Every other time that you open a document in Word 2002 that is running on a terminal server, the document opens in recovery mode, or you receive an error message (885380)


The information in this article applies to:

  • Microsoft Word 2002
Important This article contains information about modifying the registry. Before you modify the registry, make sure to back it up and make sure that you understand how to restore the registry if a problem occurs. For information about how to back up, restore, and edit the registry, click the following article number to view the article in the Microsoft Knowledge Base:

256986 Description of the Microsoft Windows Registry

SYMPTOMS

Every other time that you open a document in Microsoft Word 2002 that is running on a Microsoft Windows 2000 terminal server or on a Microsoft Windows Server 2003 terminal server, you may experience one of the following symptoms:
  • The document opens in recovery mode.
  • You receive the following error message:
    Word has detected a problem with the existing Normal.dot. Would you like to create a new Normal.dot?
Note A terminal server is a server that has Terminal Server enabled.

CAUSE

This issue may occur if the DisabledItems subkey and the Startup subkey are written to the following registry key:

HKEY_LOCAL_MACHINE\Software\Microsoft\Windows NT\CurrentVersion\Terminal Server\Install\Software\Microsoft\Office\10.0\Word\Resiliency

WORKAROUND

Warning If you use Registry Editor incorrectly, you may cause serious problems that may require you to reinstall your operating system. Microsoft cannot guarantee that you can solve problems that result from using Registry Editor incorrectly. Use Registry Editor at your own risk.

To work around this issue, delete the DisabledItems subkey and the Startup subkey. To do this, follow these steps:
  1. Log on to the terminal server as an administrator.
  2. Click Start, click Run, type regedit in the Open box, and then click OK.
  3. Locate and then select the following registry subkey:

    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Terminal Server\Install\Software\MICROSOFT\Office\10.0\Word\Resiliency

  4. With the registry subkey that is specified in step 3 selected, follow these steps:
    1. Right-click DisabledItems, and then click Delete.
    2. Click Yes to confirm that you want to delete the DisabledItems subkey.
    3. Right-click Startup, and then click Delete.
    4. Click Yes to confirm that you want to delete the Startup subkey.
  5. Locate and then select the following registry subkey:

    HKEY_CURRENT_USER\Software\Microsoft\Office\10.0\Word\Resiliency

  6. With the registry subkey that is specified in step 5 selected, follow these steps:
    1. Right-click DisabledItems, and then click Delete.
    2. Click Yes to confirm that you want to delete the DisabledItems subkey.
    3. Right-click Startup, and then click Delete.
    4. Click Yes to confirm that you want to delete the Startup subkey.
  7. On the File menu, click Exit to quit Registry Editor.

MORE INFORMATION

The DisabledItems entry stores the documents, templates, and add-ins that have been disabled in Word 2002. The Startup entry defines the Microsoft Office safe mode state.
Modification Type:MinorLast Reviewed:7/27/2006
Keywords:kbtshoot KB885380 kbAudEndUser kbAudITPRO
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