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Help! I'm getting error messages too much-can't open Resume Wizard
Okay, I was getting help from HP online support almost all day, but they
weren't able to help me. Here's my conversation so I don't have 2 re-explain my prob 4 the millionth time. They told me to contact MSN, but MSN won't help because it's an HP computer! Any advice would be MUCH appreciated! Thanks in advance! --Liz Liz Bernhardt: (Sun, May 1, 2005 at 01:27:39 PM) Hi, I'm having trouble w/ my Microsoft Word, (from my "Works Suite 2002" software. It first started when I went in to print out my resume that was saved on my computer. I did the resume w/ the 'resume wizard'. When I opened it, a thing popped up that said "Microsoft has encountered a problem and needs to close". This has happened a few times in the past, and it usually recovers everything...but not this time. It saved all the writing but completely lost the format---which is everything 4 a resume! So I tried re-doing the entire resume several times, but every time I try to open resume wizard, the "Microsoft has encountered a problem..." thing appears and there's no way of getting into it! Status Message: (05/01/2005 01:27:49 PM) Welcome to HP Total Care. We are assigning your request to a support analyst. This may take a few minutes. We appreciate your patience. Status Message: (05/01/2005 01:29:31 PM) Support analyst Hari K has been assigned to your request. Hari K: (05/01/2005 01:29:31 PM) Welcome to HP Total Care. My name is Hari K. I am currently reviewing your Support request 4343558 and will respond shortly, so please remain connected to the internet. Liz Bernhardt: (05/01/2005 01:29:46 PM) k Hari K: (05/01/2005 01:31:30 PM) Do you have full version of Microsoft Office Word installed from CD you have? Liz Bernhardt: (05/01/2005 01:32:30 PM) Yes, I believe so Liz Bernhardt: (05/01/2005 01:33:46 PM) It's the plain ol' Microsoft Word Liz Bernhardt: (05/01/2005 01:34:11 PM) But it does have resume wizard because I've been using it...until this prob occurred Hari K: (05/01/2005 01:34:30 PM) Okay. I believe some of the system files are corrupted. Follow these steps to perform a System File Check: 1. Click Start Run. Type 'cmd' and then ok. 2. You will see a prompt screen with a blinking cursor. 3. Type ' cd\ ' and then hit an enter. 4. Now type 'sfc/scannow' and hit an enter. 5. Scanning of the system files starts. Liz Bernhardt: (05/01/2005 01:35:55 PM) it's scanning now Hari K: (05/01/2005 01:38:03 PM) Okay. Liz Bernhardt: (05/01/2005 01:39:48 PM) It looks to be about 1/4 of the way done...it's taking a while, lol Hari K: (05/01/2005 01:41:32 PM) OK. Liz Bernhardt: (05/01/2005 01:50:35 PM) About 40% to go Hari K: (05/01/2005 01:53:32 PM) Fine. Liz Bernhardt: (05/01/2005 02:04:10 PM) Okay, it's done and it closed itself Hari K: (05/01/2005 02:05:02 PM) That's great! Hari K: (05/01/2005 02:05:02 PM) Now, restart the computer and check if it works fine. Liz Bernhardt: (05/01/2005 02:05:30 PM) Great, thank you! Hari K: (05/01/2005 05:37:29 PM) When you restart/shutdown, this session will be lost temporarily. Click Start, Help and Support, Reply back to us to resume this session again. Hari K: (05/01/2005 05:37:30 PM) Did that work? Hari K: (05/01/2005 05:37:30 PM) Are you online? Hari K: (05/01/2005 05:37:30 PM) Please respond. Hari K: (05/01/2005 05:37:30 PM) I have not received any communication from you in some time. I will place this request in a special holding queue. If you still require assistance, please reply to this message and either I or another qualified agent will continue to assist you. Thank you for using HP Instant Support. Hari K: (05/01/2005 05:37:30 PM) We have not received a communication from you in the last hour. If you still require assistance, please reply to this message and a qualified HP Technical Support Analyst will continue to assist you. This request will be automatically closed if we do not hear from you in 23 hours. Thank you for contacting HP Total Care. Liz Bernhardt: (05/01/2005 05:40:02 PM) Shutting down the computer did not help 4 accessing resume wizard Status Message: (05/01/2005 05:40:54 PM) Support analyst Sid has been assigned to your request. Sid: (05/01/2005 05:41:22 PM) Hi Liz , I am Sid. I will be taking over your support request, number 4343558 . Please give me few minutes to review your previous conversation with us. Liz Bernhardt: (05/01/2005 05:43:19 PM) okay....I had to leave so I didn't get back on after I shut down the comp. I didn't know Harri was waiting! Sid: (05/01/2005 05:46:19 PM) Liz, Are you getting any error message this time? Liz Bernhardt: (05/01/2005 05:47:46 PM) Yeah, every time I go into a new Microsoft Word document and try 2 open resume wizard, it does the "Microsoft has encountered a problem..." annoying thing. I kept trying, but it kept happening. Sid: (05/01/2005 05:51:49 PM) Liz, Is it the same issue when you open any Microsoft Application ? Liz Bernhardt: (05/01/2005 05:52:42 PM) Just Word Liz Bernhardt: (05/01/2005 06:03:14 PM) That same error thing happens frequently in Word. It seems like it's been getting worse. But now, it's happening everytime when I try to go into resume wizard. Liz Bernhardt: (05/01/2005 06:07:54 PM) u still there? Liz Bernhardt: (05/01/2005 06:11:51 PM) ? Liz Bernhardt: (05/01/2005 06:31:15 PM) Still waiting............ Sid: (05/01/2005 06:36:51 PM) Please try opening any other Microsoft application (like Excel, Power point) and let me know whether you are getting same error message. Sid: (05/01/2005 06:36:52 PM) Please stay connected to the Internet, while I search in our database for a solution to the issue. Sid: (05/01/2005 06:36:52 PM) Liz, Have you purchased Microsoft Office full version software or you are still using the Trial version ? Sid: (05/01/2005 06:36:52 PM) Please respond to this message if you are still online with me. Sid: (05/01/2005 06:36:52 PM) Liz, Are you still connected to Instant Support? Sid: (05/01/2005 06:36:52 PM) I will place this incident in a special holding queue. If you require further assistance, please reply to this message within 24 hours. Either I or another qualified analyst will continue to assist you. If you do not respond with in 24 hours, the session will be automatically closed. If you still need assistance with this issue, please open a new incident in Instant Support and specify the incident ID of the session that ended abruptly. Status Message: (05/01/2005 06:37:23 PM) Support analyst Sam has been assigned to your request. Sam: (05/01/2005 06:37:23 PM) Welcome to HP Total Care. My name is Sam. I am currently reviewing your Support request 4343558 and will respond shortly, so please remain connected to Internet. Liz Bernhardt: (05/01/2005 06:38:12 PM) Okay, I don't know what happened 2 Sid Sam: (05/01/2005 06:39:44 PM) I understand from your query that there is an issue with Word Application. Am I right ? Liz Bernhardt: (05/01/2005 06:39:52 PM) yes Sam: (05/01/2005 06:42:14 PM) When did you first notice this issue? Liz Bernhardt: (05/01/2005 06:45:05 PM) The constant error when trying to access resume wizard started last night. I do get those "Microsoft Word has encountered a problem and needs to close" thing frequently, but last night I lost my resume that was already saved on the comp. I lost all the formatting on it when I tried to recover it and resume wizard won't open. Sam: (05/01/2005 06:46:14 PM) Okay, have you tried to perform a system restore ? Liz Bernhardt: (05/01/2005 06:46:48 PM) Is that the thing Harri had me do? Can you see all the past messages? Liz Bernhardt: (05/01/2005 06:48:09 PM) I found a "detect and repair" thing in Microsoft Word. Should I do it? Sam: (05/01/2005 06:49:14 PM) Yes please Liz Bernhardt: (05/01/2005 06:51:52 PM) Okay it's done. So, I tried opening resume wizard and the same error message came up again. Sam: (05/01/2005 06:53:45 PM) Okay, kindly restore the computer to an earlier time on which the system was working fine. To restore the PC to an earlier time, perform the following steps: 1. Click Start, Programs, Accessories, System Tools, System Restore 2. Select "Restore my computer to an earlier time" 3. Click Next 4. Select the appropriate month and date to which you want to restore the system 5. You will be listed the available save points on that day. Select the appropriate time to which you want to restore the system. 6. Click Next 7. A message window pops up. Click OK button 8. Click Next Allow the system to restore to previous settings. The system will be restarted. Liz Bernhardt: (05/01/2005 06:55:15 PM) Will I lose all the stuff I've saved since then? Sam: (05/01/2005 06:56:14 PM) No only the updates or any downloads will be lost Liz Bernhardt: (05/01/2005 07:08:12 PM) k I'll check Word now Liz Bernhardt: (05/01/2005 07:08:54 PM) I still get the error thing Sam: (05/01/2005 07:09:16 PM) Okay Liz Bernhardt: (05/01/2005 07:09:46 PM) This sucks, LOL Sam: (05/01/2005 07:10:47 PM) Okay, kindly follow the below given steps 1) Open Internet explorer. 2) Go to Tools--Internet options--Advanced. 3) Uncheck the box for Enable Third Party Browser Extensions 4) Uncheck the box for Display a notification about every script error 5) Check the box for Disable script debugging 6) Click Apply and OK. 7) Close Internet Explorer. 8) Open a new window. Liz Bernhardt: (05/01/2005 07:13:15 PM) It might take a while. I'm rarely able to go onto internet explorer because it AWAYS freezes up and the error pops up saying "Internet explorer has encountered a problem and needs to close" Could these be related? Liz Bernhardt: (05/01/2005 07:14:22 PM) k I'm on and doing what u told me 2 do Liz Bernhardt: (05/01/2005 07:15:12 PM) "Uncheck the box for Display a notification about every script error" ---It's already unchecked Does that matter? Liz Bernhardt: (05/01/2005 07:16:07 PM) "Check the box for Disable script debugging" ---Both options (one for "other" and one 4 "internet explorer" are already checked Liz Bernhardt: (05/01/2005 07:16:49 PM) K done Sam: (05/01/2005 07:17:46 PM) now kindly check if the issue persist Liz Bernhardt: (05/01/2005 07:19:25 PM) I got the error again...still can't get into resume wizard and my other Microsoft Word saved documents get the error when I just enter them. Liz Bernhardt: (05/01/2005 07:19:35 PM) Is my computer weird? Sam: (05/01/2005 07:28:47 PM) Please stay connected to the Internet, while I search in our database for a solution to the issue Liz Bernhardt: (05/01/2005 07:28:53 PM) okay Liz Bernhardt: (05/01/2005 07:35:20 PM) Do u know if "The Geek Squad" can help me w/ this? I don't know much about em, but I do have the Geek Squad box thing attached 2 my comp. Sam: (05/01/2005 07:40:46 PM) I am still doing research on the issue and will get back to you shortly. Please stay online with me. Thank you Liz Bernhardt: (05/01/2005 07:41:09 PM) okay, I really appreciate this Sam Sam: (05/01/2005 07:45:19 PM) Thank you for your patience Liz. Could you let me know if you have purchased the Works Suite 2002 ? Liz Bernhardt: (05/01/2005 07:45:41 PM) Yeah Sam: (05/01/2005 07:46:46 PM) Okay, if you have a CD disk, then you can uninstall the program and then reinstall it from the CD disk. Liz Bernhardt: (05/01/2005 07:47:56 PM) Okay, I'll try that. I have to leave. I'm saving the conversation so if I have the same prob, I come back on. Liz Bernhardt: (05/01/2005 07:49:27 PM) Gotta go now Thanks Sam. Sam: (05/01/2005 07:49:47 PM) Okay Liz Sam: (05/01/2005 11:21:33 PM) Liz, do you want the request to be placed in a special holding queue ? Sam: (05/01/2005 11:21:33 PM) I will place this request in a special holding queue. If you still require assistance, please reply to this message and either I or another qualified agent will continue to assist you. Thank you for using HP Instant Support. Sam: (05/01/2005 11:21:34 PM) We have not received a communication from you in the last hour. If you still require assistance, please reply to this message and a qualified HP Technical Support Analyst will continue to assist you. This request will be automatically closed if we do not hear from you in 23 hours. Thank you for contacting HP Total Care. Liz Bernhardt: (05/01/2005 11:24:06 PM) anyone there? Status Message: (05/01/2005 11:24:54 PM) Support analyst Nick has been assigned to your request. Nick: (05/01/2005 11:25:25 PM) Welcome to HP Total Care. My name is Nick. I am currently reviewing your Support request 4343558 and will respond shortly, so please remain connected to the Internet. Liz Bernhardt: (05/01/2005 11:25:48 PM) Hi Nick. I uninstalled Microsoft Word then installed it like Sam told me to do, and I still get the same error message when I try to go into Resume Wizard Nick: (05/01/2005 11:25:53 PM) My name is Nick and I will be taking over your Support Request. I am reviewing your inquiry and prior dialogue. Please give me few moments while I revert to you. Nick: (05/01/2005 11:32:22 PM) Thank you for being online. I studied your query and prior dialogue and I understand that the issue is with the Microsoft Word. Am I correct? Liz Bernhardt: (05/01/2005 11:32:41 PM) yes Nick: (05/01/2005 11:35:22 PM) Please let me know if you receive the error message and then after clicking on the OK button, will it display "Word has detected a problem with the existing normal.dot. Would you like to create a new normal.dot?" ? Liz Bernhardt: (05/01/2005 11:36:55 PM) k, one sec Liz Bernhardt: (05/01/2005 11:40:08 PM) Okay, I opened a new document in word. I went into general templates 2 access the resume wizard. That's when the "Microsoft Word has encountered a problem and needs to close. Sorry 4 the inconvenience." On it, it has the option to send an error report. And I do almost every time. Liz Bernhardt: (05/01/2005 11:40:58 PM) There's also a thing 2 click on "To see what the data this error report contains". Do u need to know that? Nick: (05/01/2005 11:41:23 PM) Liz, please let me know what happens when you click on the OK and Don't Send report. Liz Bernhardt: (05/01/2005 11:42:02 PM) you want me 2 click on the "don't send" button? Nick: (05/01/2005 11:43:22 PM) Yes Liz. Please click on it and let me know what happens. Liz Bernhardt: (05/01/2005 11:44:43 PM) Nothing, a thing came up that says that "word saved changes to the normal document template. Do you want to load it?" Nick: (05/01/2005 11:46:22 PM) Please accept it and let me what happens. Liz Bernhardt: (05/01/2005 11:46:59 PM) It's just the same empty new document Liz Bernhardt: (05/01/2005 11:48:49 PM) This sucks...we just got the computer 4 X-mas Nick: (05/01/2005 11:48:53 PM) Okay Liz. Please let me know if you have accepted (clicked on YES) for the normal document error message. Nick: (05/01/2005 11:50:22 PM) Please let me know if you have accepted (clicked on YES) for the normal document error message. Nick: (05/01/2005 11:50:53 PM) Liz, you can contact the Microsoft, who are well-equipped with the Tools and Expertise to resolve the issue at : (800) 426 -9400. Liz Bernhardt: (05/01/2005 11:50:57 PM) I clicked yes to loading it after the error message appeared. But on the error message itself, it only had to buttons to push "send error report" and "don't send". I clicked "don't send" and the thing came up asking if I wanted to load the original document Liz Bernhardt: (05/01/2005 11:51:14 PM) okay Liz Bernhardt: (05/01/2005 11:51:53 PM) We have Geek Squad, do u think they'd be able to help? Nick: (05/01/2005 11:52:23 PM) Please let me know if you have asked it to load the original document. Liz Bernhardt: (05/01/2005 11:52:40 PM) yes i have Liz Bernhardt: (05/01/2005 11:53:15 PM) the error message just appears when I click on resume wizard Nick: (05/01/2005 11:53:23 PM) Let me know if you have received any error message. Liz Bernhardt: (05/01/2005 11:53:56 PM) yes i got the error message Nick: (05/01/2005 11:54:23 PM) Liz, please let me know if it appears again on opening the Microsoft Word. Liz Bernhardt: (05/01/2005 11:55:31 PM) I entered the new document fine. Then I clicked on general templates, and then on resume wizard and the error message appeared. Nick: (05/01/2005 11:57:22 PM) Okay Liz. Thank you for the information. Nick: (05/02/2005 12:01:23 AM) Liz, we have performed all the troubleshooting steps. Please contact the Microsoft at: (800) 426 - 9400 as they are well equipped with the tools and expertise. Liz Bernhardt: (05/02/2005 12:01:51 AM) okay, thanks |