Every other time that you open a document in Word, the document opens in recovery mode or you receive an error message

Article translations Article translations
Article ID: 885380 - View products that this article applies to.
Expand all | Collapse all

On This Page

SYMPTOMS

Every other time that you open a document in an instance of Microsoft Word 2002 or of Microsoft Office Word 2003 that is running on a Microsoft Windows 2000 terminal server or on a Microsoft Windows Server 2003 terminal server, you may experience one of the following symptoms:
  • The document opens in recovery mode.
  • You receive the following error message:
    Word has detected a problem with the existing Normal.dot. Would you like to create a new Normal.dot?
Note Terminal Services is a service on servers that are running Windows 2000 or Windows Server 2003. It is a thin-client architecture in which all application processing occurs centrally on the server.

CAUSE

This issue may occur if the DisabledItems subkey and the Startup subkey are written to the following registry key:

Word 2002

HKEY_LOCAL_MACHINE\Software\Microsoft\Windows NT\CurrentVersion\Terminal Server\Install\Software\Microsoft\Office\10.0\Word\Resiliency

Word 2003

HKEY_LOCAL_MACHINE\Software\Microsoft\Windows NT\CurrentVersion\Terminal Server\Install\Software\Microsoft\Office\11.0\Word\Resiliency

Word 2007

HKEY_LOCAL_MACHINE\Software\Microsoft\Windows NT\CurrentVersion\Terminal Server\Install\Software\Microsoft\Office\12.0\Word\Resiliency


To have us fix this problem for you, go to the "Fix it for me" section. If you would rather 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 this problem link. Then click Run in the File Download dialog box, and follow the steps in this wizard.

Fix this problem
Microsoft Fix it 50358


Note This wizard may be in English only; however, the automatic fix also works for other language versions of Windows.

Note If you are not on the computer that has the problem, you can save the automatic fix to a flash drive or to a CD, and then you can run it on the computer that has the problem.

Let me fix it myself

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


To work around this issue, delete the DisabledItems subkey and the Startup subkey. To do this, follow these steps:
  1. Log on as an administrator to the console of the computer that is a terminal server.
  2. Click Start, click Run, type regedit in the Open box, and then click OK.
  3. Locate and then click the following registry subkey, as appropriate for your version of Word.

    Word 2002

    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Terminal Server\Install\Software\MICROSOFT\Office\10.0\Word\Resiliency

    Word 2003

    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Terminal Server\Install\Software\MICROSOFT\Office\11.0\Word\Resiliency

    Word 2007

    HKEY_LOCAL_MACHINE\Software\Microsoft\Windows NT\CurrentVersion\Terminal Server\Install\Software\Microsoft\Office\12.0\Word\Resiliency
  4. With the registry subkey that is specified in step 3 selected, follow these steps:
    1. Right-click DisabledItems, and then click Delete.
    2. Click Yes to confirm that you want to delete the
      DisabledItems
      subkey.
    3. Right-click Startup, and then click Delete.
    4. Click Yes to confirm that you want to delete the
      Startup
      subkey.
  5. Locate and then select the following registry subkey, as appropriate for your version of Word.

    Word 2002

    HKEY_CURRENT_USER\Software\Microsoft\Office\10.0\Word\Resiliency

    Word 2003

    HKEY_CURRENT_USER\Software\Microsoft\Office\11.0\Word\Resiliency

    Word 2007

    HKEY_CURRENT_USER\Software\Microsoft\Office\12.0\Word\Resiliency
  6. With the registry subkey that is specified in step 5 selected, follow these steps:
    1. Right-click DisabledItems, and then click Delete.
    2. Click Yes to confirm that you want to delete the DisabledItems subkey.
    3. Right-click Startup, and then click Delete.
    4. Click Yes to confirm that you want to delete the Startup subkey.
  7. On the File menu, click Exit to exit Registry Editor.

MORE INFORMATION

The DisabledItems entry stores the documents, the templates, and the add-ins that have been disabled in Word 2002 or in Word 2003. The Startup entry defines the Microsoft Office safe mode state.

Properties

Article ID: 885380 - Last Review: September 18, 2011 - Revision: 5.0
APPLIES TO
  • Microsoft Word 2002
Keywords: 
kbmsifixme kbfixme kbtshoot KB885380

Give Feedback

 

Contact us for more help

Contact us for more help
Connect with Answer Desk for expert help.
Get more support from smallbusiness.support.microsoft.com