originale
Level 1 (2 points)

Q: Continuing problems with Word for Mac

Hello all. I wasn't sure if this was the right place to post this problem.

 

I have been on the Firefox forum for a few weeks trying to deal with Firefox continuously crashing. The people there found that it was Word for Mac that was causing the problem and recommended that I uninstall and reinstall- which I did.  Firefox crashed again as did Word. My laptop also spontaneously shuts down. I bought new Ram hoping to solve that but it didn't.  It shuts down, sometimes, when it's doing nothing but sitting there.

 

I have no idea what to do at this stage. The Firefox team suggested removing all Window products.  Should I remove Silverlight?  This I believe is required to watch Netflix.

 

Any suggestions.  Having Word crash in the middle of a doc is a disaster.  Auto recover recovered nothing and I had to start over.

 

I need Office due to my work with clients who are PC-based. AS you know Pages doesn't translate well. 

mac pro

Posted on Jan 8, 2015 10:09 AM

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originale

Q: Continuing problems with Word for Mac

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  • by Sparkleberry,

    Sparkleberry Sparkleberry Jan 8, 2015 11:16 AM in response to originale
    Level 4 (3,110 points)
    Notebooks
    Jan 8, 2015 11:16 AM in response to originale

    Ok, we are getting somewhere.

     

    What particular model of Macbook Pro?

     

    How to identify MacBook Pro models - Apple Support

     

    Don't give your own serial number here on the board

     

    What version of Mavericks?

     

    I think it goes from 10.9 to 10.9.5

  • by originale,

    originale originale Jan 8, 2015 11:25 AM in response to Sparkleberry
    Level 1 (2 points)
    Jan 8, 2015 11:25 AM in response to Sparkleberry

    MacBook Pro (13-inch, Mid 2010)

     

    OS. 10,.9.5

  • by Sparkleberry,

    Sparkleberry Sparkleberry Jan 8, 2015 11:43 AM in response to originale
    Level 4 (3,110 points)
    Notebooks
    Jan 8, 2015 11:43 AM in response to originale

    Read here what Safe Boot / Safe Mode does and does not do.

     

    OS X: What is Safe Boot, Safe Mode? - Apple Support

     

    OK, assuming you have a good backup there are at least three schools of thought regarding trouble shooting that you may encounter.

     

    School One supports the use of a free software program called EtreCheck to diagnose issues.

    http://etresoft.com/etrecheck

     

    You will see an example of an EtreCheck here

    Mavericks slowed down my MacBook Pro 13 inch (Mid 2010)

     

    School Two

    Another experienced user, linc davis, Linc Davis

    has a special script that produces information using the Terminal within your Mac.


    See linc's first reply in this thread

     

    Microsoft Office programs crash when I try to printing in Mavericks

     

    In that thread you will see an example of what linc's script produces.



    Old School:

    there is a little known third school of members who cannot always properly diagnose problems using either of these two schools of thought but will always take a stab at it. I am a charter member.

  • by originale,

    originale originale Jan 8, 2015 11:44 AM in response to Sparkleberry
    Level 1 (2 points)
    Jan 8, 2015 11:44 AM in response to Sparkleberry

    Thanks Sparkle.  LInc has helped me often and I trust his advice. With this mess, I am nervous to install unknown software. Perhaps I'l try this route.  I'll go ahead and post results to this thread.  Thanks!

  • by Sparkleberry,

    Sparkleberry Sparkleberry Jan 8, 2015 12:31 PM in response to originale
    Level 4 (3,110 points)
    Notebooks
    Jan 8, 2015 12:31 PM in response to originale

    There's no problem with Etrecheck - many experienced users have used it and the author is a contributor here.

     

    But linc davis has earned each of his many points, to be sure.

     

    Maybe you were just looking for an excuse to buy a new Mac! 

     

    Until linc davis shows up, make a back up, go into Safe Mode, and see what kind of crap stuff you have running that is non-Apple.

     


    PS I am disappointed you did not go with school #3

     

  • by originale,

    originale originale Jan 8, 2015 1:31 PM in response to Sparkleberry
    Level 1 (2 points)
    Jan 8, 2015 1:31 PM in response to Sparkleberry

    Haha Sparkleberry. I am happy to go with School #3. You have been helpful.LInc's process is internal to Mac so I don't have to download anything although his process has lots of steps Maybe the software is easier.

  • by Sparkleberry,

    Sparkleberry Sparkleberry Jan 8, 2015 1:37 PM in response to originale
    Level 4 (3,110 points)
    Notebooks
    Jan 8, 2015 1:37 PM in response to originale

    Linc's process is easy.  Really a single step or so, a copy, a paste, and then a wait for the results.  But so is the Etrecheck. Click, run, and wait.

     

    I am keeping this alive because School One or School Two will soon check in.

     

  • by originale,

    originale originale Jan 8, 2015 1:46 PM in response to Sparkleberry
    Level 1 (2 points)
    Jan 8, 2015 1:46 PM in response to Sparkleberry

    Running Etrecheck as I write to you....

  • by originale,

    originale originale Jan 8, 2015 2:00 PM in response to originale
    Level 1 (2 points)
    Jan 8, 2015 2:00 PM in response to originale

    Is it possible that Etrecheck can be stuck? It has been on checking daemons and agents for ages- and it also appears to be at the end of the checking process.

  • by Sparkleberry,

    Sparkleberry Sparkleberry Jan 8, 2015 2:29 PM in response to originale
    Level 4 (3,110 points)
    Notebooks
    Jan 8, 2015 2:29 PM in response to originale

    Let it run. When it is done, you should see the check mark. Altho it should not take more than a few minutes.


    Using EtreCheck

     

    http://etresoft.com/etrecheck_story

  • by originale,

    originale originale Jan 8, 2015 5:51 PM in response to Sparkleberry
    Level 1 (2 points)
    Jan 8, 2015 5:51 PM in response to Sparkleberry

    Here are the results.  Can you figure it out?

     

    Problem description:

    Word crashes, Firefox crashes, Computer spontaneously shuts down

     

    EtreCheck version: 2.1.5 (108)

    Report generated January 8, 2015 at 5:32:25 PM EST

     

    Click the [Support] links for help with non-Apple products.

    Click the [Details] links for more information about that line.

    Click the [Adware] links for help removing adware.

     

    Hardware Information: ℹ️

        MacBook Pro (13-inch, Mid 2010) (Verified)

        MacBook Pro - model: MacBookPro7,1

        1 2.4 GHz Intel Core 2 Duo CPU: 2-core

        8 GB RAM Upgradeable

            BANK 0/DIMM0

                4 GB DDR3 1067 MHz ok

            BANK 1/DIMM0

                4 GB DDR3 1067 MHz ok

        Bluetooth: Old - Handoff/Airdrop2 not supported

        Wireless:  en1: 802.11 a/b/g/n

     

    Video Information: ℹ️

        NVIDIA GeForce 320M - VRAM: 256 MB

            Color LCD 1280 x 800

     

    System Software: ℹ️

        OS X 10.9.5 (13F34) - Uptime: 8:14:41

     

    Disk Information: ℹ️

        TOSHIBA MK2555GSXF disk0 : (250.06 GB)

            EFI (disk0s1) <not mounted> : 210 MB

            Macintosh HD (disk0s2) / : 249.20 GB (27.34 GB free)

            Recovery HD (disk0s3) <not mounted>  [Recovery]: 650 MB

     

        MATSHITADVD-R   UJ-898 

     

    USB Information: ℹ️

        Apple Internal Memory Card Reader

        Apple Inc. Built-in iSight

        Apple Computer, Inc. IR Receiver

        Apple Inc. BRCM2046 Hub

            Apple Inc. Bluetooth USB Host Controller

        Apple Inc. Apple Internal Keyboard / Trackpad

     

    Gatekeeper: ℹ️

        Mac App Store and identified developers

     

    Kernel Extensions: ℹ️

            /Incompatible Software/Parallels Service.app

        [not loaded]    com.parallels.kext.prl_hid_hook (6.0 12106.692267) [Support]

        [not loaded]    com.parallels.kext.prl_hypervisor (6.0 12106.692267) [Support]

        [not loaded]    com.parallels.kext.prl_netbridge (6.0 12106.692267) [Support]

        [not loaded]    com.parallels.kext.prl_usb_connect (6.0 12106.692267) [Support]

        [not loaded]    com.parallels.kext.prl_vnic (6.0 12106.692267) [Support]

     

            /System/Library/Extensions

        [not loaded]    com.ZTE.driver.ZTEUSBCDCACMData (1.3.1) [Support]

        [not loaded]    com.ZTE.driver.ZTEUSBMassStorageFilter (1.3.1) [Support]

        [not loaded]    com.marvell.kext.USBGenericPrinterClass (1.0.0) [Support]

        [loaded]    com.rim.driver.BlackBerryUSBDriverInt (0.0.74) [Support]

        [not loaded]    com.rim.driver.BlackBerryUSBDriverVSP (0.0.74) [Support]

        [loaded]    com.vara.driver.VaraAudio (1.0.3) [Support]

     

    Launch Agents: ℹ️

        [not loaded]    com.teamviewer.teamviewer.plist [Support]

        [not loaded]    com.teamviewer.teamviewer_desktop.plist [Support]

     

    Launch Daemons: ℹ️

        [loaded]    com.microsoft.office.licensing.helper.plist [Support]

        [loaded]    com.teamviewer.Helper.plist [Support]

        [not loaded]    com.teamviewer.teamviewer_service.plist [Support]

     

    User Launch Agents: ℹ️

        [loaded]    com.adobe.ARM.[...].plist [Support]

     

    User Login Items: ℹ️

        None

     

    Internet Plug-ins: ℹ️

        o1dbrowserplugin: Version: 5.38.6.0 - SDK 10.8 [Support]

        Google Earth Web Plug-in: Version: 7.1 [Support]

        Default Browser: Version: 537 - SDK 10.9

        Flip4Mac WMV Plugin: Version: 2.3.8.1 [Support]

        OfficeLiveBrowserPlugin: Version: 12.2.7 [Support]

        OVSHelper: Version: 1.1 [Support]

        AdobePDFViewerNPAPI: Version: 11.0.10 - SDK 10.6 [Support]

        FlashPlayer-10.6: Version: 16.0.0.235 - SDK 10.6 [Support]

        DivXBrowserPlugin: Version: 2.2 [Support]

        Silverlight: Version: 5.1.30514.0 - SDK 10.6 [Support]

        Flash Player: Version: 16.0.0.235 - SDK 10.6 [Support]

        iPhotoPhotocast: Version: 7.0

        googletalkbrowserplugin: Version: 5.38.6.0 - SDK 10.8 [Support]

        QuickTime Plugin: Version: 7.7.3

        AdobePDFViewer: Version: 11.0.10 - SDK 10.6 [Support]

        SharePointBrowserPlugin: Version: 14.4.7 - SDK 10.6 [Support]

        WidevineMediaOptimizer: Version: 6.0.0.12757 - SDK 10.7 [Support]

        EPPEX Plugin: Version: 3.0.5.0 [Support]

     

    User internet Plug-ins: ℹ️

        WebEx64: Version: 1.0 - SDK 10.6 [Support]

        WebEx: Version: 1.0 [Support]

        CitrixOnlineWebDeploymentPlugin: Version: 1.0.79 [Support]

        Picasa: Version: 1.0 [Support]

     

    Safari Extensions: ℹ️

        DivX Plus Web Player HTML5 <video> [Installed]

     

    3rd Party Preference Panes: ℹ️

        DivX  [Support]

        Flash Player  [Support]

        Flip4Mac WMV  [Support]

        MacFUSE  [Support]

        TimeMachineScheduler  [Support]

     

    Time Machine: ℹ️

        Mobile backups: ON

        Auto backup: YES

        Destinations:

            deborah nixon's Time Capsul [Network]

            Total size: 998.06 GB

            Total number of backups: 113

            Oldest backup: 2011-01-22 16:52:36 +0000

            Last backup: 2015-01-04 20:51:25 +0000

            Size of backup disk: Excellent

                Backup size 998.06 GB > (Disk size 0 B X 3)

     

    Top Processes by CPU: ℹ️

             7%    firefox

             6%    WindowServer

             6%    mds_stores

             1%    diskimages-helper

             1%    mds

     

    Top Processes by Memory: ℹ️

        936 MB    mds_stores

        687 MB    firefox

        137 MB    Microsoft Word

        129 MB    softwareupdated

        120 MB    Pages

     

    Virtual Memory Information: ℹ️

        3.92 GB    Free RAM

        2.67 GB    Active RAM

        857 MB    Inactive RAM

        873 MB    Wired RAM

        1.71 GB    Page-ins

        0 B    Page-outs

     

    Diagnostics Information: ℹ️

        Jan 8, 2015, 01:05:45 PM    /Users/[redacted]/Library/Logs/DiagnosticReports/Finder_2015-01-08-130545_[reda cted].crash

        Jan 8, 2015, 01:04:22 PM    /Library/Logs/DiagnosticReports/mds_2015-01-08-130422_[redacted].crash

        Jan 8, 2015, 09:18:18 AM    Self test - passed

        Jan 7, 2015, 06:35:35 PM    /Users/[redacted]/Library/Logs/DiagnosticReports/AdobeReader_2015-01-07-183535_ [redacted].crash

        Jan 6, 2015, 11:07:36 PM    /Library/Logs/DiagnosticReports/mdworker32_2015-01-06-230736_[redacted].crash

        Jan 6, 2015, 11:07:35 PM    /Library/Logs/DiagnosticReports/mdworker32_2015-01-06-230735_[redacted].crash

        Jan 6, 2015, 11:07:34 PM    /Library/Logs/DiagnosticReports/mdworker32_2015-01-06-230734_[redacted].crash

        Jan 6, 2015, 11:07:33 PM    /Library/Logs/DiagnosticReports/mdworker32_2015-01-06-230733_[redacted].crash

        Jan 6, 2015, 11:07:32 PM    /Library/Logs/DiagnosticReports/mdworker32_2015-01-06-230732_[redacted].crash

        Jan 6, 2015, 11:07:31 PM    /Library/Logs/DiagnosticReports/mdworker32_2015-01-06-230731_[redacted].crash

        Jan 6, 2015, 11:07:10 PM    /Library/Logs/DiagnosticReports/mdworker32_2015-01-06-230710_[redacted].crash

        Jan 6, 2015, 11:07:00 PM    /Library/Logs/DiagnosticReports/mdworker32_2015-01-06-230700_[redacted].crash

        Jan 6, 2015, 11:06:59 PM    /Library/Logs/DiagnosticReports/mdworker32_2015-01-06-230659_[redacted].crash

        Jan 6, 2015, 11:06:58 PM    /Library/Logs/DiagnosticReports/mdworker32_2015-01-06-230658_[redacted].crash

        Jan 6, 2015, 11:06:56 PM    /Library/Logs/DiagnosticReports/mdworker32_2015-01-06-230656_[redacted].crash

        Jan 6, 2015, 11:06:54 PM    /Library/Logs/DiagnosticReports/mdworker32_2015-01-06-230654_[redacted].crash

        Jan 6, 2015, 11:06:53 PM    /Library/Logs/DiagnosticReports/mdworker32_2015-01-06-230653_[redacted].crash

        Jan 6, 2015, 11:06:51 PM    /Library/Logs/DiagnosticReports/mdworker32_2015-01-06-230651_[redacted].crash

        Jan 6, 2015, 11:06:50 PM    /Library/Logs/DiagnosticReports/mdworker32_2015-01-06-230650_[redacted].crash

        Jan 6, 2015, 11:06:49 PM    /Library/Logs/DiagnosticReports/mdworker32_2015-01-06-230649_[redacted].crash

        Jan 6, 2015, 11:06:48 PM    /Library/Logs/DiagnosticReports/mdworker32_2015-01-06-230648_[redacted].crash

        Jan 6, 2015, 11:06:47 PM    /Library/Logs/DiagnosticReports/mdworker32_2015-01-06-230647_[redacted].crash

        Jan 6, 2015, 11:06:45 PM    /Library/Logs/DiagnosticReports/mdworker32_2015-01-06-230645_[redacted].crash

        Jan 6, 2015, 11:06:44 PM    /Library/Logs/DiagnosticReports/mdworker32_2015-01-06-230644_[redacted].crash

        Jan 6, 2015, 09:59:25 PM    /Users/[redacted]/Library/Logs/DiagnosticReports/mdworker32_2015-01-06-215925_[ redacted].crash

        Jan 6, 2015, 09:59:20 PM    /Users/[redacted]/Library/Logs/DiagnosticReports/mdworker32_2015-01-06-215920_[ redacted].crash

        Jan 6, 2015, 12:59:02 PM    /Users/[redacted]/Library/Logs/DiagnosticReports/AdobeReader_2015-01-06-125902_ [redacted].crash

        Jan 6, 2015, 12:11:40 PM    /Users/[redacted]/Library/Logs/DiagnosticReports/mdworker32_2015-01-06-121140_[ redacted].crash

        Jan 6, 2015, 12:11:39 PM    /Users/[redacted]/Library/Logs/DiagnosticReports/mdworker32_2015-01-06-121139_[ redacted].crash

        Jan 4, 2015, 06:59:03 PM    /Library/Logs/DiagnosticReports/Kernel_2015-01-04-185903_[redacted].panic [Details]

        Dec 11, 2014, 11:25:31 PM    /Library/Logs/DiagnosticReports/Kernel_2014-12-11-232531_[redacted].panic [Details]

        Dec 9, 2014, 11:45:16 PM    /Library/Logs/DiagnosticReports/Kernel_2014-12-09-234516_[redacted].panic [Details]

  • by Templeton Peck,

    Templeton Peck Templeton Peck Jan 8, 2015 7:48 PM in response to originale
    Level 9 (62,070 points)
    Jan 8, 2015 7:48 PM in response to originale

    If the issue is indeed with Word, why aren't you asking your question on the Microsoft Mac forums since it's their software you're having issues with?  Microsoft appointed "MVPs" hang out there, and it would be a much more suitable place to post rather than a forum for Apple products.

     

    http://answers.microsoft.com/en-us/mac

     

    And for what it's worth, Safe Mode won't have any effect on MS Office, as it does not install any OS extensions that would be disabled by Safe Mode.

  • by originale,

    originale originale Jan 8, 2015 8:07 PM in response to Templeton Peck
    Level 1 (2 points)
    Jan 8, 2015 8:07 PM in response to Templeton Peck

    Templeton.  If you had read my original post, you'd have the answer to that. I'm looking to get help here.  It appears you don't have any to help me.  Sparkleberry has been very kind and I'll count on him/her

  • by Templeton Peck,

    Templeton Peck Templeton Peck Jan 8, 2015 9:02 PM in response to originale
    Level 9 (62,070 points)
    Jan 8, 2015 9:02 PM in response to originale

    I'm simply pointing you to a more suitable forum.

  • by Sparkleberry,

    Sparkleberry Sparkleberry Jan 9, 2015 8:17 AM in response to originale
    Level 4 (3,110 points)
    Notebooks
    Jan 9, 2015 8:17 AM in response to originale

    Originale,


    As I wrote yesterday, I can not decode Etrecheck reports however, you have a heckuva lot of plugins.   Translation: remove them.

     

    Some might be out of date.

    E.g.    OfficeLiveBrowserPlugin: Version: 12.2.7

     

    I think it is at least OfficeLiveBrowserPlugin: Version: 12.3.6


    If it is only Word misbehaving and Firefox crashing, I would post your questions on

    http://answers.microsoft.com/en-us/mac/forum/macword?tab=Threads

     

    as Templeton Peck suggested.


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