Same word document, different content on different machines

Question

One of my staff has a word document as part of a network share.  When she looks at it on her laptop, it displays correctly.  However, when she accesses it on her desktop, some of the text content is missing with no option to add the content or even highlight it.  Both machines are loading the same file with Word 2016, the only difference is that one has Win 7 (Desktop) and the other has Win 10 (laptop).  The missing content would have been part of a text box or a table, depending on the section of the document.  In both missing contents, the text box cannot be typed within, neither can the table cell.  However, they both work fine on other tested devices, but for visibility and functionality.  

When tested on other machines, the problem cannot be recreated, so I am doubting it is the file.  However, we tried to do a repair install on her desktop setup and compared settings between the two machines and nothing seems to be reflecting the problem.  The last edits made to the document were using office 2013 and for compatibility reasons, the document is saved with a 97-2003 document.  

Has anyone else ever encountered this problem, and, if so, what other steps can we try to resolve it?

(Due to HIPAA, I am unable to provide the files for examples).

Answer 1

Are the two computers connected to the same printer, using the same printer drivers? In Word, the layout of pages depends partly on the printer driver.

Repairing Office should work; see https://support.office.com/en-us/article/Repair-an-Office-application-7821d4b6-7c1d-4205-aa0e-a6b40c5bb88b.

It does happen that a repair fails, and then you may have to uninstall Office (possibly manually) and then reinstall from your account. See https://support.office.com/en-us/article/Uninstall-Office-from-a-PC-9dd49b83-264a-477a-8fcc-2fdf5dbf61d8.

Answer 2

Thanks for the follow-up.

Answer 3

I have seen the printer related issue before and both devices here use the same one, so that isn't the case.  With the ones I have seen, including those in other forums, it is more of the way the text lays out.  In my case, the textbox and table cell are missing and unable to be viewed or edited.

A complete uninstall and reinstall did work.  Both documents affected are now displaying correct and we haven't been able to recreate the problem since.

Answer 4

It was noticed over the weekend, but has likely been going on for a few weeks.  

I currently have two confirmed document that it affected.  

Word online doesn't appear to generate the issue.  

No error messages.  

Latest version is installed.  

Comparing devices, both are set with a compatibility view for 2003 and identical settings are checked.  

I did read in another forum that repair install options don't actually work with office products and to do a complete uninstall, reboot, and then reinstall.  I plan to try that later today.

Answer 5

Hello Casey,

The challenge you're experiencing when viewing a specific Word document on a different PC might be due to a compatibility issue. That being said, we'll need more information to properly address your concern. Kindly answer the following:

• When did the issue start?
• Is the issue isolated to a single Word document?
• Are you experiencing the same issue when viewing the document on Word Online?
• Are you getting any error messages?
• Have you installed the latest updates for Office 2016?