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WINWORD.EXE ERRORS


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#1
deepak59

deepak59

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Dear Sir,
I support a large network. One of the users is experiencing frequent crashes using MS word. Getting winword.exe error. Word is being closed and an error log is being created. Sometimes the person is unable to open up documents saved on the Network drive or it gets corrupted.
We have tried all the usual stuff. Deleted the Normal.dot, profile resets, reinstalled word, changed computers but the problem returns. This is the only user who is affected. I am taken a dump from Dr. Watson and including it in this dump.
If you can help me with this it will be most helpful.

System Information <----*
Computer Name: 86587W
User Name: Christine Kajewski
Number of Processors: 1
Processor Type: x86 Family 15 Model 1 Stepping 2
Windows 2000 Version: 5.0
Current Build: 2195
Service Pack: 4
Current Type: Uniprocessor Free
Registered Organization: InTACT
Registered Owner: InTACT

*----> Task List <----*
0 Idle.exe
8 System.exe
144 SMSS.exe
168 CSRSS.exe
164 WINLOGON.exe
216 SERVICES.exe
228 LSASS.exe
408 svchost.exe
440 spoolsv.exe
492 clisvcl.exe
504 Cpqalert.exe
520 Webdmi.exe
548 svchost.exe
608 PWService.exe
708 regsvc.exe
724 mstask.exe
804 SWNETSUP.exe
820 SWEEPSRV.SYS.exe
860 SWUPDATE.exe
892 Win32sl.exe
924 WinMgmt.exe
824 svchost.exe
980 Wuser32.exe
1120 Cpqdmi.exe
1232 SMSAPM32.exe
1436 wscript.exe
964 explorer.exe
1624 Chkadmin.exe
1460 launch32.exe
1204 IEXPLORE.exe
1516 internat.exe
1596 ICMON.exe
1692 WINWORD.exe
1672 SMSMon32.exe
1676 DRWTSN32.exe
0 _Total.exe

(30000000 - 3086D000)
(77F80000 - 77FFD000)
(7C2D0000 - 7C332000)
(7C570000 - 7C623000)
(77D30000 - 77DA1000)
(77F40000 - 77F7B000)
(77E10000 - 77E6F000)
(308C0000 - 30E19000)
(77A50000 - 77B3F000)
(782F0000 - 78535000)
(70A70000 - 70AD9000)
(78000000 - 78045000)
(71710000 - 71794000)
(77800000 - 7781E000)
(76620000 - 76630000)
(6E420000 - 6E426000)
(75E60000 - 75E7A000)
(775A0000 - 77630000)
(779B0000 - 77A4B000)
(75160000 - 7516C000)
(75210000 - 75225000)
(751D0000 - 75208000)
(75170000 - 751BF000)
(7C340000 - 7C34F000)
(77BF0000 - 77C01000)
(77980000 - 779A4000)
(75050000 - 75058000)
(75030000 - 75044000)
(75020000 - 75028000)
(77950000 - 7797A000)
(751C0000 - 751C6000)
(75150000 - 7515F000)
(770C0000 - 770E3000)
(01360000 - 01564000)
(772B0000 - 7731C000)
(77840000 - 7787E000)
(28B70000 - 28B87000)
(76DF0000 - 76E01000)
(01840000 - 01988000)
(76FA0000 - 76FAF000)
(773E0000 - 773F5000)
(63000000 - 63096000)
(7C740000 - 7C7C7000)
(77430000 - 77440000)
(6A900000 - 6AB74000)
(76B30000 - 76B6E000)
(71B00000 - 71B07000)
(024E0000 - 027B4000)
(6B770000 - 6B783000)
(10000000 - 10026000)
(76710000 - 76718000)
(50700000 - 50712000)
(50880000 - 50A59000)

State Dump for Thread Id 0x698

eax=00000000 ebx=00000000 ecx=00000012 edx=00000000 esi=051962c8 edi=ffffffff
eip=300bacd8 esp=0012e990 ebp=0012ebec iopl=0 nv up ei pl zr na po nc
cs=001b ss=0023 ds=0023 es=0023 fs=003b gs=0000 efl=00200246



function: <nosymbols>
300bacba 6a12 push 0x12
300bacbc f6c720 test bh,0x20
300bacbf 59 pop ecx
300bacc0 0f85d85b2500 jne wdCommandDispatch+0x136861 (3031089e)
300bacc6 f6c380 test bl,0x80
300bacc9 0f85cf5b2500 jne wdCommandDispatch+0x136861 (3031089e)
300baccf 8b4630 mov eax,[esi+0x30] ds:05c101ae=????????
300bacd2 8d5d10 lea ebx,[ebp+0x10] ss:00ba8ad2=????????
300bacd5 53 push ebx
300bacd6 33db xor ebx,ebx
FAULT ->300bacd8 8b10 mov edx,[eax] ds:00000000=????????
300bacda 53 push ebx
300bacdb 51 push ecx
300bacdc 8d8db4fdffff lea ecx,[ebp+0xfffffdb4] ss:0012e9a0=03d4a888
300bace2 53 push ebx
300bace3 51 push ecx
300bace4 50 push eax
300bace5 ff5210 call dword ptr [edx+0x10] ds:00a79ee6=????????
300bace8 85c0 test eax,eax
300bacea 0f8cbc5b2500 jl wdCommandDispatch+0x13686f (303108ac)
300bacf0 8b4510 mov eax,[ebp+0x10] ss:00ba8ad2=????????
300bacf3 8d55b8 lea edx,[ebp+0xb8] ss:00ba8ad2=????????

*----> Stack Back Trace <----*

FramePtr ReturnAd Param#1 Param#2 Param#3 Param#4 Function Name
0012EBEC 3030FDDF 051962C0 FFFFFFFF 051962C8 00000001 !<nosymbols>
0012EC18 300B9D27 00000008 FFFFFFFF 02FF1300 00000001 !wdCommandDispatch
0012EE6C 30361E45 00000008 00000000 02FF1300 00840010 !<nosymbols>
0012F47C 3020D610 00000008 FFFFFFFF 001333F0 00000000 !wdCommandDispatch
0012F800 3020E788 05190DE8 0000002F 00133D9C 0086096C !wdCommandDispatch
0012F8CC 3016416D 3A130DE8 00000000 0012F980 00000006 !wdCommandDispatch
0012F9A4 30A26D6F 307D0B24 05190EED 01304480 01304470 !<nosymbols>
0012F9D8 30C33C18 0012FA84 0012FA18 00000001 00000001 !MsoCleanMFData
0012FA1C 30C4696F 01304470 0012FA84 01303968 00000001 !MsoFIsCagFile
0012FAA0 30C6A3B7 01304470 00000000 00000000 00000004 !MsoFSetPiViewObject
0012FB80 30C3F053 0012FBB4 01300010 00000000 01300068 !MsoFInsertPictureDlg
0012FBA4 3099B611 01300068 307B1E80 01300068 000000A0 !MsoFSetPiViewObject
0012FC30 3065A2C2 01300010 01300068 01300010 0012FD00 !MsoInitPropSetOPIDEN
0012FCB8 306592D4 01300068 30C3DFE4 307D0B78 00000000 !wdGetApplicationObject
0012FCE4 30C6597C 01300068 00000001 0012FD00 00000000 !wdGetApplicationObject
0012FD08 30C68C7A 00000000 307CF7CC 01306BCC 0000014D !MsoFInsertPictureDlg
0012FDA0 30C68592 00000001 307CF7B0 01306BCC 00000000 !MsoFInsertPictureDlg
0012FE84 30C65C0E 00000202 01306BCC 0083224C 307CF7B0 !MsoFInsertPictureDlg
0012FEA4 30C6573B 307CF7B0 00000000 00000000 00832254 !MsoFInsertPictureDlg
0012FEEC 301F959A 00832254 307CF7B0 00770078 00770008 !MsoFInsertPictureDlg
307CF7B0 00000202 00000000 008C001A 00089227 00000034 !wdCommandDispatch

*----> Raw Stack Dump <----*
0012e990 fc eb 12 00 00 00 00 00 - c0 62 19 05 00 00 00 00 .........b......
0012e9a0 88 a8 d4 03 51 4a d4 03 - 03 5e 7b 30 ff 7f 00 00 ....QJ...^{0....
0012e9b0 58 7d d4 03 00 00 00 00 - 00 ec 12 00 1c 02 00 00 X}..............
0012e9c0 00 00 00 00 01 00 00 00 - 00 5e 7b 30 1c 02 00 00 .........^{0....
0012e9d0 33 01 00 00 58 7d d4 03 - 8f 89 0c 30 80 80 00 00 3...X}.....0....
0012e9e0 a0 ee 12 00 2c 77 0b 30 - f8 33 13 00 02 00 00 00 ....,w.0.3......
0012e9f0 d7 9f 1a 30 f0 33 13 00 - 10 5e 7b 30 40 5d 7b 30 ...0.3...^{0@]{0
0012ea00 00 00 00 00 01 00 00 00 - 00 00 00 00 58 7d d4 03 ............X}..
0012ea10 01 00 00 00 74 ea 12 00 - 04 ca 1f 30 58 7d d4 03 ....t......0X}..
0012ea20 38 ea 12 00 6c ea 12 00 - 00 00 00 00 66 0a 00 40 8...l.......f..@
0012ea30 e9 95 0b 30 0c 00 00 00 - 58 37 13 00 e9 95 0b 30 ...0....X7.....0
0012ea40 0c 00 00 00 58 78 d4 03 - 58 37 13 00 f0 33 13 00 ....Xx..X7...3..
0012ea50 0d 9e 0c 30 9c 3d 13 00 - 00 00 00 00 9c 3d 13 00 ...0.=.......=..
0012ea60 9e f8 0a 30 4d 0e 0c 30 - 01 00 00 00 58 7d d4 03 ...0M..0....X}..
0012ea70 58 7d d4 03 33 01 00 00 - 00 00 00 00 01 00 00 00 X}..3...........
0012ea80 e1 01 00 00 b7 f0 00 00 - 58 41 7b 30 48 c0 fb 02 ........XA{0H...
0012ea90 f2 0e 88 00 81 c9 12 30 - e1 01 00 00 ff ff ff ff .......0........
0012eaa0 00 00 00 00 58 41 7b 30 - 01 00 00 00 e1 01 00 00 ....XA{0........
0012eab0 b7 f0 00 00 40 3f 7b 30 - 74 53 d5 03 b6 2c 88 00 ....@?{0tS...,..
0012eac0 81 c9 12 30 e1 01 00 00 - ff ff ff ff 00 00 00 00 ...0............

State Dump for Thread Id 0x6c8

eax=77d358be ebx=0015c118 ecx=001278a0 edx=00000000 esi=0015bf18 edi=00000100
eip=77f83310 esp=016ffe28 ebp=016fff74 iopl=0 nv up ei pl nz na pe nc
cs=001b ss=0023 ds=0023 es=0023 fs=0038 gs=0000 efl=00000202



function: ZwReplyWaitReceivePortEx
77f83305 b8ac000000 mov eax,0xac
77f8330a 8d542404 lea edx,[esp+0x4] ss:02179d0f=????????
77f8330e cd2e int 2e
77f83310 c21400 ret 0x14

*----> Stack Back Trace <----*

FramePtr ReturnAd Param#1 Param#2 Param#3 Param#4 Function Name
016FFF74 77D37B4C 77D35924 0015BF18 77D33E01 00130000 ntdll!ZwReplyWaitReceivePortEx
016FFFA8 77D358D6 0015F178 016FFFEC 7C57B388 0015C118 rpcrt4!NdrCorrelationInitialize
016FFFB4 7C57B388 0015C118 77D33E01 00130000 0015C118 rpcrt4!RpcBindingFree
016FFFEC 00000000 00000000 00000000 00000000 00000000 kernel32!lstrcmpiW

regards

deepak
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#2
peterm

peterm

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you say changed computers? changed the box
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#3
peterm

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word 2000 or 97? also you say error message which type
Exception error, Page fault error, module error
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#4
deepak59

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It is Windows 2000. Donot even get to that just a Winword.exe error is generated. Yes the person has changed the box.

I missed the start of the dump which should read as follows:
Application exception occurred:
App: (pid=1692)
When: 06/04/2005 @ 09:17:06.746
Exception number: c0000005 (access violation)

Does the dump tell you about anything.

deepak
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#5
deepak59

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Sorry I missed out again. It is Word 2000

deepak
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#6
peterm

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Ok If you have changed the box it has to be a problem with the user profile on the network. Do you have admin rights to the network?
If yes set up the user as a new person(new profile) example:
Christine Kajewski20 or Christine and give the same access. then see if she can access the files. You may have a corupted profile on the server.
are you using Server 2000?
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#7
deepak59

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The Server is 2000. Profile has been recreated a millon times. It works for somtime and them comes back. I can try a new account. Any other thing you can think off.
The user is also getting the following error at times " Exception number: c0000005 (access violation) ". Can it be some permisson issue.

deepak
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#8
peterm

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Do you have another user who has the same access rights as Christine ?
If so in Server 2000 you can copy that account then rename it
But give it a name to separate it such as Chris Kajewski. Do not copy her account or prfile as this can copy any croupt files.
I assume she is not trying to access files that some else has open.
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#9
peterm

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Are you using the Hindi or Thai version of word ?
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#10
deepak59

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No the version is English.

regards

deepak
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#11
peterm

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ok go with my previous step
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