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  1. #1
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    Cannot load any Word document (Word 2002 SP 2)

    This happens only in one of the two identities we are using in XP Pro.

    The symptoms are:

    1) When opening Word 2002 we get the message:
    "Word cannot open the document template C:Program Files...STARTUPewed.dot"
    Clicking OK makes it go away. The file is found in what I presume is the correct location on a Search.

    2) Opening a new document apparently has not invoked the expected NORMAL.DOT (because the incorrect font and margins are set)

    3) When trying to open a previously-created document, either from File=>Open, or clicking on a recently-used file, or double-clicking in Windows Explorer, gives the message:
    "The file filename.doc [or whatever] is not available"

    4) When closing down Word it asks to rewrite NORMAL.DOT.

    Note that the files work perfectly well from the second identity!

    It looks to me like a file locations problem, but the only TechNet article (relating to Word 2000) for the message "Word cannot open the document template" doesn't seem to apply.

    So I'm fairly baffled, and would be grateful for indications of how to proceed...

    Thanks!
    <font face="Script MT Bold"><font color=blue><big><big>John</big></big></font color=blue></font face=script>

    Ita, esto, quidcumque...

  2. #2
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    Re: Cannot load any Word document (Word 2002 SP 2)

    Start Word under the problematic identity.
    Select Tools | Options...
    Activate the File Locations tab.
    Inspect the various locations, in particular Documents, User Templates and Startup. You will probably have to click Edit... and click the folder dropdown list to see the complete path.
    Do these locations point to the profile of the other identity?

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    Re: Cannot load any Word document (Word 2002 SP 2)

    Sadly, I've been there already, and even though (infuriatingly) the full path can't be shown, by clicking on the previous folder symbol they all go back to the current userid.

    I was wondering whether there could be a permissions problem, but I can't see why since both userids have administrator rights.

    I really don't want to reinstall Office, even more so since the original install was by Dell!
    <font face="Script MT Bold"><font color=blue><big><big>John</big></big></font color=blue></font face=script>

    Ita, esto, quidcumque...

  4. #4
    Super Moderator jscher2000's Avatar
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    Re: Cannot load any Word document (Word 2002 SP 2)

    I think I missed something in the evolution of Windows, where "profile" changed to "identity." Using Windows Explorer, can you determine whether the second identity/profile/user has a Normal.dot template in his/her/its User Templates folder location? If not, you either could let Word create one for you (let it save) or copy the other one over.

    Of course, it may be that I no longer understand what Microsoft is trying to do. Next thing you know it will be "multiple personalities." <img src=/S/laugh.gif border=0 alt=laugh width=15 height=15>

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    Re: Cannot load any Word document (Word 2002 SP 2)

    Hi John:
    1. Have you deleted all the temp files? That can sometimes cause the message.
    2. Have you tried taking ewed.dot out of startup? (& does ewed.dot have the font & margins that you find in a new document).
    3. Do you have more than 1 normal.dot on the machine?
    4. Are the new documents being created with Word or with Windows Explorer (New/Microsoft Word Document)? The latter are not based on normal.dot. Rather they are based on Winword.doc (sometimes with a version number after Winword) & found in ShellNew.

    Hope this helps,

  6. #6
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    Re: Cannot load any Word document (Word 2002 SP 2)

    I have removed EWED.DOT from the Startup folder. (It seems that this has something to do with Encarta, or suchlike, which I haven't got loaded.
    The only result is that you don't get the message on starting Word!

    No, I haven't deleted the TEMP files in this identity (some days ago I did, in the working identity!).

    There is a NORMAL.DOT located in the appropriate directory of each identity. I tried copying over the one from the working identity to the failing one, but that didn't make any difference. I tried deleting NORMAL.DOT in the failing identity, but that, too, didn't make any difference.

    I didn't even know you could create Word documents via Windows Explorer, so that's an easy one to rule out!

    I've tried to find where the File Locations information is held, but it doesn't seem to be in the registry. And, yes, it looks OK, with the possible problem (presumably unrelated) that Clipart files are being looked for in the same directory as documents.

    I even tried doing a "Repair" of Office, but (not surprisingly) this had no effect whatever. I've also done the Office "Detect and Repair" function (as in Technet article 289294) in the failing identity, but no difference.

    I've tried starting WINWORD with the /a and /safe switches, but still even a just-created document "cannot be found".

    The fundamental problems seem to be that documents - ANY documents - can't be "found" and loaded into Word by any of the standard methods. And perhaps that NORMAL.DOT appears not to be found/actioned at startup time, and wants to be written at closedown time.

    Thanks for your suggestions so far, folks!
    <font face="Script MT Bold"><font color=blue><big><big>John</big></big></font color=blue></font face=script>

    Ita, esto, quidcumque...

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    Re: Cannot load any Word document (Word 2002 SP 2)

    Hi John:
    I would reboot & delete all temp files. In fact, follow the suggestions at <post#=197827>post 197827</post#>, although you've tried some of them already. The changes in normal.dot probably mean either an add-in is causing this (the above post covers that possibility) or a virus. But it would be unusual for a virus to affect just one profile in that manner...can't hurt to run a virus checker though.

    I'm wondering if something is screwed up with associations. I'm still using Word 2000 on Win98SE, so locations may change, but go to Start/Settings/Folder Options/File Types/ & scroll to Microsoft Word Document. Then click Edit/Open/Edit & see if your settings are the same (path may differ slightly) as the screenshot.

    Finally, try to re-register Word. Go to Start/Run and run the following command:
    winword /r (Note that there is a space before the forward slash.)

    Hope this helps,

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    Re: Cannot load any Word document (Word 2002 SP 2)

    Phil

    I've now been through all that lot, and, taking the matter further, I note that (almost) all the programs from "Office XP Professional with Publisher" appear to have the same problem (i.e. Word, Excel and Powerpoint - I don't use Access) with trying to access already-existing documents/spreadsheets/etc, although peculiarly there doesn't seem to be a problem with Publisher. Go figure, as our foreign cousins say.

    Since over the last two months I've replaced one antivirus product with another on 2500 workstations and 160 servers, I should be <big>very concerned</big> if my home PC got infected with a virus! And certainly what I'm observing doesn't look like virus-like behaviour.

    I don't see much alternative to a complete reinstall and recustomise, but it doesn't fill me with any enthusiasm, because there's no guarantee that it will work.
    Or maybe it will, since WordPad can access/load/display the .DOC and .RTF files that Word fails on.

    I wonder if there's any way to "validate" the settings for a particular identity - although this strays somewhat outside the boundaries of Word...
    <font face="Script MT Bold"><font color=blue><big><big>John</big></big></font color=blue></font face=script>

    Ita, esto, quidcumque...

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    Re: Cannot load any Word document (Word 2002 SP 2)

    Hi John:
    Sorry to hear that, but maybe you do need a reinstall. By the way, the file locations information is kept in the registry. However, the options (at least for Word) are in binary format in the Data key. However, you say that you've already replaced that key.

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    Re: Cannot load any Word document (Word 2002 SP 2)

    Phil

    I can't practcally reinstall for some days because my partner, whose computer it is, needs to use Word for a couple of days, so she'll have to do it from the working identity (which happens to be mine!). Better one working identity than (potentially) none!

    Where are the file locations held in the registry? I've done a Find in REGEDIT, and also a hunt in HKCUSoftwareMicrosoftOffice10.0Word and the surrounding area, without any hit!

    The more I think about it, the more puzzled I am. I'm guessing there must be some HCKU=>HKUSERS corruption in the Registry. Everything seems to point correctly, File Locations and Associations seem to be OK. That's why I'm a bit worried that a full reinstall of Office XP may have a negative result.

    Don't computers make you <big>cross</big> some times?

    Thanks for your help!
    <font face="Script MT Bold"><font color=blue><big><big>John</big></big></font color=blue></font face=script>

    Ita, esto, quidcumque...

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    Re: Cannot load any Word document (Word 2002 SP 2)

    I don't have Word 2002, so I can only tell you where the key is in Word 2000 in Win 98. It's at
    HKEY_CURRENT_USERSoftwareMicrosoftOffice9.0WordDat a

    But you can't edit it directly. It carries information about toolbars & options (Tools/Options). And "YES", computers make me cross sometimes. <img src=/S/grin.gif border=0 alt=grin width=15 height=15>

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    Re: Cannot load any Word document (Word 2002 SP 2)

    Jefferson

    It just occurs to me that I was talking "Outlook Express-speak" with "Identity", when I should have been talking "Windows XP-speak" with "User".

    If you replace Identity everywhere in my posts by User, it would be somewhat more accurate.

    But it still doesn't solve the problem.

    My latest idea is to create a completely new User and see whether this can use Word/Excel/Powerpoint... (You can see I don't really want to reinstall Office!)
    <font face="Script MT Bold"><font color=blue><big><big>John</big></big></font color=blue></font face=script>

    Ita, esto, quidcumque...

  13. #13
    Super Moderator jscher2000's Avatar
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    Re: Cannot load any Word document (Word 2002 SP 2)

    John, I don't have XP Home to test, but could it be that one user still has Normal.dot open when the second user comes on and Word can't handle that? Is the first user closing out of Word/Office before Windows is switched to the second user? (I've run out of any other ideas...)

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    Re: Cannot load any Word document (Word 2002 SP 2)

    John,
    Now that we have the "identity" issued solved, are you logging out from one user and then logging in as the second user or are you using the "Switch" user routine? If it is the Switch User, the other user is still looged in, just put in the background.

    Now running HP Pavilion a6528p, with Win7 64 Bit OS.

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    Re: Cannot load any Word document (Word 2002 SP 2)

    Jefferson/Dave

    No to all three (at least) questions! (We've been happy users of Word XP since last November, doing exactly what we've been doing until a few days ago...)

    Each user has their own NORMAL.DOT in a separate directory. Checked by Tools=>Options=>File locations in each user. I've even copied the same NORMAL.DOT in each direction (different times, of course...!)
    The problem happens all the time, even after a reboot and immediately logging on as the afflicted user.
    TechNet is silent on the matter, as it quite often is.

    Hot (well, warm!) news - I've just created a new user, and it has no trouble with Word! So it's got to be down to "something" wrong in the offending userid.
    So all I need to do is a few renames, copying files hither and thither, setting up Outlook Express with three identities in the new userid, etc etc. Shouldn't take more than a week.
    Unless anyone knows a programmatic way to "validate" an XP userid??
    <font face="Script MT Bold"><font color=blue><big><big>John</big></big></font color=blue></font face=script>

    Ita, esto, quidcumque...

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