Article ID: 313535 - View products that this article applies to.
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When you try to open a document or file for an Office for Mac application, the application's splash screen may appear with Optimizing font menu performance... but then the application closes unexpectedly or hangs.
Note: If you can launch Entourage for Mac or Outlook for Mac on your computer and when Word, Excel and PowerPoint are hanging on the splash screen, most likely the issue is font related and the steps in the article may resolve the issue. .
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This problem may occur if there is a damaged or an unsupported font in one of the Fonts folders on the computer.
When a Microsoft Office for Mac program starts, the program will try to read and to create an optimized list of the fonts that are available in the operating system. If the program finds a damaged font, the program may close unexpectedly or hang. The following conditions can cause this problem to occur:
Rebuild the Office Font cache
1. Quit all Applications.
2. In Finder click Go in the top menu and choose Home.
3. Open the Library folder
4. Open the Preferences folder
5. Open the Microsoft folder
6. Locate the Office Font Cache 11 (if present), and move to the Trash
7. Open the Office 2008 Folder, and move the Office Font Cache 12 (if present) to the Trash
If you have Office 2011, follow this additional step:
8. Open the Office 2011 folder in the Microsoft folder, and move the Office Font Cache to the Trash
9. Launch Word, this will rebuild the Office Font cache
When the problem still persists, repeat the above steps and continue with the steps below.
Clear the System font cache (Mac OS X v10.4.x and later)
In Mac OS X 10.4.x and later, safe boot disables all fonts other than those in the System\Library\Fonts folder, and it trashes all system font caches.
To start up in Safe Boot or Safe Mode, do the following:
Once back in Normal Mode, test the Office for Mac applications again.
Disable the Microsoft Fonts
1. Click Go in the top menu in Finder and choose Computer
2. Open the Macintosh HD
3. Click on Library
4. Click on Fonts
5. Drag the Microsoft Folder to the Desktop
6. Restart the Mac
7. Attempt to perform the action which previously produced the problem (launching your application, accessing the font menu, etc).If the problem doesn't recur, then disable 50% of the Microsoft fonts and compare the results with both halves, and continuing in this process for the half that reproduces the problem. See Isolating half of the fonts in a font folder below.
Check for bad fonts
1. Resolve Duplicates and Validate Fonts in Font Book:
a. Quit all applications
b. Click on Go in the top menu in Finder and choose Applications
c. Open Font Book
d. Click on All Fonts
e. Highlight the first font
f. Click on Edit, and choose Select All
g. Click on Edit, and choose Resolve Duplicates
h. When finished, with the Fonts still highlighted, click on Edit and select Validate Fonts
i. If any fonts show with the Red X beside them, disable these fonts and restart the Mac
2. Check for number of fonts installed in the folder: Macintosh HD/System Folder/Fonts. There should be NO MORE than 255 files in this folder.
3. A bad font in Classic can cause a problem with any application and even OSX itself, not just MS Office. OSX checks several places for fonts. One of those places is fonts in OS9, whether Classic is running or not.
Create a new Mac User Profile
In a new Mac user you have a complete fresh set of preferences and all other related files will be freshly generated as well.For more information about how to create a new user account, click the following article number to view the article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/2439218)Testing your user account to troubleshoot Office for Mac applications
Note. You can move files from one user account to another user account when you move it to the Shared folder on your system.
You can find the Shared folder here:
Macintosh HD / Users / Shared
This Shared folder can be accessed from both user accounts, move a copy of your files into this folder in your original user and then login to your new Mac user and access this Shared folder and drag the files to a location in your new Mac user, to the Desktop for example, don't leave them in Shared.
When there is no problem in the new Mac user profile, we know this is an issue with the original Mac user profile; you can continue the steps below in the old profile but exclude the Troubleshoot All Users Library Fonts Folder steps.
When there is still a problem in the new Mac user profile, then this means that the font problem is related to the System Font folder or the Hard Drive font folder (or the Office 2004 fonts folder when Office 2004 is on the system), continue with the Troubleshoot All Users Library Fonts Folder steps when this is the case, when there is still a problem, then you need to contact Apple Support to troubleshoot the System Fonts.
Deactivate Font Management Utilities
1. Deactivate all font management utilities, such as Adobe Type Manager, Extensis Suitcase Fusion, Insider FontAgent Pro, Linotype FontExplorer X, etc.
2. Attempt to perform the action which previously produced the problem (launching your application, accessing the font menu, etc). Then do one of the following:
If the problem doesn't recur, then disable 50% of your fonts and compare the results with both halves, and continuing in this process for the half that reproduces the problem. See Isolating half of the fonts in a font folder below.
Troubleshoot Your User Library Fonts Folder
This is a process of testing half of your data, in this case, fonts, then the other half to see which half contains data that is causing a problem. Once a set of fonts are found to not cause the problem, they can be set aside as having been tested proven as not causing the problem. Then, the process is repeated with the set of fonts that are demonstrating the problem, by splitting them in half again, and so on.
Article ID: 313535 - Last Review: September 28, 2012 - Revision: 14.0
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