[VJH]

My daughter has a HP laptop which has developed a problem with MS word. The application (part of MS Office XP standard (students/teachers version)) starts ok but after a few seconds comes up with the "word has encountered a problem" banner, offering to send a problem report to microsoft.

I have tried the repair and reinstall functions in the troubleshooting section without success. I have also completely uninstalled the office suite and reinstalled it, again without success.
It has now started reporting problems with system settings even +after word has been closed.

Recently, the computer has been returned to HP for attention due to an intermittent problem booting the machine and seemed ok on return (reportedly having had the system board replaced).

I am beginning to think it may be necessary to do a system restore (I have tried going back two weeks but it says that there have been no changes) or even an XP reinstall which I would prefer to be a last resort situation.

Has anyone encountered a similar problem?

[Wolfeymole]

If the laptop is still under guarantee I'd ship it back to HP telling you shouldn't have to be a brain surgeon to install software so why is Office not loading and that you are still getting problems.
You have already done the things I would have suggested VJ so as I said I'd send it back.

[valis]

just for kicks and grins, (not that I would want to trump wolfey; he's pretty much taught me what I know), let's check the event viewer and see if we can get a clearer description of *why* word is being snotty.

[FONT=Arial]go to start > run > eventvwr.msc. That will open an explorer like window with applications, security, and system in the left pane. Click on applications and see if there are any exclamation points near to when it last closed; if so, double click on the item in the right pane, see if it's word related, and if so, click on the two pieces of paper to copy it to your clipboard, and then come back here and paste the results.

one other thing you could do would be to go to start > search > for files or folders > all files and folders > more advanced options > make sure the top 3 are ticked > enter normal.dot in the 'all or part of the file name' box, hit enter, and let it run. Do this with word closed. When it's done, select EVERYTHING it found and delete it all. Then reboot, and try word again.

looking forward to hearing back.

thanks,

v
[/FONT]

[VJH]

Thanks for your interest, valis - you could spend a lifetime lifting the rocks on windows and seeing what crawls out!

I tried your last suggestion and deleting the .dot files (2 of them) but it hasn't helped, Word came up with "not responding"

(HEALTH WARNING - the computer has not been corrected for time/date and is indicating about 21 days and 6 hours behind, in other words, the error tagged as 2/6/07 at 1839 actually occured at 24/6/07 at 0039ish. I have not corrected it yet as that would cause even more confusion)

Below is the event (error, not exclamation mark) for this

Event Type: Error
Event Source: Application Hang
Event Category: (101)
Event ID: 1002
Date: 02/06/2007
Time: 18:39:43
User: N/A
Computer: JENNY
Description:
Hanging application WINWORD.EXE, version 10.0.2627.0, hang module hungapp, version 0.0.0.0, hang address 0x00000000.
For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.
Data:
0000: 41 70 70 6c 69 63 61 74 Applicat
0008: 69 6f 6e 20 48 61 6e 67 ion Hang
0010: 20 20 57 49 4e 57 4f 52 WINWOR
0018: 44 2e 45 58 45 20 31 30 D.EXE 10
0020: 2e 30 2e 32 36 32 37 2e .0.2627.
0028: 30 20 69 6e 20 68 75 6e 0 in hun
0030: 67 61 70 70 20 30 2e 30 gapp 0.0
0038: 2e 30 2e 30 20 61 74 20 .0.0 at
0040: 6f 66 66 73 65 74 20 30 offset 0
0048: 30 30 30 30 30 30 30 0000000


Just to add to that the previous three errors are below

Event Type: Error
Event Source: Microsoft Office 10
Event Category: None
Event ID: 1000
Date: 01/06/2007
Time: 15:49:48
User: N/A
Computer: JENNY
Description:
Faulting application winword.exe, version 10.0.2627.0, faulting module hpzntp06.dll, version 2.133.0.0, fault address 0x00026233.
For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.
Data:
0000: 41 70 70 6c 69 63 61 74 Applicat
0008: 69 6f 6e 20 46 61 69 6c ion Fail
0010: 75 72 65 20 20 77 69 6e ure win
0018: 77 6f 72 64 2e 65 78 65 word.exe
0020: 20 31 30 2e 30 2e 32 36 10.0.26
0028: 32 37 2e 30 20 69 6e 20 27.0 in
0030: 68 70 7a 6e 74 70 30 36 hpzntp06
0038: 2e 64 6c 6c 20 32 2e 31 .dll 2.1
0040: 33 33 2e 30 2e 30 20 61 33.0.0 a
0048: 74 20 6f 66 66 73 65 74 t offset
0050: 20 30 30 30 32 36 32 33 0002623
0058: 33 0d 0a 3..


Event Type: Error
Event Source: Microsoft Office 10
Event Category: None
Event ID: 1000
Date: 01/06/2007
Time: 15:49:07
User: N/A
Computer: JENNY
Description:
Faulting application winword.exe, version 10.0.2627.0, faulting module hpzntp06.dll, version 2.133.0.0, fault address 0x00026233.
For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.
Data:
0000: 41 70 70 6c 69 63 61 74 Applicat
0008: 69 6f 6e 20 46 61 69 6c ion Fail
0010: 75 72 65 20 20 77 69 6e ure win
0018: 77 6f 72 64 2e 65 78 65 word.exe
0020: 20 31 30 2e 30 2e 32 36 10.0.26
0028: 32 37 2e 30 20 69 6e 20 27.0 in
0030: 68 70 7a 6e 74 70 30 36 hpzntp06
0038: 2e 64 6c 6c 20 32 2e 31 .dll 2.1
0040: 33 33 2e 30 2e 30 20 61 33.0.0 a
0048: 74 20 6f 66 66 73 65 74 t offset
0050: 20 30 30 30 32 36 32 33 0002623
0058: 33 0d 0a 3..


Event Type: Error
Event Source: Microsoft Office 10
Event Category: None
Event ID: 1000
Date: 01/06/2007
Time: 15:48:54
User: N/A
Computer: JENNY
Description:
Faulting application winword.exe, version 10.0.2627.0, faulting module hpzntp06.dll, version 2.133.0.0, fault address 0x00026233.
For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.
Data:
0000: 41 70 70 6c 69 63 61 74 Applicat
0008: 69 6f 6e 20 46 61 69 6c ion Fail
0010: 75 72 65 20 20 77 69 6e ure win
0018: 77 6f 72 64 2e 65 78 65 word.exe
0020: 20 31 30 2e 30 2e 32 36 10.0.26
0028: 32 37 2e 30 20 69 6e 20 27.0 in
0030: 68 70 7a 6e 74 70 30 36 hpzntp06
0038: 2e 64 6c 6c 20 32 2e 31 .dll 2.1
0040: 33 33 2e 30 2e 30 20 61 33.0.0 a
0048: 74 20 6f 66 66 73 65 74 t offset
0050: 20 30 30 30 32 36 32 33 0002623
0058: 33 0d 0a 3..

[valis]

faulting module hpzntp06.dll

hpzntp06.dll is an hp printer driver. Try uninstalling and reinstalling your printer from scratch, or, if you no longer use the printer, just uninstall it.

But that seems to be what is cratering your word.

[VJH]

Originally Posted by valis hpzntp06.dll is an hp printer driver. Try uninstalling and reinstalling your printer from scratch. But that seems to be what is cratering your word.

Thanks, I'll try that. The laptop is on a wireless network with two other PCs. The router and printer (yes, an HP) are connected to the main PC which is set to file and printer sharing.
Thinking back, I did have a problem loading the printer driver on the laptop and had to try it two or three times before it would send files to the printer.

[valis]

well, that .dll is what is hanging word.....try uninstalling the printer entirely, then see if word craters again. If it doesn't, that eliminates the office software, and puts the blame squarely on the hp software. I've had LOADS of issues with hp printers; love their machines, but detest the printers, especially the All In Ones.....sketchy, to say the best.

let us know,

v

[VJH]

Its looking good, valis. Word is stable after uninstalling the printer driver. Tried reinstalling the printer software and although it seems to be coping, some functions (eg setting printer options) are a bit on the flaky side, however I know where to look now. If the worst comes to the worst, she will have to copy docs onto usb flash and print from this machine.

Great advice guy, and thanks again.

[valis]

no problemo.....sort of what we're here for. :)

glad it worked. Once I saw that an HP printer was involved, I sort of figured it would join the fray.