Release 15:22 - fix for word documents not saving properly - not fixed

Question

Hello

I had a problem saving and closing already saved documents with word asking me to 'save/save as' as if they were newly created documents.  This seems to happen when documents are open for a while.  The file has become corrupted.

The other issue was when opening a document it would come up with an error that there was not enough space in the start up disk - which is incorrect. Its a new laptop and there is 70% space remaining.

The release 15:22 was meant to fix these problems.  

My questions are - 

1). Does the release fix this bug on documents that were created prior to its installation? I am assuming it was meant to.

Or

2). Has the release simply failed to fix the bug?

3). Should I be doing back ups to an external hard drive if the files are corrupted?

If the release has failed to fix the bug and it is corrupting files this makes office 365 not fit for purpose and dangerous to run - when will the new bug fix be released?  What compensation will MS offer for work documents that becomes lost?  

This bug should be a P1 and a new bug fix released asap.

Thank you.

Answer 1

Thanks for the logs. We have a bug tracking this issue with all the info you provided.

From logs, it says that Word is taking a lot of CPU. Could you confirm by doing the following:

1. Launch Activity Monitor from Applications/Utilities. This is the same folder as Console
2. Get to the "Check Startup Disk" error you saw
3. In Activity Monitor, double click on "Microsoft Word"
4. Share the %CPU, and all the items under the Memory tab (Real Memory Size, Virtual Memory Size, etc.)

Could you describe how you can't open documents now? Is this the same issue that you described before or a new symptom? If it is new, are you getting an error at launch, open, or save? Can you create new documents but not open existing ones?

Thanks,

Ari Kapilivsky

Answer 2

Hi Ari

I just tried to open an existing word document and it came up with the error message again that I needed to check the start up disk. I had to cancel the message 3x and then word crashed - including the brand new document I just created.

Now I can't open any word document.

I would appreciate your help in resolving this as soon as possible. 

The log below I started from when I tried to open the file that triggered the error message.

file:///Users/LizLeydon/Documents/Thesis/Benjamin/Benjamin%20%E2%80%93%20FREQUENT%20TERMS%20AND%20REFERENCES/Backup%20of%20Benjamin%20%E2%80%93%20FREQUENT%20TERMS%20AND%20REFERENCES.docx>

18/05/2016 21:31:53.126 WindowServer[157]: send_datagram_available_ping: pid 387 failed to act on a ping it dequeued before timing out.

18/05/2016 21:31:53.128 CoreServicesUIAgent[1616]: Error -60005 creating authorization

18/05/2016 21:31:53.384 iconservicesagent[290]: Failed to get the real path for: /var/folders/27/tgbgc3492755vt4yypkhbj040000gn/C/com.apple.iconservices

18/05/2016 21:31:55.000 Finder[264]: [QL] After retry, preview was from a different type for <QLPreview 0x7f92e71dcae0 111207 file:///Users/LizLeydon/Documents/Thesis/Benjamin/Benjamin%20%E2%80%93%20FREQUENT%20TERMS%20AND%20REFERENCES/Benjamin%20%E2%80%93%20FREQUENT%20TERMS%20AND%20REFERENCES%206%20may.docx>

18/05/2016 21:32:07.709 WindowServer[157]: disable_update_timeout: UI updates were forcibly disabled by application "Microsoft Word" for over 1.00 seconds. Server has re-enabled them.

18/05/2016 21:32:07.841 Microsoft Word[1728]: Stream 0x7bf1e760 is sending an event before being opened

18/05/2016 21:32:07.841 Microsoft Word[1728]: Stream 0x7bf1e760 is sending an event before being opened

18/05/2016 21:32:08.714 WindowServer[157]: send_datagram_available_ping: pid 387 failed to act on a ping it dequeued before timing out.

18/05/2016 21:32:08.000 kernel[0]: ignored is_io_service_close(0x10000040b,IOHIDParamUserClient)

18/05/2016 21:32:08.000 kernel[0]: ignored is_io_service_close(0x10000040b,IOHIDParamUserClient)

18/05/2016 21:32:21.710 WindowServer[157]: disable_update_likely_unbalanced: UI updates still disabled by application "Microsoft Word" after 15.00 seconds (server forcibly re-enabled them after 1.00 seconds). Likely an unbalanced disableUpdate call.

18/05/2016 21:32:21.713 WindowServer[157]: send_datagram_available_ping: pid 387 failed to act on a ping it dequeued before timing out.

18/05/2016 21:32:39.648 WindowServer[157]: send_datagram_available_ping: pid 387 failed to act on a ping it dequeued before timing out.

18/05/2016 21:32:52.237 WindowServer[157]: send_datagram_available_ping: pid 387 failed to act on a ping it dequeued before timing out.

18/05/2016 21:32:56.308 locationd[80]: Couldn't find a requirement string for masquerading client com.apple.Maps

18/05/2016 21:32:56.483 locationd[80]: Location icon should now be in state 'Active'

18/05/2016 21:32:57.823 locationd[80]: NETWORK: requery, 0, 0, 0, 0, 3, items, fQueryRetries, 0, fLastRetryTimestamp, 485265049.2

18/05/2016 21:33:06.410 locationd[80]: Location icon should now be in state 'Inactive'

18/05/2016 21:33:06.531 WindowServer[157]: send_datagram_available_ping: pid 387 failed to act on a ping it dequeued before timing out.

18/05/2016 21:33:06.883 iconservicesagent[290]: Failed to get the real path for: /var/folders/27/tgbgc3492755vt4yypkhbj040000gn/C/com.apple.iconservices

18/05/2016 21:33:12.957 lsd[228]: LaunchServices: Could not store lsd-identifiers file at /private/var/db/lsd/com.apple.lsdschemes.plist

18/05/2016 21:33:12.972 lsd[228]: LaunchServices: Could not store lsd-identifiers file at /private/var/db/lsd/com.apple.lsdschemes.plist

18/05/2016 21:33:12.979 lsd[228]: LaunchServices: Could not store lsd-identifiers file at /private/var/db/lsd/com.apple.lsdschemes.plist

18/05/2016 21:33:12.981 lsd[228]: LaunchServices: Could not store lsd-identifiers file at /private/var/db/lsd/com.apple.lsdschemes.plist

18/05/2016 21:33:12.993 lsd[228]: LaunchServices: Could not store lsd-identifiers file at /private/var/db/lsd/com.apple.lsdschemes.plist

18/05/2016 21:33:12.993 lsd[228]: LaunchServices: Could not store lsd-identifiers file at /private/var/db/lsd/com.apple.lsdschemes.plist

18/05/2016 21:33:12.995 bird[251]: LaunchServices: Failed to create bundleProxy for bundle com.microsoft.hangAlert

18/05/2016 21:33:13.007 lsd[228]: LaunchServices: Could not store lsd-identifiers file at /private/var/db/lsd/com.apple.lsdschemes.plist

18/05/2016 21:33:13.008 lsd[228]: LaunchServices: Could not store lsd-identifiers file at /private/var/db/lsd/com.apple.lsdschemes.plist

18/05/2016 21:33:13.020 lsd[228]: LaunchServices: Could not store lsd-identifiers file at /private/var/db/lsd/com.apple.lsdschemes.plist

18/05/2016 21:33:13.021 lsd[228]: LaunchServices: Could not store lsd-identifiers file at /private/var/db/lsd/com.apple.lsdschemes.plist

18/05/2016 21:33:13.033 lsd[228]: LaunchServices: Could not store lsd-identifiers file at /private/var/db/lsd/com.apple.lsdschemes.plist

18/05/2016 21:33:35.000 kernel[0]: process Microsoft Word[1728] thread 210408 caught burning CPU! It used more than 50% CPU (Actual recent usage: 70%) over 180 seconds. thread lifetime cpu usage 113.608464 seconds, (108.059874 user, 5.548590 system) ledger info: balance: 90001756905 credit: 113496005225 debit: 23494248320 limit: 90000000000 (50%) period: 180000000000 time since last refill (ns): 128153554370 

18/05/2016 21:33:35.031 com.apple.xpc.launchd[1]: (com.apple.ReportCrash[1853]) Endpoint has been activated through legacy launch(3) APIs. Please switch to XPC or bootstrap_check_in(): com.apple.ReportCrash

18/05/2016 21:33:35.032 ReportCrash[1853]: Invoking spindump for pid=1728 thread=210408 percent_cpu=70 duration=129 because of excessive cpu utilization

18/05/2016 21:33:36.150 spindump[596]: Saved cpu_resource.diag report for Microsoft Word version 15.22.1 (15.22.16051200) to /Library/Logs/DiagnosticReports/Microsoft Word_2016-05-18-213336_Elizabeths-MacBook-Pro.cpu_resource.diag

18/05/2016 21:33:56.819 WindowServer[157]: send_datagram_available_ping: pid 387 failed to act on a ping it dequeued before timing out.

18/05/2016 21:34:11.619 com.apple.CDScheduler[222]: Thermal pressure state: 1 Memory pressure state: 0

18/05/2016 21:34:11.620 com.apple.CDScheduler[43]: Thermal pressure state: 1 Memory pressure state: 0

18/05/2016 21:34:33.037 WindowServer[157]: send_datagram_available_ping: pid 387 failed to act on a ping it dequeued before timing out.

18/05/2016 21:34:36.197 com.apple.CDScheduler[222]: Thermal pressure state: 0 Memory pressure state: 0

18/05/2016 21:34:36.197 com.apple.CDScheduler[43]: Thermal pressure state: 0 Memory pressure state: 0

18/05/2016 21:34:37.000 kernel[0]: ignored is_io_service_close(0x10000040b,IOHIDParamUserClient)

18/05/2016 21:34:43.085 WindowServer[157]: send_datagram_available_ping: pid 387 failed to act on a ping it dequeued before timing out.

18/05/2016 21:34:43.087 CoreServicesUIAgent[1616]: Error -60005 creating authorization

18/05/2016 21:34:46.549 LookupViewService[1857]: Using your own bundle identifier as an NSUserDefaults suite name does not make sense and will not work. Break on _NSUserDefaults_Log_Nonsensical_Suites to find this

18/05/2016 21:34:48.076 CoreServicesUIAgent[1616]: Error -60005 creating authorization

18/05/2016 21:34:50.056 CoreServicesUIAgent[1616]: Error -60005 creating authorization

18/05/2016 21:34:53.286 WindowServer[157]: send_datagram_available_ping: pid 387 failed to act on a ping it dequeued before timing out.

18/05/2016 21:35:00.773 com.apple.CDScheduler[222]: Thermal pressure state: 1 Memory pressure state: 0

18/05/2016 21:35:00.773 com.apple.CDScheduler[43]: Thermal pressure state: 1 Memory pressure state: 0

18/05/2016 21:35:03.846 com.apple.CDScheduler[222]: Thermal pressure state: 0 Memory pressure state: 0

18/05/2016 21:35:03.846 com.apple.CDScheduler[43]: Thermal pressure state: 0 Memory pressure state: 0

18/05/2016 21:35:22.279 com.apple.CDScheduler[222]: Thermal pressure state: 1 Memory pressure state: 0

18/05/2016 21:35:22.279 com.apple.CDScheduler[43]: Thermal pressure state: 1 Memory pressure state: 0

18/05/2016 21:35:25.351 com.apple.CDScheduler[222]: Thermal pressure state: 0 Memory pressure state: 0

18/05/2016 21:35:25.351 com.apple.CDScheduler[43]: Thermal pressure state: 0 Memory pressure state: 0

18/05/2016 21:35:29.447 com.apple.CDScheduler[222]: Thermal pressure state: 1 Memory pressure state: 0

18/05/2016 21:35:29.448 com.apple.CDScheduler[43]: Thermal pressure state: 1 Memory pressure state: 0

18/05/2016 21:35:42.760 com.apple.CDScheduler[222]: Thermal pressure state: 0 Memory pressure state: 0

18/05/2016 21:35:42.760 com.apple.CDScheduler[43]: Thermal pressure state: 0 Memory pressure state: 0

18/05/2016 21:36:04.264 com.apple.CDScheduler[222]: Thermal pressure state: 1 Memory pressure state: 0

18/05/2016 21:36:04.264 com.apple.CDScheduler[43]: Thermal pressure state: 1 Memory pressure state: 0

18/05/2016 21:36:05.288 com.apple.CDScheduler[222]: Thermal pressure state: 0 Memory pressure state: 0

18/05/2016 21:36:05.288 com.apple.CDScheduler[43]: Thermal pressure state: 0 Memory pressure state: 0

18/05/2016 21:36:09.385 com.apple.CDScheduler[222]: Thermal pressure state: 1 Memory pressure state: 0

18/05/2016 21:36:09.386 com.apple.CDScheduler[43]: Thermal pressure state: 1 Memory pressure state: 0

18/05/2016 21:36:19.625 com.apple.CDScheduler[222]: Thermal pressure state: 0 Memory pressure state: 0

18/05/2016 21:36:19.626 com.apple.CDScheduler[43]: Thermal pressure state: 0 Memory pressure state: 0

18/05/2016 21:36:29.866 com.apple.CDScheduler[222]: Thermal pressure state: 1 Memory pressure state: 0

18/05/2016 21:36:29.866 com.apple.CDScheduler[43]: Thermal pressure state: 1 Memory pressure state: 0

18/05/2016 21:36:29.933 WindowServer[157]: send_datagram_available_ping: pid 387 failed to act on a ping it dequeued before timing out.

18/05/2016 21:36:31.914 com.apple.CDScheduler[222]: Thermal pressure state: 0 Memory pressure state: 0

18/05/2016 21:36:31.914 com.apple.CDScheduler[43]: Thermal pressure state: 0 Memory pressure state: 0

18/05/2016 21:36:48.411 com.apple.xpc.launchd[1]: (com.apple.quicklook[1865]) Endpoint has been activated through legacy launch(3) APIs. Please switch to XPC or bootstrap_check_in(): com.apple.quicklook

18/05/2016 21:36:49.737 WindowServer[157]: send_datagram_available_ping: pid 387 failed to act on a ping it dequeued before timing out.

18/05/2016 21:36:49.758 Console[1867]: Failed to connect (_consoleX) outlet from (NSApplication) to (ConsoleX): missing setter or instance variable

18/05/2016 21:36:49.964 iconservicesagent[290]: Failed to get the real path for: /var/folders/27/tgbgc3492755vt4yypkhbj040000gn/C/com.apple.iconservices

18/05/2016 21:36:57.516 com.apple.CDScheduler[222]: Thermal pressure state: 1 Memory pressure state: 0

18/05/2016 21:36:57.516 com.apple.CDScheduler[43]: Thermal pressure state: 1 Memory pressure state: 0

18/05/2016 21:36:58.540 com.apple.CDScheduler[222]: Thermal pressure state: 0 Memory pressure state: 0

18/05/2016 21:36:58.541 com.apple.CDScheduler[43]: Thermal pressure state: 0 Memory pressure state: 0

18/05/2016 21:37:02.296 WindowServer[157]: send_datagram_available_ping: pid 387 failed to act on a ping it dequeued before timing out.

18/05/2016 21:37:12.878 com.apple.CDScheduler[222]: Thermal pressure state: 1 Memory pressure state: 0

18/05/2016 21:37:12.878 com.apple.CDScheduler[43]: Thermal pressure state: 1 Memory pressure state: 0

18/05/2016 21:37:17.389 WindowServer[157]: send_datagram_available_ping: pid 387 failed to act on a ping it dequeued before timing out.

18/05/2016 21:37:25.166 com.apple.CDScheduler[222]: Thermal pressure state: 0 Memory pressure state: 0

18/05/2016 21:37:25.166 com.apple.CDScheduler[43]: Thermal pressure state: 0 Memory pressure state: 0

Answer 3

It added more activity whilst I writing my reply to you.  I had kept the word app open at the same time.

18/05/2016 19:22:41.844 taskgated[322]: no application identifier provided, can't use provisioning profiles [pid=1671]

18/05/2016 19:22:42.182 taskgated[322]: no application identifier provided, can't use provisioning profiles [pid=1673]

18/05/2016 19:22:42.000 kernel[0]: IGAccelDevice: IOUserClient outputCount count mismatch

18/05/2016 19:22:42.630 Microsoft Word[1671]: NSAllowAppKitWeakReferences=YES

18/05/2016 19:22:42.713 Microsoft Word[1671]: ApplePersistenceIgnoreState: Existing state will not be touched. New state will be written to /var/folders/27/tgbgc3492755vt4yypkhbj040000gn/T/com.microsoft.Word/com.microsoft.Word.savedState

18/05/2016 19:22:51.031 WindowServer[157]: send_datagram_available_ping: pid 387 failed to act on a ping it dequeued before timing out.

18/05/2016 19:23:12.176 WindowServer[157]: send_datagram_available_ping: pid 387 failed to act on a ping it dequeued before timing out.

18/05/2016 19:23:22.968 WindowServer[157]: send_datagram_available_ping: pid 387 failed to act on a ping it dequeued before timing out.

18/05/2016 19:23:25.634 com.apple.xpc.launchd[1]: (com.apple.WebKit.Networking.46D08774-42CA-410B-963B-9DFFDE797411[1669]) Service exited with abnormal code: 1

18/05/2016 19:23:43.298 Microsoft Word[1671]: Stream 0x7ef306b0 is sending an event before being opened

18/05/2016 19:23:43.298 Microsoft Word[1671]: Stream 0x7ef306b0 is sending an event before being opened

18/05/2016 19:23:45.329 Microsoft Word[1671]: Stream 0x812bf540 is sending an event before being opened

18/05/2016 19:23:45.329 Microsoft Word[1671]: Stream 0x812bf540 is sending an event before being opened

18/05/2016 19:23:46.784 Microsoft Word[1671]: Stream 0x810d3190 is sending an event before being opened

18/05/2016 19:23:46.784 Microsoft Word[1671]: Stream 0x810d3190 is sending an event before being opened

18/05/2016 19:23:48.404 Microsoft Word[1671]: Stream 0x81154750 is sending an event before being opened

18/05/2016 19:23:48.404 Microsoft Word[1671]: Stream 0x81154750 is sending an event before being opened

18/05/2016 19:23:59.572 WindowServer[157]: send_datagram_available_ping: pid 387 failed to act on a ping it dequeued before timing out.

18/05/2016 19:25:01.116 WindowServer[157]: send_datagram_available_ping: pid 387 failed to act on a ping it dequeued before timing out.

18/05/2016 19:25:26.116 WindowServer[157]: send_datagram_available_ping: pid 387 failed to act on a ping it dequeued before timing out.

18/05/2016 19:25:43.968 WindowServer[157]: send_datagram_available_ping: pid 387 failed to act on a ping it dequeued before timing out.

Answer 4

Hi Ari - I had to do this a few times and at one point (when I could not get it to paste here) I reiterated the whole process and word would not launch at all.  I closed everything down and started again and luckily got it to launch.

The error message on storage space only happens when trying to save not launch the application.

Many thanks for your assistance.

Liz

Answer 5

18/05/2016 19:22:41.844 taskgated[322]: no application identifier provided, can't use provisioning profiles [pid=1671]

18/05/2016 19:22:42.182 taskgated[322]: no application identifier provided, can't use provisioning profiles [pid=1673]

18/05/2016 19:22:42.000 kernel[0]: IGAccelDevice: IOUserClient outputCount count mismatch

18/05/2016 19:22:42.630 Microsoft Word[1671]: NSAllowAppKitWeakReferences=YES

18/05/2016 19:22:42.713 Microsoft Word[1671]: ApplePersistenceIgnoreState: Existing state will not be touched. New state will be written to /var/folders/27/tgbgc3492755vt4yypkhbj040000gn/T/com.microsoft.Word/com.microsoft.Word.savedState

18/05/2016 19:22:51.031 WindowServer[157]: send_datagram_available_ping: pid 387 failed to act on a ping it dequeued before timing out.

18/05/2016 19:23:12.176 WindowServer[157]: send_datagram_available_ping: pid 387 failed to act on a ping it dequeued before timing out.