Last December, it was Word 2007. Two weeks later, it was Outlook 2003. Out of the blue, a program that worked just fine yesterday freezes up today.
A few days ago, I described how to force Windows to close hung applications faster at shutdown. That fix might get you out the door quicker, but it doesn't address the source of the problem.
Unfortunately, determining the source of a hung application usually requires quite a bit of detective work. If the problem is widespread, chances are Microsoft and any other hardware or software vendors affected will do their best to make a fix available as quickly as possible--at least in the computer utopia that exists in my dreams. Most of these mystery freezes are uncommon and specific to a particular PC configuration, such as the driver for a certain model printer conflicting with a recent Windows security update, causing some functions in Windows Explorer to stop working (an instance described in a recent Microsoft knowledgebase article).
Step one: search the error code
When a program conks out, you usually see a window open with some error message, often including a code number. Enter the message and number in your favorite Web search engine and look for a link to an explanation, which may include a fix. This approach is more miss than hit, unfortunately. Gregory Braun's free Error Messages for Windows utility lists Windows error messages by their code numbers, but it doesn't help you find the source of the error.
Look up Windows error messages via the free Error Messages for Windows utility.
(Credit: Software Design--Gregory Braun)
The usual suspects
The most obvious thing to check is for a malware infestation. Update your antivirus program's definitions and perform a full system scan. You're far from certain to discover any problems, but at least you can rule out a virus as the cause.
Often the problem is not the software's fault. Bad memory modules cause many programs to hang. Chris Brady's Memtest86 is a free program that diagnoses memory problems, though it requires that you copy its files to a floppy disk or disk partition, and then run the program from there. Microsoft's Windows Memory Diagnostic loads easier onto a floppy or CD from which you boot to run its tests automatically.
Another common crash culprit is an out-of-date video driver. To find your video-display make and model, right-click My Computer (XP) or Computer (Vista) and choose Manage > Device manager > Display adapters. Double-click the entry, choose the Driver tab, and note the driver version. Now visit the vendor's site and look for an update for the driver. (This also applies to drivers for other hardware devices.)
If your browser is crashing, disable your toolbar add-ons one at a time to determine whether one of them is causing the problem. You can disable add-ons in Internet Explorer 7 by clicking Tools > Manage Add-ons > Enable or disable add-ons, and then selecting them one at a time and choosing Disable. When you're done, click OK.
To disable add-ons and toolbars in Mozilla Firefox 2, click Tools > Add-ons, select the add-ons one at a time, and choose Disable.
Find the cause of problems in Internet Explorer 7 by disabling add-ons and toolbars one at a time.
(Credit: Microsoft)
Determine whether an add-on or toolbar is the source of problems in Firefox by disabling them one at a time.
(Credit: Mozilla Foundation)
To report or not to report
The Microsoft Online Crash Analysis site lets you upload your error reports and view an analysis of them, but it requires a Microsoft Passport account (Hotmail, Live, or MSN). You must also send your error reports to Microsoft whenever a crash occurs; most of us click Don't Send out of habit when the dialog box pops up. I had high hopes for this service, but after a recent crash of my XP system (caused by a bad program uninstall), it was no help whatsoever.
To disable error reporting in Windows XP, right-click My Computer, choose Properties > Advanced > Error Reporting, and click Disable error reporting. In Vista, press the Windows key, type Problem Reports and Solutions, and press Enter. Click Change settings in the left pane, choose Advanced settings, and click Change setting to the right of "For all users and programs, problem reporting is set to On." Choose Off, and close all the dialog boxes.
Tomorrow: Microsoft's one-stop shutdown-maintenance utility for XP.
A funny thing happened after I installed Windows Vista Service Pack 1 on my PC: Word 2007 started crashing whenever I closed it, and all but a handful of the application's settings became inaccessible.
I still haven't figured out how to keep Word from crashing on exit, but I regained access to the program's settings by disabling all add-ins. Unfortunately, it took me the better part of an afternoon to figure out this partial solution, and I'm no closer to finding the source of the crashes, though Vista SP1 is the prime suspect.
My first attempt at a fix was to close Word, and then find and rename the Normal.dotm template (it's called Normal.dot in earlier versions). Word simply recreates the template the next time it opens, with all settings back to their defaults. This catch-all repair, which I've used in the past to reset Word, had no effect this time. I then decided to run the Microsoft Office Diagnostics utility. Since I couldn't access the program via the Resources tab in the Word Options dialog box (only the options on the Popular tab were available), I ran it from the Start menu shortcut under Microsoft Office Tools.
Use the Microsoft Office Diagnostics utility to troubleshoot problems with Office apps.
None of the tests indicated any problems, though one of the results directed me to check "Download a file periodically that helps determine system problems" in the Privacy Options dialog box, after which I was instructed to wait a week for the problem to fix itself.
Microsoft Office Diagnostics may direct you to activate this feature in Word 2007's Privacy Options.
I reopened Word without loading the Normal.dotm template or any add-ins by pressing the Windows key, typing winword.exe /a, and pressing Enter. This allowed me to get to all the Word options, and to close the program without crashing. That told me the problem had to be due to a Word add-in. (The privacy setting the diagnostic program referenced was already checked, so that advice turned out to be pointless.)
I clicked the Trust Center tab in the left pane of the Word Options window, then the Trust Center Settings button, and the Add-ins tab on the left. There I checked Disable all Application Add-ins (may impair functionality) in the right window. Since my "functionality" was already pretty compromised, I figured I didn't have much to lose.
The Add-ins dialog under the Trust Center options in Word 2007
When I reopened Word the normal way I could access all settings, but the program still crashes whenever I close it. I searched the error code and mso.dll it mentioned and tried several of the suggestions offered in various forums, but nothing solved the glitch: Not updating my printer driver, not editing the Registry, not even relocating my Office 2007 installation. I may have to use System Restore or my most recent image backup to reset my PC to its state before SP1 was installed, but I'm going to wait a while before taking this step in hopes that a patch becomes available, or I stumble upon a fix.
Closing Word 2007 after Vista SP1 was installed causes a crash with this error message.
Tomorrow: the pros and cons of Windows' System Restore.
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