Microsoft KB Archive/292075

Knowledge Base

WD2002: Word Hangs or Crashes When You Use General Templates

Article ID: 292075

Article Last Modified on 1/31/2007

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APPLIES TO

• Microsoft Word 2002 Standard Edition, when used with:
  • Microsoft Windows 98 Second Edition
  • Microsoft Windows 98 Standard Edition
• Microsoft Office XP Standard Edition, when used with:
  • Microsoft Windows 98 Second Edition
  • Microsoft Windows 98 Standard Edition

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This article was previously published under Q292075

SYMPTOMS

When you click General Templates in the New Document task pane in Microsoft Word 2002, you receive the following error message:

Microsoft Word has encountered a problem and needs to close. We are sorry for the inconvenience.

You are unable to create a new document from General Templates.

CAUSE

This behavior occurs when you install Office XP on a Windows 98-based computer on which Microsoft At Work Fax is installed.

The Microsoft Fax add-on to Windows 98 requires Windows Messaging. Microsoft Office XP does not support these programs.

RESOLUTION

To resolve this behavior, remove Microsoft Fax and Windows Messaging from the computer. To do this, follow these steps:

WARNING: If you remove Windows Messaging and Microsoft Fax, you will no longer be able to use these programs for e-mail messaging and the sending of faxes.

1. Quit all Office programs.
2. On the Start menu, point to Settings, and then click Control Panel.
3. In Control Panel, double-click Add/Remove Programs.
4. On the Install/Uninstall tab, click Microsoft Fax, click Add/Remove, and then click Yes to restart the computer.
5. In Control Panel, double-click Add/Remove Programs.
6. On the Install/Uninstall tab, click Windows Messaging, then click Add/Remove, and then click Yes to restart the computer.

MORE INFORMATION

The Microsoft At Work Fax and Windows Messaging programs are included with Microsoft Windows 95. Although these programs can be used with Windows 98, Microsoft Office XP does not support them.

For additional information about installing or removing Microsoft Fax and Windows Messaging in Windows 98, click the article number below to view the article in the Microsoft Knowledge Base:

235713 How to Reinstall Microsoft Fax and Windows Messaging

Additional query words: prb general templates crash hang locks up unable to open

Keywords: kberrmsg kbpending kbprb KB292075

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