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How to troubleshoot issues that occur in Office for Mac on a computer that is running Mac OS X 10.4.x or a later version
Article ID: 979949 - View products that this article applies to.
This article describes general troubleshooting steps that you can use to resolve problems with Microsoft Office for Mac programs. The troubleshooting steps that are included in this article use the Mac OS X Safe Boot feature to remove preference files and to reinstall software.
This article discusses general troubleshooting steps that you can use to resolve problem that occur when you use an Office for Mac program on a computer that is running Mac OS X 10.4.x (Tiger), Mac OS X10.5.x (Leopard), or Mac OS X10.6.x (Snow Leopard).
Use the following methods to troubleshoot problem with an Office for Mac program. The methods are listed in the order of complexity and intrusiveness. Follow the steps in a specific method, and then work with the Office for Mac program for a sufficient time to determine whether the problem was resolved before you try the next method.
Before you try any of these methods, make sure that you apply the current updates for the operating system and for the Office for Mac program. To obtain updates for Office for Mac products, visit the following Microsoft Web site:
http://www.microsoft.com/mac/downloadsTo obtain Apple updates, you can use the Software Update tool. To do this, click Software Update on the Apple menu while your computer is connected to the Internet.
After you install all the required updates, try to reproduce the problem to determine whether the problem was resolved. If the problem still occurs, try the next appropriate troubleshooting method.
Problems that occur with a single Microsoft Office programIf the problem only occurs with a single Microsoft Office program, check the following articles first:
(http://support.microsoft.com/kb/976191/ )"Application has quit unexpectedly" error when you start a Microsoft Office for Mac application
(http://support.microsoft.com/kb/975723/ )Formatting problems or the program closes unexpectedly when you try to open a new presentation or start PowerPoint for Mac
(http://support.microsoft.com/kb/975724/ )Formatting problems or the program closes unexpectedly when you try to open a new presentation or start Excel for Mac
(http://support.microsoft.com/kb/975725/ )Formatting problems or the program closes unexpectedly when you try to open a new presentation or start Word for Mac
(http://support.microsoft.com/kb/976447/ )Microsoft Entourage for Mac stops unexpectedly
Use safe mode in Mac OS XYou can use safe mode to troubleshoot startup problems that occur in Mac OS X 10.4 or later versions.
Be aware that some operating system features are disabled in safe mode. For example, you can't use the DVD player, capture video in iMovie, use audio input or output devices, or use an internal or external USB modem. Also, be aware that behavior of some devices, such as an AirPort card, may vary in safe mode, depending on the computer and on the Mac OS X version.
Safe mode in Mac OS X 10.5 also disables Quartz Extreme (hardware accelerated graphics). Programs that depend on Quartz Extreme will not open, and the Mac OS X menu bar will appear solid even if Translucent Menu Bar is enabled in Desktop & Screen Saver preferences.
Safe mode in Mac OS X 10.6 also disables File Sharing access. This means that you will not be able to mount Time Capsule disks or volumes that are served by other computers that are running Mac OS X.
When you perform a safe boot, the following items are affected:
313535To investigate startup item problems, follow these steps:
(http://support.microsoft.com/kb/313535/ )How to troubleshoot font problems in Office for Mac programs
Use the "Repair Disk Permissions" optionYou can use the Repair Disk Permissions option to troubleshoot permissions problems in Mac OS X 10.2 or later versions. If the permissions for your Microsoft software are incorrect, Office for Mac programs may start slowly or perform slowly. To use the Repair Disk Permissions option, follow these steps:
For more information about the Repair Disk Permissions option, see the following AppleCare article:
Move the Office preferences files to the desktopNote See the articles that were listed earlier if the problem is isolated to a single program.
If you experience the problem in multiple programs, you can move the Microsoft folder that contains common preferences to the desktop instead of just moving the preference files for one Office program. This procedure will force re-creation of the preferences files with default values.
If these steps resolved the problem, you can test each Office for Mac program preference file until you determine which file is the cause of the problem. After you find the file that is causing the problem, you can put the rest of the preference files back in the appropriate folder to replace the new preference files that were created.
Create a new userWhen you start an Office for Mac program, the system may crash or the program may quit. If you tried removing the preference files and are still experiencing the problem, create a new user to help determine whether the error is limited to the individual user or affects the whole system. To do this, follow these steps.
Note Contact Apple if you need help moving your user files to the new account.
Remove and then reinstall the Office for Mac programIf the following conditions are true, you will have to remove all copies of Office for Mac from your computer:
For Microsoft Office 2008
For Microsoft Office 2004
Install a clean version of Mac OS XYou may have to install a clean version of the Mac OS X if the following conditions are true:
If you plan to reinstall Mac OS X, use the Remove Office utility to remove Office for Mac from your computer. This utility also removes any preferences from the Library/Preferences folder in your home folder that apply to Office for Mac. These include the Microsoft Office folder and the Microsoft preferences folder.
For more information about how to reinstall Mac OS X, contact Apple. To contact Apple support, telephone (800) 275-2273 or visit the following Apple Care support Web site for more information:
http://www.apple.com/supportThe third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, about the performance or reliability of these products.
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: 979949 - Last Review: July 10, 2012 - Revision: 3.0