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Word keeps freezing & "Not Responding"

Anonymous
2023-09-03T22:11:27+00:00

I spent 2 hours on live chat/ the phone with MS support on Thursday, the guy ran all the fixes, dealt with add ons, deleted the file & created a new one from the One Drive copy, ran the program in safe mode, and that file kept crashing. I had what turned out to be a temporary fix by pasting the text into an email then sending it to myself & pasting into a new Word Doc, but my Dell G5 laptop is back to the program freezing. This had been happening with other Word Docs as well, and happened again with myultiple documents. I saw posts from a couple years ago addressing this, but all the suggestions in those posts/ replies were to do all the things that support already did. I am using my personal version of Office and not my colleges version. Why does this keep happening & how do I fix it for good?

Microsoft 365 and Office | Word | For home | Windows

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  1. Anonymous
    2023-09-05T04:08:47+00:00

    Thank you for your reply.

    I have Office 365 Personal that I have the yearly subscription for, which just renewed a couple months ago, other then that I am not sure which version. I tried following the steps to locate that info, but the steps were hard for me to carry out.

    Regarding the stpes you mentioned:

    1. The MS Support Agent did this and the problem presisted
    2. I tried to do this, but since I am blind & use a screen reader (JAWS21) I don't use a mouse & pressing space bar does not activate "advanced" and pressing enter takes me back into the word document
    3. The MS Support Agent did this and the problem presisted
    4. The MS Support Agent did this and the problem presisted

    I am having trouble following all the steps to uninstall & reinstall, since there are some sub-steps to find out different info. I can contact MS Support again and get help with this part of trying to fix the issue.

    My system does meet the minimum requirements, I have had the laptop for 3 years & had office since I bought the laptop, this has never been a problem. It is a Dell G5 laptop.

    The Office 365 has always worked fine with the screen reader program running, and as I mentioned this is a very recent problem and I saw others in the community had this problem a couple years ago, but this was not an issue back then.

    8 people found this answer helpful.
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  2. Anonymous
    2023-09-04T21:40:48+00:00

    Hi,

    Thank you for posting in Microsoft Community.

    It seems that you're still experiencing issues with Word freezing and not responding. Let's work on this together in finding the other options you can perform to fix this problem.

    To better understand the situation, I would like to ask some questions, such as:

    While waiting for your response, kindly try the methods below and let us know if it helps.

    1. Repair Office: you can follow the complete guide on how to perform this process on this artilce - Repair an Office application - Microsoft Support
    2. Disable hardware acceleration: Open Word > File > Options > Advanced > Display > Disable hardware graphics acceleration.
    3. Disable add-ins: Open Word > File > Options > Add-ins > Manage: COM Add-ins > Go > Uncheck all add-ins > OK.
    4. Update Office: Open Word > File > Account > Update Options > Update Now.

    If none of these steps work, you may want to consider uninstalling and reinstalling Office Uninstall Office from a PC - Microsoft Support || Download and install or reinstall Microsoft 365 or Office 2021 on a PC or Mac - Microsoft Support. Also, make sure that your laptop meets the minimum system requirements for Office.

    Sincerely,

    Leonardo_Y

    6 people found this answer helpful.
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  3. Anonymous
    2023-09-14T22:31:01+00:00

    Hello

    We haven't heard back from you for 72 hours, so we assume your issue has been resolved. We will not monitor this thread in the future, so if you need more help, double-click this link to create a new thread to discuss these issues: Create a new question or start a discussion (microsoft.com)

    Thank you for your understanding.

    respectfully

    Leonardo_Y

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  4. Anonymous
    2023-09-10T15:21:50+00:00

    Hi Dominick,

    Apologies for the late reponse, hope your doing well.

    I regret knowing that the issue persist even after consulting this to our Live Support team which has a better access to some tools which can furtherly isolate this issue.

    This time, knowing that all the possible troubleshooting known has been tried already yet the issue persist, I am thinking it has something to do with your Windows Operating System. If possible, kindly try installing latest Windows Operating System which is the 22H2 and see if you will get the same behavior. Follow the guide on how to install the upgrade

    1. click on this link Download Windows 10 (microsoft.com)
    2. Click "Download Now" and download MediaCreationTool22H2.
    3. Run him as an admin and let him do his thing.
    4. Check "Update this PC now", click next and let it download and scan files. This may take a while, depending on your internet connection.
    5. Make sure it's "Keep personal files and apps" and click Install. Now it will install Windows, but it will not delete anything.

    I hope this helps. Looking forward for your response

    Sincerely,

    Leonardo_Y

    2 people found this answer helpful.
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