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How to troubleshoot Macintosh system errors on OS 9.x and earlier
Article ID: 272766 - View products that this article applies to.
This article was previously published under Q272766
For a Microsoft Word 98 version of this article, see 216733This article explains how to troubleshoot Macintosh system errors that may occur when you use the Office 2001 programs listed at the beginning of this article.
Examples of System Error MessagesOccasionally, a Macintosh system error occurs when you perform an operation in Microsoft Word for Mac, Microsoft Excel for Mac, or Microsoft PowerPoint for Mac.
The following are examples of Macintosh system error messages:
The Application "Microsoft ?" has unexpectedly quit because an error of type 1 has occurred. You should save your work in other open applications and restart the computer.
Or, instead of displaying an error message, your computer may stop responding (hang).
The Application "Microsoft ?" has unexpectedly quit because an error of type 3 has occurred. You should save your work in other open applications and restart the computer.
System Requirements for Microsoft Office 2001Before troubleshooting the application for a system error, verify that your computer meets and/or exceeds the system requirements for the application. Microsoft Office 2001 has the following system requirements:
Troubleshooting System ErrorsTo troubleshoot system errors that occur when you are using an Office 2001 for Mac program, follow these steps.
Step 1: Test the ExtensionsExtensions and Control Panel files add functionality to your Macintosh system. Sometimes one of these files conflicts with a program by attempting to store its information at a location in memory where another program stores its information.
If you have Mac OS 8.x or OS 9.x, you can temporarily turn off extensions by following these steps:
NOTE: If the system error causes your computer to stop responding (hang), shut down the computer (turn off the power if necessary), and then restart with the extensions turned off.
If the system error does not recur in the Office program, one of your extensions or Control Panel files is probably causing the problem. Isolate the problem file, or contact Apple Technical Support for assistance.
For additional information about troubleshooting extension conflicts and isolating a problem extension, click the following article number to view the article in the Microsoft Knowledge Base:
263159If the system error recurs in the Office program, the problem is not caused by an extension conflict. Continue with step 2.
(http://support.microsoft.com/kb/263159/ )How to troubleshoot extension conflicts on the Macintosh
Step 2: Rebuild the Desktop FileIt is recommended that you rebuild your desktop file on a regular basis, as frequently as once per month. Your desktop consists of a pair of invisible system files that maintain information about the files, folders, and programs on your hard disk drive.
Occasionally your desktop file may become too large or may be damaged. Rebuilding the desktop file relinks documents to their correct programs and rewrites the desktop file.
Before you rebuild the desktop, verify that you have enough space available on the hard disk. The desktop rebuilding process requires hard disk space and will not successfully complete without it. A good guideline is to always have 5 percent of the hard disk drive or other volume available as free space.
Systems 8.x and 9.x:
Before you rebuild your desktop, use the Extensions Manager to save a record of the extensions that are currently turned on. To do this, first open Extensions Manager in Control Panels. Click the Sets short-cut menu, and then click Save Set. When the Save Set dialog box opens, type a name for your currently selected extensions (for example, "My Extensions"). When you close the dialog box, the name of your set is added to the Sets menu.
If the system error recurs in the Office program, continue with step 3.
Step 3: Test for a Damaged Settings File
NOTE: When the settings that are stored in the Microsoft folder are not available in the active system, the program creates a new Settings file with the default settings when the Office program is closed.
If the system error recurs in the Office program, place the Microsoft folder back into the Preferences folder, replacing the file that is currently in that location, and continue with step 4.
Step 4: Test the SystemTo rule out system damage as the cause of the system error in the Office program, start your Macintosh computer by using a System CD. This disk contains programs that you can use to initialize, test, and repair disks.
Several files must be available when an Office program is started. When you install the Office program, these files are copied to the System folder that is currently active. The Office program uses these files when the program is started.
When you start the Macintosh from the System CD, the System folder located on the CD becomes the active System folder. However, the System folder on the CD does not contain the preferences or extensions that the Office program uses at startup; therefore, you receive error messages.
If the Office program cannot find the files in the System folder, it searches for them in the Microsoft Office 2001:Office folder on your hard disk.
If you are using an Office 2001 program for the Power Macintosh, follow these steps to start from a System CD:
IMPORTANT: Starting from the System CD is a troubleshooting step only. This action is not recommended as a way to run programs for an extended period of time. When you start an Office program after starting the Macintosh from a System CD, you may experience any of the following limitations in functionality:
Continued TroubleshootingIn general, if the problem recurs after you start the computer from the System CD, you can usually conclude that the System file or Finder file on the hard disk is not causing the problem.
If the system error does not recur in the Office program, you can conclude that the system software on the hard disk is damaged. In this case, you must reinstall your Macintosh system software. Be sure to delete the old System file and Finder file before you reinstall the system software by using your Apple System Install disks. For assistance, refer to your Apple Macintosh manual, or contact Apple Technical Support.
NOTE: It is always a good idea to back up your hard disk before you reinstall your Macintosh system software.
If the system error recurs in the Office program, a problem may exist with the hard disk driver. Continue with step 5.
Step 5: Run the Drive Setup Utility to Update the Hard Disk DriverSystems 8.x and 9.x:
If the system error does not recur in the Office program, you can conclude that your hard disk driver was damaged.
If the system error still recurs in the Office program, continue with step 6.
Step 6: Reset the Parameter RAM (PRAM)This action resets the Macintosh to its factory defaults and may help the computer locate the Startup disk. To reset Parameter RAM, follow these steps:
Step 7: Remove and Reinstall OfficeIf the system error still recurs, completely remove and reinstall Office by using the steps in the following Knowledge Base articles:
(http://support.microsoft.com/kb/269856/ )How to remove Microsoft Office 2001 from your computer
(http://support.microsoft.com/kb/274033/ )How to perform a drag-and-drop installation of Microsoft Office 2001 for Mac
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.
Article ID: 272766 - Last Review: January 29, 2007 - Revision: 3.1