MS Office icons are white?

Hi bbincc,

I'm very sorry to hear about that. I hope you'll let us try to help. Would you please tell me the model of your new Dell and operating system, as well as a description of the problem?

I appreciate the quick response. This computer was supposed to a simple solution for my mother to having to give up her XP machine. I'd specifically chosen Dell because I'd thought well of the support team. I no longer do.  As of last Friday, Dell's failure to fix the problem on this new computer had already gone on too long. So I called and asked Dell if we could return it, despite it's being outside the 30-day window, as the problem had started before the 30 days and now, weeks later, was still a problem. I spent about 2 hours trying, talking to probably a dozen people (check the records), but kept running into Dell's steel ceiling, where you're not ever allowed to talk with someone who can make things happen. So, the failure to fix the machine had already gone on too long, but, after my failed attempts to return it, my mother said she'd give it one last chance with support and ask them to at least swap machines if they couldn't fix it. So she called Saturday and had a very friendly support person who couldn't solve it and at one point had to end the phone call and said he'd call back "in 20 minutes." He never called back. The problem is to do with Windows Office and I assume is detailed in the support notes. After the first two weeks or so of owning the computer, Office became inaccessible. But the bigger problem is that you sold us a support contract but have failed to adhere to it. Beginning to feel like this thread here is proving my point. So, Dell is all about the "How can we help," and then disappears. But, quips aside, this is a serious issue of Dell selling us support and then repeatedly being unresponsive.

Ah. Very much my bad. Sorry about that. I didn't realize.

So, the problem is that I helped my mother buy a Dell Desktop. I'm not sure the model but the specs include:

Inspiron 3847
8GB Dual Channel DDR3 1600MHz (4GBx2)
MOD,KYBD,104,US,KB113,W8,SIB

Integrated Graphics included
Dell SRV Software 1705
1TB 7200 rpm SATA 6Gb/s Hard Drive

Windows 7 Home Premium 64 bit, English, No Media
Tray load DVD Drive (Reads and Writes to DVD/CD)
Dell Wireless-N 1705 + Bluetooth 4.0

Dell Limited Hardware Warranty, Initial Year
Dell Limited Hardware Warranty Plus In-Home Service After Remote Diagnosis, Initial Year
1 Year Limited Warranty

Premium Phone Support, Initial Year

4th Generation Intel Core i3-4130 (3M Cache, 3.4 GHz)
Microsoft Office Home and Student 2013

 

The machine had some problems out of the box, but Dell fixed them. Then two weeks in, the Microsoft Office ceased to function. The icons for MS Office documents turned into white placeholders.

Repeated sessions with Dell have failed to solve the problem.

So, two questions:

- Is this a known issue for which there is a fix?

- Is there a way to get to someone at Dell who can step forward and get things done. We shouldn't be spending hours on support calls the prove fruitless and that make things worse by keeping us hanging waiting for the promised callback.

 I confess I'd thought (and been hoping) this forum was a way to break through to someone at Dell. I'm sorry about the complaining.

You might consider reinstalling Office 2013 for Home and Student (which can be downloaded from Microsoft if you don't have the install media).

https://officesetup.getmicrosoftkey.com/

An even better option is to clean-install Windows 7 (without reformatting). You can download an install ISO and burn it to disk, buy a Dell install disk on eBay, or perhaps order an install disk from Dell.

Thank you!

What's the difference between a clean install and a reformat? I've reformatted many laptops many times over the years, and even my own Win 7. Does a clean install keep the existing applications, software updates, and user documents?

If there's a tenacious virus of some sort (though none has been detected), would a clean-install destroy that the way a reformat would?

If you first boot from the Windows install media (DVD or flash drive), and run bootrec /FIXMBR from the command prompt, a clean install without reformatting will knock out any known malware. A clean install will not keep the existing applications (which will have to be reinstalled), but it will retain the documents and other data.

Reformatting without overwriting the Master Boot Record will not eliminate malware that hooks the Master Boot Record.

There should have been a Product Identifier Card for the Office 2013 if it was purchased with the machine.

http://office.microsoft.com/en-us/buy/office-product-key-card-frequently-asked-questions-HA101847520.aspx

If you purchased a new computer with Office preloaded the manufacturer of your computer should have included either media or a Microsoft Product Identifier card in the box that has the Product Key.  The Product Key is located on the Certificate of Authenticity and should look similar to the following:

This is very helpful. We're going forward with this, but using a local computer repair shop to do it, in case we have continued problems. Thank you for all your help on this. 

Hi bbincc,

I'm sorry I did not see your messages last night. I am not able to look up the order number, so if you could provide the model, operating system and a description of the problems, I'll try to suggest ideas or escalate the issue to get help.

Looks like Dell have loaded Windows and Office incorrectly unfortunately there are multiple software issues these day. Fortunately you are on a Windows 7 (and not a Windows 8.0 or 8.1) and Office 2013 configuration.

The media is hence downloadable. You may follow the instructions here:

http://dellwindowsreinstallationguide.com/download-microsoft-windows-and-office/download-microsoft-windows/windows-7-sp1-iso-download/

http://dellwindowsreinstallationguide.com/a-clean-install-of-windows/microsoft-product-activation/the-activation-backup-and-recovery-program-windows-vista-7-version/

http://dellwindowsreinstallationguide.com/download-microsoft-windows-and-office/download-microsoft-office/microsoft-product-identity-mpi-card/

Should you wish to clean install (i.e. install Windows and Office properly) follow A Clean Install of Windows:

http://dellwindowsreinstallationguide.com/a-clean-install-of-windows/