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Error msg{ "Word must close"

Discussion in 'Business Applications' started by docusk, Oct 14, 2005.

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  1. docusk

    docusk Thread Starter

    Joined:
    Mar 24, 2005
    Messages:
    111
    I keep getting this message, some days now, normally I can get back in after a couple of restarts but today can't get any further than the error message and restart.
    I looked at a previous post with similar message but in IE so I want attach a hijackthis log in case anyone can spot the mistake. I've forgotten how to do it. I have hijackthis.zip in My Documents, where do I go from there please?
    I'm running Grisoft AVG plus Spybot & Adware, Microsoft's security download.
    Runing XP pro, Office Pro 2003.
    OK Found out how-to and here's tha file.

    Logfile of HijackThis v1.99.1
    Scan saved at 10:08:06, on 14/10/2005
    Platform: Windows XP SP2 (WinNT 5.01.2600)
    MSIE: Internet Explorer v6.00 SP2 (6.00.2900.2180)

    Running processes:
    C:\WINDOWS\System32\smss.exe
    C:\WINDOWS\system32\winlogon.exe
    C:\WINDOWS\system32\services.exe
    C:\WINDOWS\system32\lsass.exe
    C:\WINDOWS\system32\svchost.exe
    C:\WINDOWS\system32\svchost.exe
    C:\WINDOWS\system32\spoolsv.exe
    C:\WINDOWS\Explorer.EXE
    C:\PROGRA~1\Grisoft\AVGFRE~1\avgcc.exe
    C:\PROGRA~1\Grisoft\AVGFRE~1\avgemc.exe
    C:\Program Files\Microsoft IntelliPoint\point32.exe
    C:\Program Files\D-Tools\daemon.exe
    C:\Program Files\Common Files\Real\Update_OB\realsched.exe
    C:\Program Files\Symantec\Norton Ghost\Agent\GhostTray.exe
    C:\Program Files\Plaxo\2.4.1.5\InstallStub.exe
    C:\PROGRA~1\Grisoft\AVGFRE~1\avgamsvr.exe
    C:\PROGRA~1\Grisoft\AVGFRE~1\avgupsvc.exe
    C:\WINDOWS\System32\GEARSec.exe
    C:\Program Files\Symantec\Norton Ghost\Agent\PQV2iSvc.exe
    C:\WINDOWS\system32\nvsvc32.exe
    C:\WINDOWS\system32\svchost.exe
    C:\WINDOWS\Temp\system.exe
    C:\Program Files\Common Files\Ulead Systems\DVD\ULCDRSvr.exe
    C:\Program Files\RealVNC\VNC4\WinVNC4.exe
    C:\WINDOWS\System32\svchost.exe
    C:\WINDOWS\system32\dllhost.exe
    F:\UNZIPP~1\WINZIP\wzqkpick.exe
    C:\Program Files\Hijackthis\HijackThis.exe

    R0 - HKCU\Software\Microsoft\Internet Explorer\Main,Start Page = http://www.google.co.uk/
    R0 - HKLM\Software\Microsoft\Internet Explorer\Main,Start Page = http://www.google.co.uk/
    R0 - HKCU\Software\Microsoft\Internet Explorer\Main,Local Page = \blank.htm
    O2 - BHO: AcroIEHlprObj Class - {06849E9F-C8D7-4D59-B87D-784B7D6BE0B3} - C:\Program Files\Adobe\Acrobat 7.0\ActiveX\AcroIEHelper.dll
    O2 - BHO: (no name) - {53707962-6F74-2D53-2644-206D7942484F} - C:\Program Files\Spybot - Search & Destroy\SDHelper.dll
    O2 - BHO: Google Toolbar Helper - {AA58ED58-01DD-4d91-8333-CF10577473F7} - c:\program files\google\googletoolbar2.dll
    O2 - BHO: AcroIEToolbarHelper Class - {AE7CD045-E861-484f-8273-0445EE161910} - C:\Program Files\Adobe\Acrobat 7.0\Acrobat\AcroIEFavClient.dll
    O3 - Toolbar: Adobe PDF - {47833539-D0C5-4125-9FA8-0819E2EAAC93} - C:\Program Files\Adobe\Acrobat 7.0\Acrobat\AcroIEFavClient.dll
    O3 - Toolbar: Yahoo! Toolbar - {EF99BD32-C1FB-11D2-892F-0090271D4F88} - C:\Program Files\Yahoo!\Companion\Installs\cpn0\yt.dll
    O3 - Toolbar: &Google - {2318C2B1-4965-11d4-9B18-009027A5CD4F} - c:\program files\google\googletoolbar2.dll
    O4 - HKLM\..\Run: [AVG7_CC] C:\PROGRA~1\Grisoft\AVGFRE~1\avgcc.exe /STARTUP
    O4 - HKLM\..\Run: [AVG7_EMC] C:\PROGRA~1\Grisoft\AVGFRE~1\avgemc.exe
    O4 - HKLM\..\Run: [NvCplDaemon] RUNDLL32.EXE C:\WINDOWS\system32\NvCpl.dll,NvStartup
    O4 - HKLM\..\Run: [IntelliPoint] "C:\Program Files\Microsoft IntelliPoint\point32.exe"
    O4 - HKLM\..\Run: [eDonkey2000] "C:\Program Files\eDonkey2000\eDonkey2000.exe" -t
    O4 - HKLM\..\Run: [DAEMON Tools-1033] "C:\Program Files\D-Tools\daemon.exe" -lang 1033
    O4 - HKLM\..\Run: [TkBellExe] "C:\Program Files\Common Files\Real\Update_OB\realsched.exe" -osboot
    O4 - HKLM\..\Run: [Norton Ghost 9.0] C:\Program Files\Symantec\Norton Ghost\Agent\GhostTray.exe
    O4 - HKCU\..\Run: [Yahoo! Pager] C:\Program Files\Yahoo!\Messenger\ypager.exe -quiet
    O4 - HKCU\..\Run: [Skype] "C:\Program Files\Skype\Phone\Skype.exe" /nosplash /minimized
    O4 - HKCU\..\Run: [PlaxoUpdate] C:\Program Files\Plaxo\2.4.1.5\InstallStub.exe -a
    O4 - HKCU\..\Run: [NBJ] "C:\Program Files\Ahead\Nero BackItUp\NBJ.exe"
    O4 - Startup: MailWasherPro.lnk = C:\Program Files\FireTrust\MailWasher Pro\MailWasher.exe
    O4 - Global Startup: WinZip Quick Pick.lnk = F:\UNZIPP~1\WINZIP\WZQKPICK.EXE
    O8 - Extra context menu item: &Google Search - res://c:\program files\google\GoogleToolbar2.dll/cmsearch.html
    O8 - Extra context menu item: &Translate English Word - res://c:\program files\google\GoogleToolbar2.dll/cmwordtrans.html
    O8 - Extra context menu item: Backward Links - res://c:\program files\google\GoogleToolbar2.dll/cmbacklinks.html
    O8 - Extra context menu item: Cached Snapshot of Page - res://c:\program files\google\GoogleToolbar2.dll/cmcache.html
    O8 - Extra context menu item: Convert link target to Adobe PDF - res://C:\Program Files\Adobe\Acrobat 7.0\Acrobat\AcroIEFavClient.dll/AcroIECapture.html
    O8 - Extra context menu item: Convert link target to existing PDF - res://C:\Program Files\Adobe\Acrobat 7.0\Acrobat\AcroIEFavClient.dll/AcroIEAppend.html
    O8 - Extra context menu item: Convert selected links to Adobe PDF - res://C:\Program Files\Adobe\Acrobat 7.0\Acrobat\AcroIEFavClient.dll/AcroIECaptureSelLinks.html
    O8 - Extra context menu item: Convert selected links to existing PDF - res://C:\Program Files\Adobe\Acrobat 7.0\Acrobat\AcroIEFavClient.dll/AcroIEAppendSelLinks.html
    O8 - Extra context menu item: Convert selection to Adobe PDF - res://C:\Program Files\Adobe\Acrobat 7.0\Acrobat\AcroIEFavClient.dll/AcroIECapture.html
    O8 - Extra context menu item: Convert selection to existing PDF - res://C:\Program Files\Adobe\Acrobat 7.0\Acrobat\AcroIEFavClient.dll/AcroIEAppend.html
    O8 - Extra context menu item: Convert to Adobe PDF - res://C:\Program Files\Adobe\Acrobat 7.0\Acrobat\AcroIEFavClient.dll/AcroIECapture.html
    O8 - Extra context menu item: Convert to existing PDF - res://C:\Program Files\Adobe\Acrobat 7.0\Acrobat\AcroIEFavClient.dll/AcroIEAppend.html
    O8 - Extra context menu item: E&xport to Microsoft Excel - res://C:\PROGRA~1\MICROS~2\OFFICE11\EXCEL.EXE/3000
    O8 - Extra context menu item: Similar Pages - res://c:\program files\google\GoogleToolbar2.dll/cmsimilar.html
    O8 - Extra context menu item: Translate Page into English - res://c:\program files\google\GoogleToolbar2.dll/cmtrans.html
    O9 - Extra button: (no name) - {08B0E5C0-4FCB-11CF-AAA5-00401C608501} - C:\Program Files\Java\jre1.5.0_02\bin\npjpi150_02.dll
    O9 - Extra 'Tools' menuitem: Sun Java Console - {08B0E5C0-4FCB-11CF-AAA5-00401C608501} - C:\Program Files\Java\jre1.5.0_02\bin\npjpi150_02.dll
    O9 - Extra button: Research - {92780B25-18CC-41C8-B9BE-3C9C571A8263} - C:\PROGRA~1\MICROS~2\OFFICE11\REFIEBAR.DLL
    O9 - Extra button: Messenger - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\Program Files\Messenger\msmsgs.exe
    O9 - Extra 'Tools' menuitem: Windows Messenger - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\Program Files\Messenger\msmsgs.exe
    O16 - DPF: {08BEF711-06DA-48B2-9534-802ECAA2E4F9} (PlxInstall Class) - https://www.plaxo.com/down/latest/PlaxoInstall.cab
    O16 - DPF: {17492023-C23A-453E-A040-C7C580BBF700} (Windows Genuine Advantage Validation Tool) - http://go.microsoft.com/fwlink/?linkid=39204
    O16 - DPF: {56336BCB-3D8A-11D6-A00B-0050DA18DE71} (RdxIE Class) - http://software-dl.real.com/01a94866ba06e357b117/netzip/RdxIE601.cab
    O16 - DPF: {6414512B-B978-451D-A0D8-FCFDF33E833C} (WUWebControl Class) - http://v5.windowsupdate.microsoft.c...ls/en/x86/client/wuweb_site.cab?1072983780921
    O16 - DPF: {6E32070A-766D-4EE6-879C-DC1FA91D2FC3} (MUWebControl Class) - http://update.microsoft.com/microsoftupdate/v6/V5Controls/en/x86/client/muweb_site.cab?1121120934375
    O16 - DPF: {9E265649-6E0E-4EEA-9F49-DAE0801440CF} (WebDigiNet Control) - http://212.56.101.116/WebDiginet.CAB
    O16 - DPF: {D74AEB87-1F97-40E5-9397-477FEB6E5CD6} (Microsoft Word 2002 Step by Step Interactive) - file://C:\Program Files\Microsoft Interactive Training\WRD2002\mitm0031.cab
    O23 - Service: Adobe LM Service - Adobe Systems - C:\Program Files\Common Files\Adobe Systems Shared\Service\Adobelmsvc.exe
    O23 - Service: AVG7 Alert Manager Server (Avg7Alrt) - GRISOFT, s.r.o. - C:\PROGRA~1\Grisoft\AVGFRE~1\avgamsvr.exe
    O23 - Service: AVG7 Update Service (Avg7UpdSvc) - GRISOFT, s.r.o. - C:\PROGRA~1\Grisoft\AVGFRE~1\avgupsvc.exe
    O23 - Service: FireDaemon Service: ecure (ecure) - Unknown owner - C:\WINDOWS\Temp\FireDaemon.EXE
    O23 - Service: GEARSecurity - GEAR Software - C:\WINDOWS\System32\GEARSec.exe
    O23 - Service: Imapi Helper - Alex Feinman - C:\Program Files\Alex Feinman\ISO Recorder\ImapiHelper.exe
    O23 - Service: Norton Ghost - Symantec Corporation - C:\Program Files\Symantec\Norton Ghost\Agent\PQV2iSvc.exe
    O23 - Service: NVIDIA Display Driver Service (NVSvc) - NVIDIA Corporation - C:\WINDOWS\system32\nvsvc32.exe
    O23 - Service: Pml Driver HPZ12 - HP - C:\WINDOWS\system32\HPZipm12.exe
    O23 - Service: Sandra Data Service (SandraDataSrv) - SiSoftware - C:\Program Files\SiSoftware\SiSoftware Sandra Professional 2005\RpcDataSrv.exe
    O23 - Service: Sandra Service (SandraTheSrv) - SiSoftware - C:\Program Files\SiSoftware\SiSoftware Sandra Professional 2005\RpcSandraSrv.exe
    O23 - Service: FireDaemon Service: svchost1 (svchost1) - Unknown owner - C:\WINDOWS\Temp\FireDaemon.EXE
    O23 - Service: FireDaemon Service: system (system) - Unknown owner - C:\WINDOWS\Temp\FireDaemon.EXE
    O23 - Service: Ulead Burning Helper (UleadBurningHelper) - Ulead Systems, Inc. - C:\Program Files\Common Files\Ulead Systems\DVD\ULCDRSvr.exe
    O23 - Service: VNC Server Version 4 (WinVNC4) - Unknown owner - C:\Program Files\RealVNC\VNC4\WinVNC4.exe" -service (file missing)

    Notes. Sandra is the old PC used as a server.
    docusk
     
  2. kiwiguy

    kiwiguy

    Joined:
    Aug 17, 2003
    Messages:
    17,584
  3. docusk

    docusk Thread Starter

    Joined:
    Mar 24, 2005
    Messages:
    111
    OK found the advice and did that. Nothing changed. Now I can't find either normal.dot or abnormal.dot! I can't access options as when I did that it was that which produced the error message.
    I did a restore from the Ghost 9.0 image on the second HD but it didn't make any difference. I have no idea how to search the ghost image for individual files so I'm stuck. Would it be better to uninstall and re-install from scratch?
    I know it says it won't restore a normal.dot but maybe??????
    HELP!
    docusk
     
  4. Rollin_Again

    Rollin_Again

    Joined:
    Sep 4, 2003
    Messages:
    4,912
    Did you enable searching for hidden files? Enable searching of hidden files and then do a windows search for Normal.dot

    Rollin
     
  5. docusk

    docusk Thread Starter

    Joined:
    Mar 24, 2005
    Messages:
    111
    Yes. hidden files and system files searched with no resul;t apart from the MS references you gave me. I will try again though and make sure all are being searched.
    docusk
     
  6. docusk

    docusk Thread Starter

    Joined:
    Mar 24, 2005
    Messages:
    111
    No, done it all again but no luck. The error only seems to apply when I try to change the options in Word. I have opened three or four existing documents successfully so i can keep working but I still need to end this. I even opened a blank sheet and did a page setup and saved it as 'default' which I thought would create the normal.dot but it's still not to be seen.
    I can carry on working and all the other apps seem to be OK. I can access Options in all of them and no problems.
    I presume I can't just re-install Word?
    docusk
     
  7. kiwiguy

    kiwiguy

    Joined:
    Aug 17, 2003
    Messages:
    17,584
    If you can open existing Word documents directly, and all is OK then it does point to a corrupt normal.dot file.

    When Word first launches it looks for normal.dot, if none exists it will create a clean one.

    Reinstalling Word would have no effect as its a data file, nor recreated with a reinstall.

    The fact you cannot find it suggests there is still something wrong in your searching methods, as Word has to have created one if it has ever been run.

    Creating a blank sheet and changing option to save to default will only "update" what is already probably a corrupt normal.dot file, it will not create a new one. Only deleting the old one will do that. And it must exist.
     
  8. docusk

    docusk Thread Starter

    Joined:
    Mar 24, 2005
    Messages:
    111
    Ah. I may have misled you. There was a normal.dot file alright and I renamed it, as directed in the MS knowledge base article, to abnormal.dot.
    Still looking in hidden files and system files, I can't find either of them.
    I even went into a blank, new page, set it up with my normal parameters and saved it as default thinking that might make me a normal.dot but no.
    I have followed the MicroSoft articles(s) to the letter.
    I can't find any trojans or other viruses either. Hmmmm. Thinking caps on guys.
    I'm off to stay with my youngest daughter tomorrow, a weekend in the country might sort my little grey cells out huh, maybe?
    Turn all the computers off (except hers cos I'm putting a wireless network in for her). Busman's holiday eh?
    Cheers chaps.
    docusk
     
  9. kiwiguy

    kiwiguy

    Joined:
    Aug 17, 2003
    Messages:
    17,584
    My initial thoughts are that the "normal.dot" file you renamed was not the one in current use, and that you have not found the one that is giving you grief.

    Its not uncommon to have multiple instances (created by dofferent log-ins etc).

    It is (almost) impossible however as I understand it to restart and use Word without it creating a clean new "normal.dot", as it would simply be unable to load any default parameters for a new document unless it had one.

    Its more likely in my view that you have just not located the right one.
     
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