Microsoft KB Archive/319299

= How to use the Troubleshoot Utility to resolve problems that occur when you start or use Word 2002 =

PSS ID Number: 319299

Article Last Modified on 10/4/2004

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The information in this article applies to:


 * Microsoft Word 2002

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This article was previously published under Q319299





For a Microsoft Word 2003 version of this article, see 820919.



IN THIS TASK

 * SUMMARY
 * ** Install the Word 2002 Support Template
 * Start Word with the Word 2002 Support Template
 * Use the Troubleshoot Utility
 * Remove the Word 2002 Support Template



SUMMARY
This article contains information about the Troubleshoot Utility macro that is provided by Microsoft Product Support Services. This utility can help you to troubleshoot Microsoft Word problems automatically, because the utility removes certain key components that may be damaged or that may cause a conflict with Microsoft Word.

Microsoft has also published a step-by-step series of articles to guide you through using this utility to turn off the following components (in the order listed). These components are typically loaded during Word startup:
 * The Data registry key
 * The Normal.dot global template
 * Add-ins and templates
 * COM add-ins
 * The Options registry key

This article can help you to determine where a problem exists, when you cannot identify or isolate the problem by other means in Microsoft Word. To find articles about specific problems that you may be experiencing, query the Microsoft Knowledge Base at the following Microsoft Web site:

http://support.microsoft.com/default.aspx

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Install the Word 2002 Support Template
The Word 2002 Support Template makes it easier to isolate problems that you experience when Word loads a damaged component. To install the Word 2002 Support Template, click the following link, and then save the download to your computer.

The following file is available for download from the Microsoft Download Center:

Download Support.exe now

For additional information about how to download Microsoft Support files, click the following article number to view the article in the Microsoft Knowledge Base:

119591 How to Obtain Microsoft Support Files from Online Services

Microsoft scanned this file for viruses. Microsoft used the most current virus-detection software that was available on the date that the file was posted. The file is stored on security-enhanced servers that help to prevent any unauthorized changes to the file. After the download is completed, follow these steps to install the Word 2002 Support Template:  Double-click Support.exe. In the Please type the location where you want to place the extracted files box, type the location where you want to extract the downloaded files. Click OK. Click OK when you receive the following message:

To install the Word 2002 Support Template, please run the Setup.exe file. After the Setup has completed, start the Word 2002 Support Template from Microsoft Office Tools on the Programs menu.

 Click Start, and then click Run. In the Run dialog box, browse to the location where you extracted the files in steps 1 through 3.</li> Click the Setup.exe file, and then click Open.</li> In the Run dialog box, click OK.</li> In the Word 2002 Support Template dialog box, click OK.</li> By default, the Word 2002 Support Template is installed in the following location:

C:\Program Files\Word 2002 Support Template

NOTE: If you want to change the location where the Word 2002 Support Template is installed, click Change Directory.</li> To install the Word 2002 Support Template, click Click here to begin setup.</li> In the Choose Program Group dialog box, click Continue.

By default, the Word 2002 Support Template is installed as a shortcut under Microsoft Office Tools.</li> Click OK when you receive the following message:

Word 2002 Support Template Setup was completed successfully.

</li></ol>

NOTE: After you install the Word 2002 Support Template, a shortcut is created under Microsoft Office Tools on your Programs menu.

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Start Word with the Word 2002 Support Template
To start Word with the Word 2002 Support Template, follow these steps: <ol> If Microsoft Word is running, quit Word. If you use Microsoft Word as your e-mail editor, you must quit Microsoft Outlook, too.</li> Click Start, point to Programs (point to All Programs in Microsoft Windows XP), point to Microsoft Office Tools, and then click Word 2002 Support Template.</li> If Word displays the following message, click Enable Macros:

C:\Programs Files\Word 2002 Support Template\Support.dot contains macros.

Macros may contain viruses. It is always safe to disable macros, but if the macros are legitimate, you might lose some functionality.

</li></ol>

Microsoft Word starts in a default condition and opens the Word 2002 Support Template.

NOTE: If Word does not open with the Word 2002 Support Template, please see the Correct the Word 2002 Support Template Shortcut section of this article.

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Use the Troubleshoot Utility
The Troubleshoot Utility helps you to isolate and remove the component that is causing the problem in Word. Use the Troubleshoot Utility to remove each of the following components, one at a time and in the order listed. After you identify and remove the component, the problem will be corrected in Word, and you do not have to follow the remaining steps.
 * Step 1: Delete the Word Data Registry Key
 * Step 2: Rename the Normal.dot Global Template
 * Step 3: Turn Off the Startup Folder Add-ins
 * Step 4: Delete the COM Add-ins Registry Key
 * Step 5: Delete the Word Options Registry Key

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Step 1: Delete the Word Data Registry Key
Most of the frequently used options are stored in the Word Data key. (Click Options on the Tools menu to view these options.) A common troubleshooting step is to delete the Word Data key. The next time that you start Word, Word rebuilds this Data key by using the default settings. If the problem is not resolved by deleting the Word Data key, proceed to step 2.

NOTE: If you delete the Word Data key, Word resets several options back to their default settings, such as the most recently used file list on the File menu, plus many settings that you customize in the Options dialog box.

For a step-by-step procedure to delete the Word Data key, click the article number below to view the article in the Microsoft Knowledge Base:

319153 HOW TO: Delete the Word Data Registry Key for Word 2002

Step 2: Rename the Normal.dot Global Template
To prevent formatting, AutoText, and macros that are stored in the global template (Normal.dot) from affecting the behavior of Word and of documents that you open, rename your global template. When you restart Word the way that you usually do, Word creates a new Normal.dot global template. If the problem is not resolved after you rename your Normal.dot global template, proceed to step 3.

NOTE: Renaming the Normal.dot template resets several options back to their default settings, including custom styles, custom toolbars, macros, and AutoText entries. For this reason, Microsoft strongly recommends that you do not delete your Normal.dot template.

Certain kinds of configurations can create more than one Normal.dot template. These situations include cases in which multiple versions of Word are running on the same computer, or cases in which several workstation installations exist on the same computer. In these situations, be sure to rename the correct copy of Normal.dot.

For a step-by-step procedure to rename the Normal.dot template, click the article number below to view the article in the Microsoft Knowledge Base:

319154 HOW TO: Rename the Normal.dot Global Template for Word 2002

Step 3: Turn Off the Startup Folder Add-ins
When you start Word, Word automatically loads templates and add-ins that are located in the Startup folders. Errors in Word may be the result of conflicts or problems with an add-in. To determine whether an item in a Startup folder is causing the problem, you can temporarily turn off the registry setting that points to these add-ins.

When you start Word the way that you usually do, Word starts without the add-in files in the Startup folder. If the problem is not resolved after you turn off the Startup add-in files, proceed to step 4.

For a step-by-step procedure to turn off the Word Startup folder add-ins, click the article number below to view the article in the Microsoft Knowledge Base:

319155 HOW TO: Turn Off the Startup Folder Add-ins for Word 2002

Step 4: Delete the COM Add-ins Registry Key
COM add-ins can be installed in any location and are installed by programs that interact with Word. Delete the settings for the COM add-ins, and then restart Word the way that you usually do. If the problem is not resolved after you delete the COM Add-in settings, proceed to step 5.

For a step-by-step procedure to delete the COM add-ins registry key, click the article number below to view the article in the Microsoft Knowledge Base:

319156 HOW TO: Delete the COM Add-ins Registry Key for Word 2002

Step 5: Delete the Word Options Registry Key
The Options registry key stores those options that you can set from Word, either by changing menu options or by running the RegOptions macro.

The settings are divided into two groups: default settings and optional settings. Default settings are established during Setup. You can change the default settings by modifying options in Word. Optional settings are not created during Setup. To add the optional settings, you must run the RegOptions macro.

For a step-by-step procedure to delete the Word Options key, click the article number below to view the article in the Microsoft Knowledge Base:

319157 HOW TO: Delete the Word Options Registry Key for Word 2002

For additional information about the RegOptions macro, click the article number below to view the article in the Microsoft Knowledge Base:

318796 How To Change Word Options in the Windows Registry for Word 2002

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Correct the Word 2002 Support Template Shortcut
To correct the shortcut that was created when you installed the Word 2002 Support Template, follow these steps: <ol> Quit all Microsoft Office programs.</li> Click Start, point to Programs (point to All Programs in Windows XP), point to Microsoft Office Tools, right-click Word 2002 Support Template, and then click Properties on the shortcut menu.</li> On the Shortcut tab, change the Target setting to the correct location where you have Word installed. For example, if you have Word installed on drive D, the path in the Target box looks similar to the following example:

&quot;D:\Program Files\Microsoft Office\Office10\WINWORD.EXE&quot; /a &quot;C:\Program Files\Word 2002 Support Template\SUPPORT.DOT&quot;

Also, note the location of the Word 2002 Support Template file. If the specified path is different from where you installed the modified Support.dot template, make the needed corrections to the path in the Target box.

IMPORTANT: When you make changes to the path in the Target box, do not remove the /a switch. Word needs this switch to start in its default state, when you use the Troubleshoot Utility.</li></ol>

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Remove the Word 2002 Support Template
If you no longer want the Word 2002 Support Template to be installed on your computer, or if you must reinstall the template, follow these steps to remove the template:
 * 1) Click Start, point to Settings, and then click Control Panel. (In Microsoft Windows XP, click Start and then click Control Panel.)
 * 2) Double-click Add or Remove Programs.
 * 3) In the Currently Installed Programs list, click Word 2002 Support Template, and then click Remove.

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Additional query words: OfficeKBHowTo inf

Keywords: kbtshoot KB319299

Technology: kbWord2002 kbWord2002Search kbWordSearch

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