two questions, re: why does insert icon function crashes word? and why are my hot keys not working?

Question

So as the topic suggest, I have two Word question I've not been able to find answers for in the forum.

First Question Why does the Insert Icon function keep crashing Word?

When I try to use this function, it allows me to choose which icons I want, but when I click insert,  it will start to download icons then next thing I know I'm getting a dialog box saying that word has stopped working and will restart, and then the box saying its recovering my last document.  Happens whether I choose 1 icon or choose 3+ icons.

Second question: Why do the hot keys not work??

For the longest time now, I have not been able to get any result when using Ctrl+S, Ctrl+V etc.  rather annoying as I find it easier than having to grab the mouse to do the same thing.  Over the weekend, it mysteriously reappeared and they started working again (YAAAYYYYY!!!) but then today no joy.  Back to having to use the mouse to cut and paste and copy and save and undo and and and and and....  le sigh.  I always have hot keys enabled and they work in other programs and interestingly they work when I'm using the citation function, allowing me to copy and paste etc in the the citation dialogue box.   If it can work there , why not in the main screen???

Cheers for any and all help

Nic

• FYI running Office 365 on Windows 10

Answer 1

thank you for your reply Amylovine

 in answer to your first question:

Apologies but cannot recall when it started because it was so long ago.   now that you mention add -ons, though, I will disable the one I've had since I installed word and see how that goes.  it may fix both of my issues.

The answers to your other questions are all in the original post.

Answer 2

Hi Nicola,

If Word is crashing, it's possible that the problem is caused by an add-in that runs when you use Word. On the other hand, if hotkeys do not work as expected, it may be caused by unexpected default or re-defined program assignments for the keys. Let's review some things so we can have a better idea of why you're experiencing this issue. Can you answer the following questions?

• Did this issue start after you installed an update?
• Have you made any changes on your device prior to this issue?
• Which version of Office are you using?
• Do you encounter any problems when using other Office apps?

In the meantime, we suggest that you open your Word in Safe Mode for us to identify if an add-in or extension is causing this problem. Refer to this support article for the steps. When you're in Safe Mode, observe if the same issue will occur and update us with the results.

We'll be waiting for your response.