WD6X: Troubleshooting System Problems on Word for Power Mac

• Microsoft Word for the Power Macintosh, versions 6.0, 6.0.1, 6.0.1a
• Microsoft Office for the Macintosh, version 4.2.1

SYMPTOMS

When you try to start the Power Macintosh version of Word after you start your computer from the System CD or Disk Tools disk, one of the following occurs:

   Word starts up, and then quits suddenly before the splash screen
   appears. You do not receive an error message. More specifically, the
   animated rectangles (commonly referred to as "zoom rects") zoom outward
   and then zoom immediately back in.

    -or-

   One of the following error messages appears:

      The application "Microsoft Word" could not be opened because
      "Microsoft_OLE2" could not be found.

      The application "Microsoft Word" could not be opened because
      "MicrosoftDialogLib" could not be found.

CAUSE

Case 1: The OLE Files are Missing from the Path

When Word for the Power Macintosh starts, it looks for OLE files in the Extensions folder of the active System Folder. Because the computer is no longer started from the same System that Word was installed to, these files are missing and Word cannot start.

This situation does not apply if you are trying to run the 68K version of Word because OLE is not required to start Word.

Case 2: Your Computer Does Not Have Enough Memory to Start Word

On Power Macintosh computers with only 8 megabytes (MB) of memory, virtual memory is required in order to run Word. Because the Memory Control Panel is not present in the System Folder of the Macintosh System CD, Word does not start.

In the new memory model, Power Macintosh-optimized programs such as Word take up more memory when virtual memory is disabled. This behavior occurs because, when virtual memory is active, the system loads some components that it normally loads only on demand.

NOTE: On a Power Macintosh with only 8 MB of memory, because running Word while booted off the System CD is not possible, it is recommended that a clean system installation be done for testing purposes. This can be accomplished by pressing COMMAND+SHIFT+K in the System 7.5 Installation dialog box and clicking "Install New System Folder" in the dialog box that is displayed.

For additional information, please see the following article(s) in the Microsoft Knowledge Base:

   ARTICLE-ID: Q127033
   TITLE     : How to Do a Clean Installation of System 7.5

Case 3: System Resources Are Inadequate

Word for the Power Macintosh will not run from a Disk Tools disk, no matter how much built-in memory is available. This is because the System File on the Disk Tools disk has a minimum set of resources; the ones necessary to run the Power Macintosh version of Word are often absent.

WORKAROUNDS

To troubleshoot for a damaged system for Word for the Power Macintosh, follow these steps.

1. Copy the following required OLE files from the Extensions Folder to the application folder (the folder containing the Word icon).

       - Microsoft Dialog Library
       - Microsoft OLE Library
   

   NOTE: Because Word also searches the application folder, this will place these files in the search path so that Word will be able to start even when a different System is active. Once you are finished troubleshooting, delete the extra OLE files from the application folder so that the files don't take up extra space and don't interfere with the normal search path.

2. Start the Power Macintosh using the Macintosh System CD:

   - If you have System CD version 1.0:

           Insert the CD at startup.
   
      - If you have System CD version 2.0:
   
           With the CD inserted in the drive, start the computer while 
           pressing C on the keyboard.
   
      NOTE: An alternate method of restarting with any Macintosh System
      compact disc is to place the CD in the CD-ROM drive, choose Restart from
      the Special menu, and press and hold COMMAND+OPTION+SHIFT+DEL while the
      computer restarts. If you use this keystroke, let go of the keys when
      the happy Macintosh icon appears, otherwise the hard disk will not start
      and you will need to restart the computer.
   
   

3. Start Microsoft Word.

If Word behaves normally, you can conclude that the System or Finder file on the hard disk is damaged. In this case, you must reinstall your Macintosh system software. 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.)

MORE INFORMATION

If you are testing a feature that requires OLE functionality (such as embedding an Equation Editor object, linking to a Microsoft Excel worksheet, and so on), you may need to copy all of the OLE files to the application folder. The following OLE files are installed with Word 6.0:

• Microsoft Dialog Library
• Microsoft OLE Extension
• Microsoft OLE Library

Restarting with a System on an alternate source is a common method for troubleshooting Word problems.

For additional information on starting from a compact disc, please see the following articles in the Microsoft Knowledge Base:

   ARTICLE-ID: Q120099
   TITLE     : Booting a Power Macintosh from the System CD

   ARTICLE-ID: Q127033
   TITLE     : How to Do a Clean Installation of System 7.5