Problem opening Word Attachments

Question

I am having problems opening some attachments in my e-mails.  My ISP thinks this is a Word version problem and not a problem with their service.  If I open a word attachment I always get the window that asks if I want to save or open.  If I choose open I see the Word window as is customary, but then it locks up and my only recourse is to shut down, most of the time by using the power button.  My Dell is new since October and I didn't have this problem until early January.  If I choose to save the item to my desktop and close the Web connection (locks up if I don't close the Web connection) I can open the item successfully from the desktop.  Tried going into Dell and running a check but this locks up when it scans my screensaver...even when I turned screensaver off.  Once I was successful in beginning to run the Microsoft Office Update, but it too locked up at the 10% level.  Very frustrating.  Any information  or ideas would be appreciated.

abach · Answer

Try emptying your temp folder. Click Start, Run then type

%temp%

Click OK. Click the View menu and choose Details. Click the Date field header to sort from oldest to newest. Press CTRL-A to select all files. Press SHIFT-Delete to remove as many of the files as possible.

Close the window. Go to Control Panel, Internet Options and click the Delete Files button, then the Clear History button.

Your problem should be gone. If not, let me know and we'll try something else.

1whitedog · Answer

I had high hopes this would solve my problem and thank you so much for your efforts. However, my problem is still there. After following your steps I opened my e-mail, tried to open an attachment and again, the Word window came up as if the attachment was trying to open. Instead it locked up and when I closed the e-mail the Word window remained on the screen totally white (blank).
One thing, when I selected all files in %temp% the only file that didn't disappear was one described as an application file...zcast
(104 KB and created on Wednesday, Oct. 6, 2004...a year before I obtained my new Dell. Just thought mentioning this may help.)

abach · Answer

I'd like to send you a sample Word document as an attachment. You can email me at the address below, if you desire, then I'll reply with a simple Word attachment.

abach · Answer

Try deleting the normal.dot. Close Word. Click Start, Run, then type

%userprofile%\application data\microsoft\templates

Delete any file named normal.

Restart Word, close Word, restart Word. See if this helps

If you boot into safe mode, you'll be able to log in as an administrator and delete that old file. You'll have to find it by doing a search, since the %temp% will not work if you're not logged in as yourself.

Let me know...

1whitedog · Answer

Followed your steps to delete the normal.dot but I still have the problem.  One thing I noticed...I currently have three e-mail messages in my inbox that have attachments.  Two of them are from business associates who e-mail me regularly with agendas, etc.  Attachments from these two folks did not originally produce the 'white window' and then lock up, but since about two months ago have begun to always do so.  I have scanned them for viruses and never find any.  The other attachment is one I sent to my home address from my work.  I can open that one just fine.  ???

1whitedog · Answer

I just sent you an e-mail so you could send me a word attachment.

abach · Answer

It's on the way...

1whitedog · Answer

Same problem.  I could not open the document.  Saw the document loading then when the Word Window appeared it locked up.  At closing the blank window was there.  The Office XP that I have is about two years old.  Could it be that I need a newer version?  A few days ago I tried going through Dell Support and it identified two programs that needed updates.  Don't remember the title of one but the other was Microsoft Office Update.  When I tried to load it only loaded 10% then froze.  I must quit for tonight but will follow up on your next answer tomorrow night.  Thanks so much!

abach · Answer

A workaround would be to save the file, then try to open it. See if that works. If not you may need to uninstall, then reinstall Office.

1whitedog · Answer

I saved the attachment on my desktop.  Tried opening it from the desktop while I was still online.  No luck.  Once again, the Word Window opened and locked up.   Met with successful opening of the document once I closed the web connection.

abach · Answer

Have you run a good anti spyware program? I'd recommend downloading Spy Sweeper's trial version and running it. It's available < here >

1whitedog · Answer

Before I load Spy Sweeper, I presume I need to remove my Norton's Antivirus first?  Do they compete like I understand some antivirus products do?

abach · Answer

No, you don't need to remove anything. Spy Sweeper is an anti spyware, Norton is anti virus.

abach · Answer

Great idea, Ron. It just might be the solution.

RoHe · Answer

Allan is our favorite Office guru, ;) -but maybe this is a problem with Norton or your ISP software? Is Norton or ISP software attempting to scan email attachments and that's why it locks up. Once it's on your HD and you close the web connection, it's no longer an attachment so the other apps ignore it.

Just a thought...

Ron

Productivity Software

Problem opening Word Attachments

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