MacOFFX: Office Program Quits Unexpectedly After You Install SR-1 (325948)


The information in this article applies to:

  • Microsoft Office v. X for Mac
This article was previously published under Q325948

SYMPTOMS

After you install Microsoft Office v. X for Mac Service Release 1 (SR-1), the program may quit unexpectedly after you double-click an Office v. X program.

CAUSE

This behavior may occur if any of the following conditions are true:
  • There are problems with the font-management software.
  • There is a damaged or unsupported font in one of the Mac OS v. X fonts folders.
  • Duplicate font names are located in different font folders.
  • There is more than one Mac OS 9 System folder.
  • Program corruption occurred during the installation of SR-1.
For additional information about similar symptoms that have different causes, click the article numbers below to view the articles in the Microsoft Knowledge Base:

312209 MacWDX: Error Message When You Open Word: The Application Microsoft Word Has Unexpectedly Quit

313488 MacOFFX: Program Unexpectedly Quits After You Click OK in the Project Gallery

For additional information about a font problem that causes an Office program to quit, click the article number below to view the article in the Microsoft Knowledge Base:

313535 MacOFFX: Office v. X Program Unexpectedly Quits After the Splash Screen Appears

RESOLUTION

Step 1 - Upgrade the Mac Operating System

If you upgrade to Mac OS v. X 10.1.5, this may resolve this issue. The Mac OS v. X 10.1.5 update resolves some known font issues in Mac OS v. X 10.1. To download and install the Mac OS v. X updates, visit the following Apple Computer Web site:

http://docs.info.apple.com/article.html?artnum=106713

Step 2 - Remove Any Font Management Software

If you are using any font-management software, temporarily remove the software to determine whether this is causing the issue. See the product documentation for more information about how to do this.

Step 3 - Identify and Remove Duplicate or Corrupted Fonts

If steps 1 and 2 do not resolve this issue, the problem may be caused by a corrupted or duplicate font. Therefore, you must locate and disable the damaged font.

This resolution procedure uses the following four methods: This resolution procedure uses a process of elimination to identify corrupted or duplicate fonts in the following locations:
  • The Mac OS 9.x system fonts folder:

    Hard disk:System folder: Fonts

  • The Mac OS v. X fonts folders:

    Hard disk: Library: Fonts

    Hard disk: Users: User_name: Library: Fonts

    CAUTION: Do not try to change any font folders that you find in the Mac OS v. X System folder.

Determine Whether There Are Duplicate Font Files

  1. In the Finder, open the following fonts folders:
    • Mac OS 9.x:

      Hard disk: System folder: Fonts

    • Mac OS v. X:

      Hard disk: Library: Fonts

      Hard disk: Users: User_name: Library: Fonts

  2. Remove any duplicate font files that you find.

    CAUTION: Do not try to change any font folders that you find in the Mac OS v. X System folder.
  3. Restart your computer from the Mac OS v. X volume.
  4. Start Word, and then try to quit Word to determine whether the problem is resolved.
  5. Do one of the following:

Determine Whether There Is a Corrupted Font Menu Cache

  1. Start your computer from the Mac OS 9.x System folder or the Mac OS 9.x CD-ROM.

    NOTE: For more information about how to change your startup disk, see the "More Information" section of this article.
  2. In the Finder, locate the following Mac OS 9.x System Fonts folder:

    Hard disk: System folder: Fonts

  3. If the Fonts folder contains any font files, rename the Fonts folder (for example, rename the Fonts folder as Badfonts).
  4. Restart your computer, start Word, and then try to quit Word.
    • If you cannot quit Word, go to the "Determine Whether the Font Files Are Corrupted" section of this article.
    • If you can quit Word, follow these steps:
      1. Create a new folder in the same location as the original Fonts folder, and then name it Fonts (you must use the name that the original fonts folder used).
      2. Drag all the fonts from the Badfonts folder into the new Fonts folder.
      3. Restart the computer, start Word, and then try to quit Word.
      4. Do one of the following:

Determine Whether the Font Files Are Corrupted

In this step, you determine whether the problem is caused by a corrupted font in one of the following Mac Fonts folders:

Hard disk: System folder: Fonts

Hard disk: Library: Fonts

Hard disk: Users: User_name: Library Fonts

IMPORTANT: Apply the following steps to the Hard disk: System folder: Fonts folder first. Then, if the problem is not resolved, apply the steps to the Hard disk: Library: Fonts folder. If the problem is still not resolved, apply the steps to the Hard disk: Users: User_name: Library: Fonts folder.
  1. In the Finder, open the following Mac OS 9.x System Fonts folder:

    Hard disk: System folder: Fonts

  2. Drag the font files from the Mac OS 9.x System Fonts folder to a folder on the desktop.
  3. Restart your computer from the Mac OS v. X volume.
  4. Start Word, and then try to quit Word to determine whether the issue has been resolved.
  5. Do one of the following:
    • If you can quit Word, a font is causing Word to stop responding. Go to the "Remove or Replace Corrupted Font Files" section of this article.
    • If you cannot quit Word, repeat these steps, and look for corrupted fonts in the following Mac OS v. X fonts folders:

      Hard disk: Library: Fonts

      Hard disk: Users: User_name: Library: Fonts

  6. When you can quit Word, go to the "Remove or Replace Corrupted Font Files" section of this article.

Remove or Replace Corrupted Font Files

  1. To locate the corrupted font, use a process of elimination. One at a time, drag fonts from the folder on the desktop to the Fonts folder in the Mac OS 9.x System folder (or to the folder from which the font was removed), and then restart the computer to test for the problem.
  2. Keep track of the fonts that you move, and continue to test the fonts until the problem recurs. Each time that you add font files to the Fonts folder in the Mac OS 9.x System folder, restart the computer, start Word, and then try to quit Word to determine whether the newly added font is causing the problem.
  3. After you locate the font that is causing the problem, drag the font to the Trash.
  4. Drag any remaining fonts from the folder on the desktop back to the Mac OS 9.x System folder.
  5. Reinstall the fonts that were corrupted if you need them.
  6. If you can quit Word, the issue is resolved, and no more steps are needed.
  7. If you cannot quit Word, go to the section "Step 4 - Remove and Reinstall Office" of this article.

Step 4 - Remove and Reinstall Office

If the issue is still not resolved, remove Office by using the Remove Office tool in the value pack installer, reinstall Office, and then confirm that your Office programs are working. Then, reapply SR-1.
  1. Remove Office v. X from your computer.For additional information about how to do this, click the article number below to view the article in the Microsoft Knowledge Base:

    312172 MacOFFX: How to Remove Office v. X from Your Computer

  2. Reinstall Office, and then confirm that your Office programs are working.
  3. Install Microsoft Office v. X for Mac Service Release 1 (SR-1).For additional information about how to do this, click the article number below to view the article in the Microsoft Knowledge Base:

    323601 MACOFFX: How to Obtain and Install Microsoft Office v. X for Mac Service Release 1 (SR-1)

If these steps do not resolve the issue, there may be a problem with a font in the following Mac OS v. X System folder:

Hard disk: Users: User_name: Library: Fonts

CAUTION: Do not try to change any font folders that you find in the Mac OS v. X System folder.

If you suspect that there is a problem with a font in the Mac OS v. X System folder, contact Apple for assistance with this issue.

MORE INFORMATION

To change your startup disk if Mac OS v. X is installed on different volumes, or if Mac OS 9.x is installed, or if you want to start the computer from the CD-ROM, follow these steps.

From Mac OS v. X

  1. On the Apple menu, click System Preferences.
  2. Click Startup Disk, and then click the system folder that you want to use to start the computer.
  3. Click Restart.

From Mac OS 9.x

  1. On the Apple menu, point to Control Panels, and then click Startup Disk.
  2. Click the startup disk that you want to use to start the computer.
  3. Click Restart.
For information about the availability of Apple Computer updates, visit the following Apple Computer Web site:

http://www.apple.com/support

Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.

The third-party products that are discussed in this article are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.

Modification Type:MinorLast Reviewed:1/9/2006
Keywords:kbprb KB325948
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