Microsoft KB Archive/313457

Knowledge Base

WD2002: Error Message "Microsoft Word Has Encountered a Problem and Needs to Close" When You Insert an AutoShape or Diagram

Article ID: 313457

Article Last Modified on 1/12/2007

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APPLIES TO

• Microsoft Word 2002 Standard Edition

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This article was previously published under Q313457

SYMPTOMS

When you attempt to insert an AutoShape or diagram, Microsoft Word stops responding (hangs), or you receive the following error message:

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

If you were in the middle of something, the information you were working on might be lost.

Restart Microsoft Word

Please tell Microsoft about this problem.

We have created an error report that you can send to help us improve Microsoft Word. We will treat this report as confidential and anonymous.

To see what data this error report contains, click here.

If you click the click here link in the error dialog box, an error report similar to the following is displayed:

AppName: winword.exe     AppVer: 10.0.2930.0     ModName: mso.dll
ModVer: 10.0.2625.0      Offset: 002c3ee5
                    

CAUSE

This problem can be caused by a damaged font.

WORKAROUND

To temporarily work around this problem, turn off the Drawing Canvas. To do this, follow these steps:

1. On the Tools menu, click Options.
2. On the General tab, click to clear the Automatically create drawing canvas when inserting AutoShapes check box.
3. Click OK to close the Options dialog box.

RESOLUTION

To resolve this problem, follow these steps to determine which font is damaged, and then remove the font from your computer:

1. Do one of the following:
   • In Microsoft Windows 98, Microsoft Windows Millennium Edition (Me), Microsoft Windows NT 4.0, and Microsoft Windows 2000, click Start, point to Settings, and then click Control Panel.
   • In Microsoft Windows XP, click Start and then click Control Panel.
2. In Control Panel, open the Fonts folder. To do this, do one of the following:
   • In Windows 98, Windows Me, Windows NT 4.0, and Windows 2000, double-click Fonts.
   • In Windows XP, click Appearance and Themes, and then, under See Also, click Fonts.
3. Test each of the listed fonts by viewing and printing each font. If each font is displayed and printed correctly, the font is probably okay. If a font does not appear correctly or is not printed correctly, the font is damaged. To view and print each font, follow these steps.
   
   NOTE: Repeat these steps for each font that is listed in the Fonts folder.
   1. Double-click a font.
   2. A window opens that contains a sample of the font and information similar to the following:
      • Name of the font
      • Type of font
      • Typeface name
      • File size
      • Version
      • Copyright information
   3. View the font sample shown to determine whether it is displayed correctly.
   4. Click Print.
4. After you determine that a font is damaged, click Done (or Close) to close the font sample window.
5. In the Fonts folder, right-click the font that you determined to be damaged, and then click Delete on the shortcut menu.
6. Click Yes to the following message:

   Are you sure you want to delete these fonts?

MORE INFORMATION

For additional information about troubleshooting font problems, click the article number below to view the article in the Microsoft Knowledge Base:

313487 WD2002: Fonts - General Information and Troubleshooting

REFERENCES

For additional information about fonts, click the article numbers below to view the articles in the Microsoft Knowledge Base:

133281 Fonts in Windows Questions and Answers

306870 How to Add a New Font to Your Windows Me-Based Computer

304999 How to Replace Missing System and TrueType Fonts

Additional query words: prb IPF fonts

Keywords: kberrmsg kbprb KB313457

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