Microsoft KB Archive/325948

= MacOFFX: Office Program Quits Unexpectedly After You Install SR-1 =

Article ID: 325948

Article Last Modified on 1/9/2006

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APPLIES TO


 * Microsoft Office X for Mac Standard Edition

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This article was previously published under Q325948



SYMPTOMS
After you install Microsoft Office v. X for Mac Service Release 1 (SR-1), the program may quit unexpectedly after you double-click an Office v. X program.



CAUSE
This behavior may occur if any of the following conditions are true:
 * There are problems with the font-management software.
 * There is a damaged or unsupported font in one of the Mac OS v. X fonts folders.
 * Duplicate font names are located in different font folders.
 * There is more than one Mac OS 9 System folder.
 * Program corruption occurred during the installation of SR-1.

For additional information about similar symptoms that have different causes, click the article numbers below to view the articles in the Microsoft Knowledge Base:

312209 MacWDX: Error Message When You Open Word: The Application Microsoft Word Has Unexpectedly Quit

313488 MacOFFX: Program Unexpectedly Quits After You Click OK in the Project Gallery

For additional information about a font problem that causes an Office program to quit, click the article number below to view the article in the Microsoft Knowledge Base:

313535 MacOFFX: Office v. X Program Unexpectedly Quits After the Splash Screen Appears



Step 1 - Upgrade the Mac Operating System
If you upgrade to Mac OS v. X 10.1.5, this may resolve this issue. The Mac OS v. X 10.1.5 update resolves some known font issues in Mac OS v. X 10.1. To download and install the Mac OS v. X updates, visit the following Apple Computer Web site:

http://docs.info.apple.com/article.html?artnum=106713

Step 2 - Remove Any Font Management Software
If you are using any font-management software, temporarily remove the software to determine whether this is causing the issue. See the product documentation for more information about how to do this.

Step 3 - Identify and Remove Duplicate or Corrupted Fonts
If steps 1 and 2 do not resolve this issue, the problem may be caused by a corrupted or duplicate font. Therefore, you must locate and disable the damaged font.

This resolution procedure uses the following four methods:
 * Determine Whether There Are Duplicate Font Files
 * Determine Whether There Is a Corrupted Font Menu Cache
 * Determine Whether the Font Files Are Corrupted
 * Remove or Replace Corrupted Font Files

This resolution procedure uses a process of elimination to identify corrupted or duplicate fonts in the following locations:  The Mac OS 9. system fonts folder:



 The Mac OS v. X fonts folders:





CAUTION: Do not try to change any font folders that you find in the Mac OS v. X System folder.

Determine Whether There Are Duplicate Font Files
 In the Finder, open the following fonts folders:  Mac OS 9. :



 Mac OS v. X:





</li></ul> </li> Remove any duplicate font files that you find.

CAUTION: Do not try to change any font folders that you find in the Mac OS v. X System folder.</li> Restart your computer from the Mac OS v. X volume.</li> Start Word, and then try to quit Word to determine whether the problem is resolved.</li> Do one of the following:  If you can quit Word, the issue is resolved, and no more steps are needed.</li> If you cannot quit Word, go to the &quot;Determine Whether There Is a Corrupted Font Menu Cache&quot; section of this article.</li></ul> </li></ol>

Determine Whether There Is a Corrupted Font Menu Cache
<ol> Start your computer from the Mac OS 9. System folder or the Mac OS 9. CD-ROM.

NOTE: For more information about how to change your startup disk, see the &quot;More Information&quot; section of this article.</li> In the Finder, locate the following Mac OS 9. System Fonts folder:

 : System folder: Fonts

</li> If the Fonts folder contains any font files, rename the Fonts folder (for example, rename the Fonts folder as Badfonts ).</li> Restart your computer, start Word, and then try to quit Word.  If you cannot quit Word, go to the &quot;Determine Whether the Font Files Are Corrupted&quot; section of this article.</li> If you can quit Word, follow these steps: <ol style="list-style-type: lower-alpha;"> Create a new folder in the same location as the original Fonts folder, and then name it Fonts (you must use the name that the original fonts folder used).</li> Drag all the fonts from the Badfonts folder into the new Fonts folder.</li> <li>Restart the computer, start Word, and then try to quit Word.</li> <li>Do one of the following: <ul> <li>If you can quit Word, the issue is resolved, and no more steps are needed.</li> <li>If you cannot quit Word, go to the &quot;Determine Whether the Font Files Are Corrupted&quot; section of this article.</li></ul> </li></ol> </li></ul> </li></ol>

Determine Whether the Font Files Are Corrupted
In this step, you determine whether the problem is caused by a corrupted font in one of the following Mac Fonts folders:

 : System folder: Fonts

 : Library: Fonts

 : Users: : Library Fonts

IMPORTANT: Apply the following steps to the : System folder: Fonts folder first. Then, if the problem is not resolved, apply the steps to the : Library: Fonts folder. If the problem is still not resolved, apply the steps to the : Users:  : Library: Fonts folder. <ol> <li>In the Finder, open the following Mac OS 9. System Fonts folder:

 : System folder: Fonts

</li> <li>Drag the font files from the Mac OS 9. System Fonts folder to a folder on the desktop.</li> <li>Restart your computer from the Mac OS v. X volume.</li> <li>Start Word, and then try to quit Word to determine whether the issue has been resolved.</li> <li>Do one of the following: <ul> <li>If you can quit Word, a font is causing Word to stop responding. Go to the &quot;Remove or Replace Corrupted Font Files&quot; section of this article.</li> <li>If you cannot quit Word, repeat these steps, and look for corrupted fonts in the following Mac OS v. X fonts folders:

 : Library: Fonts

 : Users: : Library: Fonts

</li></ul> </li> <li>When you can quit Word, go to the &quot;Remove or Replace Corrupted Font Files&quot; section of this article.</li></ol>

Remove or Replace Corrupted Font Files

 * 1) To locate the corrupted font, use a process of elimination. One at a time, drag fonts from the folder on the desktop to the Fonts folder in the Mac OS 9.  System folder (or to the folder from which the font was removed), and then restart the computer to test for the problem.
 * 2) Keep track of the fonts that you move, and continue to test the fonts until the problem recurs. Each time that you add font files to the Fonts folder in the Mac OS 9.  System folder, restart the computer, start Word, and then try to quit Word to determine whether the newly added font is causing the problem.
 * 3) After you locate the font that is causing the problem, drag the font to the Trash.
 * 4) Drag any remaining fonts from the folder on the desktop back to the Mac OS 9.  System folder.
 * 5) Reinstall the fonts that were corrupted if you need them.
 * 6) If you can quit Word, the issue is resolved, and no more steps are needed.
 * 7) If you cannot quit Word, go to the section &quot;Step 4 - Remove and Reinstall Office&quot; of this article.

Step 4 - Remove and Reinstall Office
If the issue is still not resolved, remove Office by using the Remove Office tool in the value pack installer, reinstall Office, and then confirm that your Office programs are working. Then, reapply SR-1. <ol> <li>Remove Office v. X from your computer.For additional information about how to do this, click the article number below to view the article in the Microsoft Knowledge Base:

312172 MacOFFX: How to Remove Office v. X from Your Computer

</li> <li>Reinstall Office, and then confirm that your Office programs are working.</li> <li>Install Microsoft Office v. X for Mac Service Release 1 (SR-1).For additional information about how to do this, click the article number below to view the article in the Microsoft Knowledge Base:

323601 MACOFFX: How to Obtain and Install Microsoft Office v. X for Mac Service Release 1 (SR-1)

</li></ol>

If these steps do not resolve the issue, there may be a problem with a font in the following Mac OS v. X System folder:



CAUTION: Do not try to change any font folders that you find in the Mac OS v. X System folder.

If you suspect that there is a problem with a font in the Mac OS v. X System folder, contact Apple for assistance with this issue.

<div class="moreinformation_section">

MORE INFORMATION
To change your startup disk if Mac OS v. X is installed on different volumes, or if Mac OS 9. is installed, or if you want to start the computer from the CD-ROM, follow these steps.

From Mac OS v. X

 * 1) On the Apple menu, click System Preferences.
 * 2) Click Startup Disk, and then click the system folder that you want to use to start the computer.
 * 3) Click Restart.

From Mac OS 9.x

 * 1) On the Apple menu, point to Control Panels, and then click Startup Disk.
 * 2) Click the startup disk that you want to use to start the computer.
 * 3) Click Restart.

For information about the availability of Apple Computer updates, visit the following Apple Computer Web site:

http://www.apple.com/support

Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.

The third-party products that are discussed in this article are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.

Additional query words: MacOFFX Mac OFFX

Keywords: kbprb KB325948

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