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Article ID: 975725 - Last Review: September 28, 2012 - Revision: 11.0

Symptoms

When you start Microsoft Word for Mac, or when you try to open a new document, you experience one of the following conditions: 
  • The program closes unexpectedly.
  • Error message:
The application Microsoft Word quit unexpectedly. Mac OS X and other applications are not affected. Click relaunch to launch the application again. Click report to see more details or send a report to Apple.


Note This error message may also occur during usage of application such as saving a document.

Resolution

To resolve this problem, follow steps below.

Microsoft Word for Mac 2008 or Later

Step 1: Quit all applications

  1. On the Apple menu, click Force Quit.
  2. Select an application in the "Force Quit Applications" window.
    Note You cannot quit Finder.
  3. Click Force Quit.

Collapse this imageExpand this image


 4. Repeat the previous steps until all active applications.

Warning When an application is force quit, any unsaved changes to open documents are not saved.. 

Step 2: Remove Preferences
  1. Quit all Microsoft Office for Mac programs. 
  2. On the Go menu, click Home
  3. Open Library.
    Note The Library folder is hidden in MAC OS X Lion. To display this folder, hold down the OPTION key while you click the Go menu. 
  4. Open the Preferences folder.
  5. Look for a file that is named com.microsoft.Word.plist. 
  6. If you locate the file, move it to the desktop. If you do not locate the file, the program is using the default preferences. 
  7. If you locate the file and move it to the desktop, start Word, and check whether the problem still occurs. If the problem still occurs, quit Microsoft Word, and restore the file to its original location. Then, go to the next step. If the problem seems to be resolved, you can move the com.microsoft.Word.plist file to the trash. 
  8. Quit all Microsoft Office for Mac programs. 
  9. On the Go menu, click Home
  10. Open Library.
    Note The Library folder is hidden in MAC OS X Lion. To display this folder, hold down the OPTION key while you click the Go menu.
  11. Open the Preferences folder.
  12. Open the Microsoft folder.
  13. Locate the file that is named com.microsoft.Word.prefs.plist
  14. Move the file to the desktop. 
  15. Start Word, and check whether the problem still occurs. If the problem still occurs, quit Word, and restore the file to its original location. Then, go to the next step. If the problem seems to be resolved, you can move the com.microsoft.Word.prefs.plist file to the trash. 
  16. On the Go menu, click Home
  17. Open Library.
    Note The Library folder is hidden in MAC OS X Lion. To display this folder, hold down the OPTION key while you click the Go menu. 
  18. Open the Application Support folder. 
  19. Open the Microsoft folder
  20. Open the Office folder. 
  21. Open the User Templates folder. 
  22. Locate the file that is named Normal, and move the file to the desktop. 
  23. Start Word and check whether the problem still occurs. If the problem seems to be resolved, you can move the Normal file to the Trash. If the issue continues to occur, proceed to the next step. 

If the issue continues to occur, go to the next step. 

Step 3: Peform clean boot  

For information how to clean start your Operating system (OS), see Microsoft Knowledge Base article:  

2398596  (http://support.microsoft.com/kb/2398596/[anySimpleType]/ )  Perform a clean startup (Safe mode) to determine whether background programs are interfering with Office for Mac

If the issue continues to occur in Safe mode, go to the next step. 

Step 4: Remove and then reinstall Office 

For information how to remove and then reinstall Office, see Microsoft Knowledge Base article: 

2500821 (http://support.microsoft.com/kb/2500821) Manually remove Office 2008 for Mac completely from your computer

2398768 (http://support.microsoft.com/kb/2398768) How to completely remove Office for Mac 2011

If after removing and then reinstalling Office, the problem continues to occur, go to the next step.

Step 5: Use the "Repair Disk Permissions" option 

You can use the Repair Disk Permissions option to troubleshoot permissions problems in Mac OS X 10.2 or later versions.  To use the Repair Disk Permissions option, follow these steps: 

  1. On the Go menu, click Utilities.
  2. Start the Disk Utility program.
  3. Click the primary hard disk drive for your computer.
  4. Click the First Aid tab.
  5. Click Repair Disk Permissions.

Note The Disk Utility program only repairs software that is installed by Apple. This utility also repairs folders, such as the Applications folder. However, this utility does not repair software that is in your home folder. For more information about the Repair Disk Permissions option, see the following AppleCare article: http://docs.info.apple.com/article.html?artnum=10671  (http://docs.info.apple.com/article.html?artnum=106712)

Microsoft Word 2004 for Mac

  1. Quit all Microsoft Office for Mac programs.
  2. On the Go menu, click Home.
  3. Open Library.
    Note The Library folder is hidden in MAC OS X Lion. To display this folder, hold down the OPTION key while you click the Go menu.
  4. Open the Preferences folder.
  5. Look for a file that is named com.microsoft.Word.plist.
  6. If you locate the file, move it to the desktop. If you do not locate the file, the program is using the default preferences.
  7. If you locate the file and move it to the desktop, start Word, and check whether the problem still occurs. If the problem still occurs, quit Word, and restore the file to its original location. Then, go to the next step. If the problem seems to be resolved, you can move the com.microsoft.Word.plist file to the trash.
  8. Qit all Microsoft Office for Mac programs.
  9. On the Go menu, click Home.
  10. Open Library.
    Note The Library folder is hidden in MAC OS X Lion. To display this folder, hold down the OPTION key while you click the Go menu.
  11. Open the Preferences folder.
  12. Open the Microsoft folder.
  13. Look for a file that is named com.microsoft.Word.prefs.plist.
  14. Move the file to the desktop.
  15. Start Word, and check whether the problem still occurs. If the problem still occurs, quit Word, and restore the file to its original location. Then, go to the next step. If the problem seems to be resolved, you can move the com.microsoft.Word.prefs.plist file to the trash.
  16. On the Go menu, click Home.
  17. Open the Documents folder.
  18. Open the Microsoft User Data folder.
  19. Locate the file that is named Normal, and move the file to the desktop.
  20. Start Word, and check whether the problem still occurs. If the problem seems to be resolved, you can move the Normal file to the trash.

Applies to
  • Microsoft Word 2004 for Mac
  • Microsoft Word 2008 for Mac
  • Microsoft Word for Mac 2011
Keywords: 
kbsurveynew kbprb dftsdahomeportal KB975725
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