Office files that have RMS protection seem to crash

Article ID: 2750155 - View products that this article applies to.
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Symptoms

When you try to open a Microsoft Office document that has Information Rights Management (IRM) protection, the document seems to crash and does not respond. This behavior occurs after you install either of the following:
2687297 Description of the Office 2010 hotfix package (Mso-x-none.msp): June 26, 2012

2553260 MS12-057: Description of the security update for Office 2010 (MSO): August 14, 2012

Resolution

ImportantThis 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
To resolve this issue, follow these steps:
  1. Delete all files in the following folder:

    %localAppData%\Microsoft\DRM\
  2. Close all Office programs.
  3. Click Start, click Run, in the Open box, type regedit, and then click OK.
  4. Locate the following subkey and remove the CachedCorpLicenseServer value from the subkey:
    HKEY_CURRENT_USER\Software\Microsoft\Office\14.0\Common\DRM
  5. Delete all entries under the following subkey:
    HKEY_CURRENT_USER\Software\Microsoft\Office\14.0\Common\DRM\ServiceLocations

More information

For an automated solution, execute a batch file to update your system automatically.

Note We recommend that you back up the registry before you follow these steps:

  1. Start Notepad, and paste the following in a new text file:
    del %localAppData%\Microsoft\DRM\*.* /q /f /s
    reg delete hkcu\Software\Microsoft\Office\14.0\Common\DRM /v CachedCorpLicenseServer /f
    reg delete hkcu\Software\Microsoft\Office\14.0\Common\DRM\ServiceLocations /f
  2. Save the file, and change the file name extension from .txt to .bat.
  3. Run the .bat file that you created in step 2. To do this, double-click the file to run it.

Status

Microsoft has confirmed that this is an issue in the Microsoft products that are listed in the "Applies to" section.
Note This is a "FAST PUBLISH" article created directly from within the Microsoft support organization. The information contained herein is provided as-is in response to emerging issues. As a result of the speed in making it available, the materials may include typographical errors and may be revised at any time without notice. See Terms of Use for other considerations.

Properties

Article ID: 2750155 - Last Review: September 4, 2012 - Revision: 4.0
Applies to
  • Microsoft Excel 2010
  • Microsoft Word 2010
  • Microsoft PowerPoint 2010
Keywords: 
KB2750155

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