WD: Troubleshooting Mac System Errors That Occur in MacWord

• Microsoft Word for the Macintosh, versions 5.0, 5.1, 6.0, 6.0.1, 6.0.1a
• Microsoft Word 98 Macintosh Edition

SUMMARY

Occasionally, a Macintosh System error occurs when you perform an operation in Word for the Macintosh. Although you may see the message while you are working in Word, the error is usually caused by the Macintosh system software. This article provides general steps for determining how to address a system error generated by Word for the Macintosh.

An example of a Macintosh System error occurs if you double-click the Microsoft Word application icon and a System error of Type 1 or Type 3 occurs.

MORE INFORMATION

Use the following steps to troubleshoot System error problems that occur in Word.

Step 1: Test Extensions

Extensions and Control Panel files add functionality to your Macintosh system. Sometimes one of these files conflicts with a program by attempting to store its information at a location in memory where another program stores its information.

If you have System 7.x or Mac OS 8.0, you can temporarily turn off extensions by pressing and holding down the SHIFT key and then starting your computer. Continue holding down the SHIFT key until the "Welcome to Macintosh Extensions Off" (System 7.5.x or earlier) or "Welcome to Mac OS Extensions Disabled" (System 7.6.x or later) message disappears. To reactivate extensions, restart your computer by choosing Restart from the Special menu.

NOTE: If the System error caused your computer to stop responding (hang), shut down the machine (turn off the power if necessary), then restart with extensions off, as described above.

If the System error does not recur in Word, one of your extensions or Control Panel files is probably causing the problem. Isolate the problem file, or contact Apple Technical Support at (800) SOS-APPL for assistance.

If the System error DOES recur in Word, continue with step 2.

The third-party contact information included in this article is provided to help you find the technical support you need. This contact information is subject to change without notice. Microsoft in no way guarantees the accuracy of this third-party contact information.

Step 2: Rebuild the Desktop File

You should rebuild your Desktop file on a regular basis: as frequently as once per month. Your Desktop consists of a pair of invisible system files that maintain information about the files and folders on your hard disk.

To rebuild your Desktop file, hold down the OPTION and Command (Apple) keys and start your computer. Hold down the OPTION and Command keys until the "Are you sure you want to rebuild the desktop file ..." message appears. Then release them and choose OK.

If the System error no longer occurs in Word after you rebuild your Desktop, you can conclude that you had a damaged Desktop file.

If the System error does recur in Word, continue with step 3.

Step 3: Test the Word Settings File

Quit Word if it is still running. If you're not sure whether Word is still running, choose the Finder icon on the right end of the menu bar. If Microsoft Word appears on the menu, Word is still running. In this case, choose Microsoft Word from the Finder menu. Then choose Quit from the File menu.

Open the Preferences Folder in the System Folder, and drag the Word Settings (5), Word Settings (6), or Word Settings (8) file from the Preferences Folder and drop it next to the Trash icon. Be sure you do not double-click this file, because it starts Word; if this happens, quit Word again before you continue.

If the System error no longer occurs in Word after you disable your Word Settings file, you can conclude that your Word Settings file is damaged. In this case, drag the Word Settings file to the Trash. When no Word Settings file exists, Word creates a new one with default settings when you quit Word.

If the System error does recur in Word, continue with step 4.

Step 4: Test the System

To rule out system corruption as the cause of your System error in Word, start (boot) your Macintosh using a Disk Tools disk or System CD. These disks contain programs you can use to initialize, test, and repair disks. (If you have System 6, use the System Tools or System Startup Disk.)

If you are using Word 6 for the Power Macintosh, please see the following article in the Microsoft Knowledge Base:

   ARTICLE-ID: Q128747
   TITLE     : Power Mac Word Doesn't Start After Booting from Disk Tools

To start your Macintosh using the System CD, insert the CD into the CD-ROM drive and then restart your computer and hold down the C key during the boot process.

If the System error no longer occurs in Word, you can conclude that the System software on the hard disk is damaged. In this case, you must reinstall your Macintosh system software. Be sure to delete the old System and Finder files before you reinstall the system software using your Apple System Install disks. For assistance, check your Apple Macintosh manual, or contact Apple technical support. (NOTE: It's always a good idea to back up your hard disk before you reinstall the Macintosh system software.)

If the System error DOES recur in Word, you may have a problem with the hard drive driver; continue with step 5.

Step 5: Run the Hard Drive Updater If You Have System 7

Run the HDSC Setup program, which is located on the Disk Tools disk. When prompted, choose Update, then restart your computer.

IMPORTANT: If no options are available in the HDSC Setup program, your hard disk may be formatted with something other than Apple Macintosh software.

If the System error no longer occurs in Word, you can conclude that your hard drive driver was damaged or that your hard disk was originally formatted with System 6. In the latter case, the HDSC Setup program updated the hard drive driver for use with System 7.

If the System error still recurs in Word, reinstall your Word program.

Step 6: Reset the Parameter RAM (PRAM)

To reset Parameter RAM, restart or turn on your computer and while pressing the COMMAND+OPTION+P+R keys. The Macintosh should chime two to five times before you release the keys. This action resets the Macintosh to its factory defaults and may help the computer locate the startup disk.

NOTE: When you reset the PRAM, you may need to reset various control panel settings, such as 32-bit addressing in the Memory control panel, the type of network you access, and screen resolution.