Article ID: 320475
Article Last Modified on 1/7/2006
APPLIES TO
- Microsoft Word 2002 Standard Edition
- Microsoft Works Suite 2005
- Microsoft Works Suite 2004 Standard Edition
- Microsoft Works Suite 2003 Standard Edition
- Microsoft Works Suite 2002 Standard Edition
- Microsoft Works Suite 2006
This article was previously published under Q320475
SYMPTOMS
When you try to save or close a Microsoft Word document, you may receive the following error message:
CAUSE
This problem may occur if one of the following conditions is true:
- The Normal.dot template is corrupted.
- One of the following add-in programs is corrupted:
- Palmapp.dot
- Navnc.dot
- Dictation.dot
- Word In Works Suite
- Wrdemo.dot
- Eastern European Font
- The Norton AntiVirus Office plug-in (OfficeAV.dll) is corrupted.
RESOLUTION
To resolve this problem, use one of the following methods. Method 1 is the most generic resolution for this problem. Method 2 may resolve the issue if one of the add-in programs that is mentioned in the "Cause" section is installed on your computer. Use the method that is appropriate for your situation.
Method 1: Rename the Normal template
Note When you Rename Normal.dot, a global template, it will reset some options to their default settings. These options include custom styles, custom toolbars, macros, and AutoText entries. Therefore, we strongly recommend that you do not delete your Normal.dot file.
Certain configurations can create more than one Normal.dot file. These configurations include multiple versions of Word on the same computer and several workstation installations on the same computer. In these situations, make sure that you rename the correct copy of Normal.dot.
Important Do not use this procedure until you have read and completed the steps in the following article in the Microsoft Knowledge Base:
289506 How to install and use the Support.dot template in Word 2002
Method 2: Remove the Word in Works Suite add-in
To remove the add-in, follow these steps.
Note Because there are several versions of Microsoft Windows, the following steps may be different on your computer. If they are, see your product documentation to complete these steps.
- Insert Works Suite Disc 1 into the CD drive or the DVD drive. Hold down the SHIFT key to prevent the program from automatically starting.
- Click Start, and then click Control Panel.
- Double-click Add or Remove Programs.
- In the left pane, click Change or Remove Programs.
- In the list of currently installed programs, click Word in Works Suite Add-in, and then click Change/Remove.
- Follow the instructions on the screen to remove the Add-in.
Note Repeat steps 2-6 to remove any other user-installed add-ins. Contact the add-in manufacturer for more information.
Method 3: Norton AntiVirus 2003, Norton SystemWorks 2003, Norton AntiVirus 2002, or Norton SystemWorks 2002 is installed
Visit the following Symantec Web site to obtain either an updated version of the product or to receive help with the reconfiguration of the product.
MORE INFORMATION
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 this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.
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