Connection to a network document is lost in the 2007 Office system or in Office 2010 after the computer resumes from standby

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Article ID: 2626998 - View products that this article applies to.
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Symptoms

Consider the following scenario. You access a 2007 Microsoft Office system or Microsoft Office 2010 document that is located on a network share. Your computer enters standby. Then, you resume the computer from standby. In this scenario, you receive an error message. Error messages resemble those below.
Word error: Word cannot establish a network connection with this document after the system resumed from suspend mode. Save the document into a different file to keep any changes.

Excel error: The file '<file name>' may have been changed by another user since you last saved it. In that case, what do you want to do? Save a copy or Overwrite changes.

PowerPoint error: The file you were working with was modified during suspend mode, and the original version is no longer available. <file path and name.ppt> must be re-saved.

Additionally, you cannot update the document and then save it back to the network share when the network location is available.


Resolution

Registry key information

Important This section, method, or task contains steps that tell you how to modify the registry. However, serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you follow these steps carefully. For added protection, back up the registry before you modify it. Then, you can restore the registry if a problem occurs. For more information about how to back up and restore the registry, click the following article number to view the article in the Microsoft Knowledge Base:
322756 How to back up and restore the registry in Windows

Steps to resolve this issue in the 2007 Microsoft Office system

Install hotfix packages 978398 and 2412265, and then configure the NetworkAvailableTimeInSeconds registry entry to enable the hotfix packages. To do this, follow these steps:
  1. Install the hotfix package that is described in the following Knowledge Base article:
    978398 Description of the Office Word 2007 hotfix package (Word-x-none.msp, Wordconv-x-none.msp): February 23, 2010
  2. Install the hotfix package that is described in the following Knowledge Base article:
    2412265 Description of the 2007 Office system hotfix package (mso-x-none.msp): October 26, 2010
  3. Configure the NetworkAvailableTimeInSeconds registry entry.

    To have us configure the registry entry for you, go to the "Fix it for me" section. If you prefer to fix this problem yourself, go to the "Let me fix it myself" section.

    Fix it for me


    To fix this problem automatically, click the Fix it button or link. Then click Run in the File Download dialog box, and follow the steps in the Fix it wizard. ** This Fix it applies to Word 2007 only. For Excel and PowerPoint, follow the instructions below to manually correct the problem.
    Collapse this imageExpand this image
    assets fixit1
    Fix this problem
    Microsoft Fix it 50815
    Collapse this imageExpand this image
    assets fixit2

    Notes
    • Please follow the Fix it Wizard to type a numeric value to set the time waiting period for the network to resume. If you type 15 for the numeric value, Word waits 15 seconds for the network to resume. You might have to do some tests in your own environment to determine an appropriate value.
    • The numeric value you type should be an integer.
    • This wizard may be in English only. However, the automatic fix also works for other language versions of Windows.
    • If you are not on the computer that has the problem, save the Fix it solution to a flash drive or a CD and then run it on the computer that has the problem.

    Then, go to the "Did this fix the problem?" section.

    Let me fix it myself

    To do this, follow these steps:
    1. Click Start, click Run, type regedit in the Open box, and then click OK.
    2. Locate and then select the following registry subkey:
      HKEY_CURRENT_USER\Software\Microsoft\Office\12.0\Word\Options
    3. On the Edit menu, point to New, and then click Dword Value.
    4. Type NetworkAvailableTimeInSeconds, and then press Enter.
    5. Right-click NetworkAvailableTimeInSeconds, and then click Modify.
    6. In the Value data box, click Decimal, type a number value, and then click OK.

      Note
      This registry subkey sets the time, in seconds, that Word waits for the network to resume. For example, if you type 15 for the number value, Word waits 15 seconds for the network to resume. You might have to do some tests in your own environment to determine an appropriate value. You may have to try multiple numbers.
    7. Locate and then select the following registry subkey.
      HKEY_CURRENT_USER\Software\Microsoft\office\12.0\common\Internet
    8. Repeat step 3C through step 3F again. Reuse the same value that you used previously.
    9. Exit Registry Editor.
If these steps do not resolve the issue, see the Additional troubleshooting section.

Steps to resolve this issue in Microsoft Office 2010

Install hotfix package 2413659, and then configure the NetworkAvailableTimeInSeconds registry entry to enable the hotfix package. To do this, follow these steps:
  1. Install the hotfix package that is described in the following Knowledge Base article:
    2413659 Description of the Word 2010 hotfix package (Mso-x-none.msp, Word-x-none.msp): October 26, 2010
  2. Configure the NetworkAvailableTimeInSeconds registry entry.

    To have us configure the registry entry for you, go to the "Fix it for me" section. If you prefer to fix this problem yourself, go to the "Let me fix it myself" section.

    Fix it for me


    To fix this problem automatically, click the Fix it button or link. Then click Run in the File Download dialog box, and follow the steps in the Fix it wizard. ** This Fix it applies to Word 2010 only. For Excel and PowerPoint, follow the instructions below to manually correct the problem.
    Collapse this imageExpand this image
    assets fixit1
    Fix this problem
    Microsoft Fix it 50815
    Collapse this imageExpand this image
    assets fixit2

    Notes
    • Please follow the Fix it Wizard to type a numeric value to set the time waiting period for the network to resume. If you type 15 for the numeric value, Word waits 15 seconds for the network to resume. You might have to do some tests in your own environment to determine an appropriate value.
    • The numeric value you type should be an integer.
    • This wizard may be in English only. However, the automatic fix also works for other language versions of Windows.
    • If you are not on the computer that has the problem, save the Fix it solution to a flash drive or a CD and then run it on the computer that has the problem.

    Then, go to the "Did this fix the problem?" section.

    Let me fix it myself

    To do this, follow these steps:
    1. Click Start, click Run, type regedit in the Open box, and then click OK.
    2. Locate and then select the following registry subkey:
      HKEY_CURRENT_USER\Software\Microsoft\Office\14.0\Word\Options
    3. On the Edit menu, point to New, and then click Dword Value.
    4. Type NetworkAvailableTimeInSeconds, and then press Enter.
    5. Right-click NetworkAvailableTimeInSeconds, and then click Modify.
    6. In the Value data box, click Decimal, type a number value, and then click OK.

      Note
      This registry subkey sets the time, in seconds, that Word waits for the network to resume. For example, if you type 15 for the number value, Word waits 15 seconds for the network to resume. You might have to do some tests in your own environment to determine an appropriate value. You may have to try multiple numbers.
    7. Locate and then select the following registry subkey.
      HKEY_CURRENT_USER\Software\Microsoft\office\14.0\common\Internet
    8. Repeat step 2C through step 2F again. Reuse the same value that you used previously.
    9. Exit Registry Editor.
If these steps do not resolve the issue, see the Additional troubleshooting section.

Additional troubleshooting

If you continue to experience the issue after you apply the appropriate hotfix and configure the NetworkAvailableTimeInSeconds registry subkey, you may have to collect additional information to correctly enable the hotfix on your system.

To collect the additional information, follow these steps:
  1. Click Start, click Run, type regedit in the Open box, and then click OK.
  2. Locate and then select the following registry subkey:

    For the 2007 Office system:
    HKEY_CURRENT_USER\Software\Microsoft\Office\12.0\Common\TrustCenter
    For Office 2010:
    HKEY_CURRENT_USER\Software\Microsoft\Office\14.0\Common\TrustCenter
  3. On the Edit menu, point to New, and then click Dword Value.
  4. Type EnableLogging, and then press Enter.
  5. Right-click EnableLogging, and then click Modify.
  6. In the Value data box, type 1, and then click OK.
    Note This registry subkey creates a log file that can be found in the following folder:
    C:\Documents and Settings\username\Local Settings\Application Data\Microsoft\OFFICE\TCDiag
  7. Exit Registry Editor.
  8. Reproduce the problem.
  9. Locate and open the log file that is created.
  10. Analyze the file. To do this, follow these steps:
    1. Open the WDTCD.LOG file that is generated in step 6.
    2. Search for the entry HrBindShellPistm:, and then note the error code such as, for example, 80070035.
    3. Revert every pair of two digits from this error code by writing them down from right to left. For example, revert 80 07 00 35 to 35 00 07 80.
  11. Click Start, click Run, type regedit in the Open box, and then click OK.
  12. Locate and then select the following registry subkey:

    For the 2007 Office system:
    HKEY_CURRENT_USER\Software\Microsoft\Office\12.0\Common\Internet
    For Office 2010:
    HKEY_CURRENT_USER\Software\Microsoft\Office\14.0\Common\Internet
  13. On the Edit menu, point to New, and then click Binary Value.
  14. Type ResumeErrorCodes, and then press Enter.
  15. Right-click ResumeErrorCodes, and then click Modify.
  16. In the Value data box, type the value that you retrieved from the log file in step 10C, and then click OK.
  17. In some cases, multiple, different error codes may be observed from step 9. In this case, convert all error codes as described in step 10C, and append them all serially to the ResumeErrorCodes registry entry.
  18. Exit Registry Editor.

    NOTE: To resolve the Word error, you may have to remove the NetworkAvailableTimeInSeconds entry added to: HKEY_CURRENT_USER\Software\Microsoft\Office\12.0\Word\Options
    HKEY_CURRENT_USER\Software\Microsoft\Office\14.0\Word\Options

Did this fix the problem?

  • Check whether the problem is fixed. If the problem is fixed, you are finished with this section. If the problem is not fixed, you can contact support.
  • We would appreciate your feedback. To provide feedback or to report any issues with this solution, please leave a comment on the "Fix it for me" blog or send us an email.

Status

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

Properties

Article ID: 2626998 - Last Review: September 4, 2013 - Revision: 5.0
Applies to
  • Microsoft Office Basic 2007
  • Microsoft Office Enterprise 2007
  • Microsoft Office Home and Student 2007
  • Microsoft Office Professional Plus 2007
  • Microsoft Office Professional 2007
  • Microsoft Office Small Business 2007
  • Microsoft Office Standard 2007
  • Microsoft Office Ultimate 2007
  • Microsoft Office Home and Business 2010
  • Microsoft Excel Home and Student 2010
  • Microsoft Office Professional 2010
  • Microsoft Office Professional Plus 2010
  • Microsoft Office Standard 2010
  • Microsoft Office Starter 2010
Keywords: 
kbpackage kbexpertiseinter kbsurveynew kbfixme kbmsifixme KB2626998

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