing the SPACEBAR while typing or pressing ENTER on the keyboard trigger the use of several components, such as the custom dictionary, AutoCorrect, AutoFormat, and the spelling and grammar checkers. This section of this article addresses these possibilities.Is the Custom Dictionary Damaged?When you type a space or press the ENTER key on the keyboard, the background spelling checker will attempt to check the word. If it does not find the word you typed in the main dictionary, it will check the custom dictionary. When you run a spell check and click Add to add a word to the spelling dictionary, the word is actually added to the custom dictionary. If the custom dictionary gets damaged for some reason, it can cause an IPF when you start to check spelling. To correct this problem, follow these steps:
If Word fails to work correctly, continue troubleshooting using the steps in the "Is It The AutoCorrect (ACL) File?" section of this article. Adding Words Back to the Custom DictionaryTo add words from an old custom dictionary (or any text file) to a current (or new) custom dictionary, follow these steps:
Is It The AutoCorrect (ACL) File?When you type a space or press the ENTER key on the keyboard, the background AutoCorrect will attempt to correct the spelling or grammar of a word or add special symbols in place of some characters. The AutoCorrect list (ACL) stores a list of what words or characters to act upon, and what to substitute for them. If this file is damaged, you can experience an IPF when Word tries to access the ACL file. To correct this problem, follow these steps:
Is It the Spelling or Grammar Checker?When you type a space or press the ENTER key on the keyboard, the background spelling and grammar checker will check what you typed and flag it as misspelled word (with a red wavy underline) or as a grammar error (with a green wavy underline) if needed. If either the spelling checker or the grammar checker is damaged, it may cause an IPF when you type. To test to see if this is the problem, try reproducing the problem with the background spelling and grammar turned off. To do this, follow these steps:
If Word fails to work correctly, continue troubleshooting using the steps in the section of this article entitled "Other Possible Solutions." Reinstalling the Proofing ToolsIf the problem has been determined to be the proofing tools, removing and reinstalling them may correct the problem. The goal here is to run Setup once to remove the proofing tools, and then run it a second time to install the proofing tools. To do this, follow these steps:
For more information about adding or removing components, please see the following article in the Microsoft Knowledge Base: Q120802 Office: How to Add/Remove a Single Office Program or ComponentIf the problem is corrected, you may have identified the problem as being damaged proofing tools. If Word fails to work correctly, continue troubleshooting using the steps in the section of this article entitled "Other Possible Solutions." OTHER POSSIBLE CAUSES AND SOLUTIONSAre the Fonts Damaged?A damaged font can cause an IPF when working with Microsoft Word (or any other Windows application).If a document crashes while working in it, try to determine what fonts are in the document and apply these fonts to a new document based on Normal.dot. If the problem occurs in the new document, systematically reduce the number of fonts in the new document until you are left with the font causing the problem. NOTE: Tahoma is the font that is used in the dialog boxes and menus in Word and Office. If Word is crashing when you start it, one possible cause could be a damaged Tahoma font. Follow the instructions below for removing and reinstalling the Tahoma font. Once you have determined (or suspect) a damaged font, follow these steps to remove and reinstall the font. NOTE: This procedure will remove the font from your system and will require you to be able to reinstall the font from its original source.
If Word fails to work correctly, continue troubleshooting using the steps in the section of this article entitled "Starting Word as Cleanly as Possible." Reinstalling FontsFonts can be reinstalled in one of two ways. Depending on the source of the font, one way may be better than another.Method 1: Adding the Font File:
If a font came with a particular piece of software, such as Microsoft Word or Microsoft office, you can run a reinstallation of the software to install the font. Refer to your software documentation for information on how to run a reinstallation of the software. TIP: The Microsoft Knowledge Base can be very useful for location software that shipped with certain fonts. For more information about searching for information in the Microsoft Knowledge Base, please see the following article: Q129725 Obtaining Knowledge Base Articles on the World Wide Web USING SAFE MODE TO TROUBLESHOOTBy this point, the IPF is proving to be difficult to solve and a different approach to troubleshooting may be needed. The rest of this article discusses a troubleshooting method where you will be starting Windows in Safe Mode and then starting Word with the /a switch. If this does not work, the problem may be related to a bad installation of Word, Office, or Windows. If this method works, you will be presented with a few more ideas for solutions.Starting Windows in Safe ModeSafe Mode is a way to start Windows 95 or 98 so that Windows is started in the simplest method possible. It bypasses many drivers and supporting files that could cause problems if they are damaged. To start Windows 95 in Safe Mode, follow these steps:
For more information about safe mode, please see the following article in the Microsoft Knowledge Base: Q122051 How Windows 95 Performs a Safe-Mode Start Starting Word as Cleanly as PossibleIn this procedure, you start Windows in Safe Mode AND start Word with the /a switch. This starts Word in the most basic environment possible. To do this, follow these steps:
If the problem still occurs, follow the steps below, in the section titled "Removing And Reinstalling Word." Starting Word with Windows in Safe ModeIn this procedure, you take one step backward from the extreme restarting procedure mentioned above. Windows will be started in Safe Mode, and Word will be started normally. To do this, follow these steps:
If the problem does not occur, continue troubleshooting by following the steps in the next section of this article. REINSTALLING WORD OR OFFICEBy this stage, if the IPF is still occurring, it is likely that you may have damaged Word or Office files. This section guides you through a process of removing and reinstalling Word or Office to achieve the cleanest possible reinstallation.The easiest method to correct a Word or Office installation is to run a reinstallation. While this is very fast and frequently corrects the problem, there are situations where it will not correct the problem and a more complete removal and reinstallation may be necessary. To perform a quick reinstallation of Word or Office, follow these steps:
Removing Word or OfficeThis procedure will guide you through the steps to remove as much of Word or Office as possible. After the removal, you will install Word or Office again.Back Up User FilesCAUTION: This procedure can result in data loss. Before performing the steps in the remainder of this article, you should back up any user files that may be important. This includes custom templates, any documents, and Normal.dot.Remove Word or OfficeThe second step to the removal process is to use the Setup program to remove as many files as possible. To use the Setup to remove Word or Office, follow these steps:
Run the Office Upgrade WizardNote: This procedure removes all versions of Office from your computer.The Office Upgrade Wizard may be able to remove some components that the Setup program did not remove. The Office Upgrade Wizard can be obtained from the following sources: The Value Pack:If you purchased Word or Office on a CD, the Office Upgrade Wizard is located on the CD in the following location: \ValuPack\Offclean\\ValuPack\Offclean\OffCln97.exe The Internet:The Office Upgrade Wizard can be obtained from the Microsoft Web site in the "Office Upgrade Wizard File List" section, at the following location: http://www.microsoft.com/office/ork/appa/appa.htmTo use the Office Upgrade Wizard, follow these steps:
Deleting Unneeded Files and FoldersThe last step of the removal process is to manually delete any unneeded files. The following article in the Microsoft Knowledge Base provides information on file, folders, and registry entries to delete, in order to completely remove Microsoft Word or Office. Note that many of these files and registry entries may have been deleted by the Office Upgrade Wizard described in the previous section of this article.Q158658 OFF97: How to Completely Remove Microsoft Office 97After you have deleted the necessary files, folders, and registry entries, continue with the following section to install Microsoft Word or Office. INSTALLING WORD OR OFFICEAt this point, virtually all traces of Word or Office have been removed from the computer. You can now run the Word or Office Setup from the original location to install the programs.Once Setup is complete, start Word normally (without using the /a switch)and try to reproduce the problem. If the problem is corrected, you may have identified the problem as being a damaged file. If Word fails to work correctly, continue troubleshooting using the steps in the section of this article entitled "Reinstalling Windows." REINSTALLING WINDOWSBy this point, the most likely cause of the IPF may be a damaged Windows file. You may want to obtain Windows 95 technical support using one of the methods listed below in the "Windows 95 Support" section of this article. For more information about troubleshooting Windows 95, please see the following articles in the Microsoft Knowledge Base:Q151284 Troubleshooting Windows 95 - TLC ItemsTo use one of the built-in troubleshooters for Windows 95, follow these steps:
WINDOWS 95 SUPPORTYou may obtain technical support for Windows 95 from the following sources:Telephone SupportTechnical support is available for no charge from a Microsoft Technical Support Professional, by means of a toll line, for the first 90 days of using Windows 95. The 90-day period begins the day of your first call. Call (425) 635-7000 between 6:00 A.M. and 6:00 P.M. Pacific time, Monday through Friday, excluding national holidays. For support outside the United States, contact your local Microsoft subsidiary.After the initial 90-day free period has expired, support is available from a Microsoft Technical Support Professional. Call (800) 936-5700 ($35 per incident). For phone numbers and support options on all Microsoft products, please see the information available on the Microsoft Web site at: http://http://www.microsoft.com/support/supportnet/overview/overview.aspFor support outside the United States, contact your local Microsoft subsidiary. Microsoft Solution ProvidersMicrosoft Solution Providers are independent organizations that have teamed up with Microsoft to use technology to solve business problems for companies of all sizes and industries.To locate a Microsoft Solution Provider in your area in the U.S. and Canada, call the Microsoft Sales Information Center at (800) 426-9400. If you are outside the United States, contact your local subsidiary. To locate your subsidiary, see the Microsoft World Wide Offices Web site at: http://http://www.microsoft.com/worldwide/default.htm InternetFor more information about Windows 95 support options, please see the following support Web page on the Microsoft Web site:http://http://www.microsoft.com/support/ The Microsoft Knowledge BaseThe Knowledge Base is available from the following sources:
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