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Word 2003 hangs on startup; slow XP shutdown

Discussion in 'Business Applications' started by anova, Feb 5, 2006.

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  1. anova

    anova Thread Starter

    Jan 28, 2006
    Can you help with either or both of the following problems?

    1. Word 2003 hangs: the splash screen comes up, but
    nothing else happens. I finally have to kill the
    Word process. On alternating attempts, Word prompts to open
    in safe mode, which comes up fine.

    2. The computer usually shuts down very slowly, but not always.

    Here are some more details:

    * The computer is a Dell Inspiron 6000 laptop running
    Windows XP Service Pack 2.

    * We installed an HP 895Cse printer as a USB printer.
    The Word problems arose some time after that. The printer
    is being shared with another older Dell. The older Dell
    communicates with the printer via a parallel port. However,
    I believe the slow shutdown may have started before the
    printer installation.

    * I've installed several of the M$ updates as prompted.
    Is there reason to suspect these?

    * After starting Word and waiting more than a minute, I
    attached WinDbg to the WINWORD.EXE process and got the
    following results. Are these helpful? Can you recommend
    how I should proceed from here? Many thanks for your help.

    Microsoft (R) Windows Debugger Version 6.5.0003.7
    Copyright (c) Microsoft Corporation. All rights reserved.

    *** wait with pending attach
    Symbol search path is: C:\WINDOWS\Symbols
    Executable search path is:
    ModLoad: 30000000 30baa000 C:\Program Files\Microsoft Office\OFFICE11\WINWORD.EXE
    ModLoad: 7c900000 7c9b0000 C:\WINDOWS\system32\ntdll.dll
    ModLoad: 7c800000 7c8f4000 C:\WINDOWS\system32\kernel32.dll
    ModLoad: 77dd0000 77e6b000 C:\WINDOWS\system32\ADVAPI32.dll
    ModLoad: 77e70000 77f01000 C:\WINDOWS\system32\RPCRT4.dll
    ModLoad: 77f10000 77f57000 C:\WINDOWS\system32\GDI32.dll
    ModLoad: 77d40000 77dd0000 C:\WINDOWS\system32\USER32.dll
    ModLoad: 774e0000 7761d000 C:\WINDOWS\system32\ole32.dll
    ModLoad: 77c10000 77c68000 C:\WINDOWS\system32\msvcrt.dll
    ModLoad: 30c90000 31837000 C:\Program Files\Common Files\Microsoft Shared\office11\mso.dll
    ModLoad: 745e0000 748a6000 C:\WINDOWS\system32\msi.dll
    ModLoad: 77c00000 77c08000 C:\WINDOWS\system32\VERSION.dll
    ModLoad: 5ad70000 5ada8000 C:\WINDOWS\system32\uxtheme.dll
    ModLoad: 773d0000 774d2000 C:\WINDOWS\WinSxS\x86_Microsoft.Windows.Common-Controls_6595b64144ccf1df_6.0.2600.2180_x-ww_a84f1ff9\Comctl32.dll
    ModLoad: 77f60000 77fd6000 C:\WINDOWS\system32\SHLWAPI.dll
    ModLoad: 67320000 6734f000 C:\PROGRA~1\COMMON~1\SYMANT~1\ANTISPAM\asOEHook.dll
    ModLoad: 7c340000 7c396000 C:\WINDOWS\system32\MSVCR71.dll
    ModLoad: 39700000 397e3000 C:\Program Files\Common Files\Microsoft Shared\office11\riched20.dll
    ModLoad: 77120000 771ac000 C:\WINDOWS\system32\OLEAUT32.dll
    ModLoad: 75e90000 75f40000 C:\WINDOWS\system32\SXS.DLL
    ModLoad: 20000000 202c5000 C:\WINDOWS\system32\xpsp2res.dll
    ModLoad: 76fd0000 7704f000 C:\WINDOWS\system32\CLBCATQ.DLL
    ModLoad: 77050000 77115000 C:\WINDOWS\system32\COMRes.dll
    ModLoad: 6b5d0000 6b5de000 C:\Program Files\Norton Internet Security\Norton AntiVirus\OfficeAV.dll
    ModLoad: 7c9c0000 7d1d5000 C:\WINDOWS\system32\SHELL32.dll
    ModLoad: 7c3a0000 7c41b000 C:\WINDOWS\system32\MSVCP71.dll
    ModLoad: 5d090000 5d127000 C:\WINDOWS\system32\comctl32.dll
    ModLoad: 6b180000 6b1c7000 C:\Program Files\Common Files\Symantec Shared\ccL35.dll
    ModLoad: 71ab0000 71ac7000 C:\WINDOWS\system32\WS2_32.dll
    ModLoad: 71aa0000 71aa8000 C:\WINDOWS\system32\WS2HELP.dll
    ModLoad: 6b4a0000 6b4b2000 C:\Program Files\Common Files\Symantec Shared\ccVrTrst.dll
    ModLoad: 77920000 77a13000 C:\WINDOWS\system32\SETUPAPI.dll
    ModLoad: 71ad0000 71ad9000 C:\WINDOWS\system32\WSOCK32.dll
    ModLoad: 77a80000 77b14000 C:\WINDOWS\system32\Crypt32.dll
    ModLoad: 77b20000 77b32000 C:\WINDOWS\system32\MSASN1.dll
    ModLoad: 76c30000 76c5e000 C:\WINDOWS\system32\WinTrust.dll
    ModLoad: 76c90000 76cb8000 C:\WINDOWS\system32\IMAGEHLP.dll
    ModLoad: 0ffd0000 0fff8000 C:\WINDOWS\system32\rsaenh.dll
    ModLoad: 769c0000 76a73000 C:\WINDOWS\system32\userenv.dll
    ModLoad: 77fe0000 77ff1000 C:\WINDOWS\system32\secur32.dll
    ModLoad: 5b860000 5b8b4000 C:\WINDOWS\system32\netapi32.dll
    (c0.950): Break instruction exception - code 80000003 (first chance)
    eax=7ffdb000 ebx=00000001 ecx=00000002 edx=00000003 esi=00000004 edi=00000005
    eip=7c901230 esp=00e2ffcc ebp=00e2fff4 iopl=0 nv up ei pl zr na po nc
    cs=001b ss=0023 ds=0023 es=0023 fs=0038 gs=0000 efl=00000246
    7c901230 cc int 3
    0:005> !analyze -v
    * *
    * Exception Analysis *
    * *

    *** ERROR: Symbol file could not be found. Defaulted to export symbols for C:\WINDOWS\system32\USER32.dll -
    *** ERROR: Symbol file could not be found. Defaulted to export symbols for C:\Program Files\Norton Internet Security\Norton AntiVirus\OfficeAV.dll -

    7c901230 cc int 3

    EXCEPTION_RECORD: ffffffff -- (.exr ffffffffffffffff)
    ExceptionAddress: 7c901230 (ntdll!DbgBreakPoint)
    ExceptionCode: 80000003 (Break instruction exception)
    ExceptionFlags: 00000000
    NumberParameters: 3
    Parameter[0]: 00000000
    Parameter[1]: 00000002
    Parameter[2]: 00000003

    FAULTING_THREAD: 00000950

    BUGCHECK_STR: 80000003



    ERROR_CODE: (NTSTATUS) 0x80000003 - {EXCEPTION} Breakpoint A breakpoint has been reached.

    00e2ffc8 7c9507a8 00000005 00000004 00000001 ntdll!DbgBreakPoint
    00e2fff4 00000000 00000000 00000000 00000000 ntdll!DbgUiRemoteBreakin+0x2d

    7c901230 cc int 3

    FOLLOWUP_NAME: MachineOwner

    SYMBOL_NAME: ntdll!DbgBreakPoint+0

    MODULE_NAME: ntdll

    IMAGE_NAME: ntdll.dll


    STACK_COMMAND: ~5s ; kb


    Followup: MachineOwner

    0:005> ~* kb 200

    0 Id: c0.740 Suspend: 1 Teb: 7ffdf000 Unfrozen
    ChildEBP RetAddr Args to Child
    0012c908 7c90e9ab 7c8094f2 00000002 0012c934 ntdll!KiFastSystemCallRet
    0012c90c 7c8094f2 00000002 0012c934 00000001 ntdll!ZwWaitForMultipleObjects+0xc
    0012c9a8 77d495f9 00000002 0012c9d0 00000000 kernel32!WaitForMultipleObjectsEx+0x12c
    WARNING: Stack unwind information not available. Following frames may be wrong.
    0012ca04 77d496a8 00000001 0012caa4 ffffffff USER32!GetLastInputInfo+0x105
    0012ca20 6b5d1170 00000001 0012caa4 00000000 USER32!MsgWaitForMultipleObjects+0x1f
    0012ca6c 6b5d17a6 00000001 0012caa4 ffffffff OfficeAV+0x1170
    0012ca70 00000000 0012caa4 ffffffff 000000a0 OfficeAV+0x17a6

    1 Id: c0.fc4 Suspend: 1 Teb: 7ffde000 Unfrozen
    ChildEBP RetAddr Args to Child
    00e1fe18 7c90e399 77e76703 0000013c 00e1ff70 ntdll!KiFastSystemCallRet
    00e1fe1c 77e76703 0000013c 00e1ff70 00000000 ntdll!NtReplyWaitReceivePortEx+0xc
    00e1ff80 77e76c22 00e1ffa8 77e76a3b 00166208 RPCRT4!LRPC_ADDRESS::ReceiveLotsaCalls+0xf4
    00e1ff88 77e76a3b 00166208 00000000 0012d960 RPCRT4!RecvLotsaCallsWrapper+0xd
    00e1ffa8 77e76c0a 00167c08 00e1ffec 7c80b50b RPCRT4!BaseCachedThreadRoutine+0x79
    00e1ffb4 7c80b50b 00143020 00000000 0012d960 RPCRT4!ThreadStartRoutine+0x1a
    00e1ffec 00000000 77e76bf0 00143020 00000000 kernel32!BaseThreadStart+0x37

    2 Id: c0.5b8 Suspend: 1 Teb: 7ffda000 Unfrozen
    ChildEBP RetAddr Args to Child
    0123fce8 7c90e9ab 7c92a0d5 00000014 0123fd30 ntdll!KiFastSystemCallRet
    0123fcec 7c92a0d5 00000014 0123fd30 00000001 ntdll!ZwWaitForMultipleObjects+0xc
    0123ffb4 7c80b50b 00000000 00140000 00000000 ntdll!RtlpWaitThread+0x13d
    0123ffec 00000000 7c929fae 00000000 00000000 kernel32!BaseThreadStart+0x37

    3 Id: c0.8d8 Suspend: 1 Teb: 7ffd9000 Unfrozen
    ChildEBP RetAddr Args to Child
    0143fec8 7c90e9ab 7c8094f2 00000003 0143fef4 ntdll!KiFastSystemCallRet
    0143fecc 7c8094f2 00000003 0143fef4 00000001 ntdll!ZwWaitForMultipleObjects+0xc
    0143ff68 7c809c86 00000003 76a60310 00000000 kernel32!WaitForMultipleObjectsEx+0x12c
    0143ff84 769c888d 00000003 76a60310 00000000 kernel32!WaitForMultipleObjects+0x18
    0143ffb4 7c80b50b 00000000 00000000 00000000 userenv!NotificationThread+0x5f
    0143ffec 00000000 769c8831 00000000 00000000 kernel32!BaseThreadStart+0x37

    4 Id: c0.f70 Suspend: 1 Teb: 7ffdc000 Unfrozen
    ChildEBP RetAddr Args to Child
    0113fe18 7c90e399 77e76703 0000013c 0113ff70 ntdll!KiFastSystemCallRet
    0113fe1c 77e76703 0000013c 0113ff70 00000000 ntdll!NtReplyWaitReceivePortEx+0xc
    0113ff80 77e76c22 0113ffa8 77e76a3b 00166208 RPCRT4!LRPC_ADDRESS::ReceiveLotsaCalls+0xf4
    0113ff88 77e76a3b 00166208 00000000 0019a650 RPCRT4!RecvLotsaCallsWrapper+0xd
    0113ffa8 77e76c0a 00167c08 0113ffec 7c80b50b RPCRT4!BaseCachedThreadRoutine+0x79
    0113ffb4 7c80b50b 001ce030 00000000 0019a650 RPCRT4!ThreadStartRoutine+0x1a
    0113ffec 00000000 77e76bf0 001ce030 00000000 kernel32!BaseThreadStart+0x37

    # 5 Id: c0.950 Suspend: 1 Teb: 7ffdd000 Unfrozen
    ChildEBP RetAddr Args to Child
    00e2ffc8 7c9507a8 00000005 00000004 00000001 ntdll!DbgBreakPoint
    00e2fff4 00000000 00000000 00000000 00000000 ntdll!DbgUiRemoteBreakin+0x2d
  2. Miz


    Jul 1, 2002
    For the Word problem, find and delete the normal.dot file, which is what Word uses when it open with a blank document. If running a search doesn't find it, in My Computer>Tools>Options>View tab, make sure "Show extensions for known file types" is checked and "Hide extensions for known file types" and "Hide protected operating system files" are unchecked.

    Run the search again and delete normal.dot.

    The two most common causes for slow shutdowns are antivirus programs and drivers.

    To narrow it down, end all Norton processes in Task Manager>processes tab before you shut down. If that solves the problem, you'll have at least identified the culprit.
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