Carriage Return key does not function in WORD

Question

This is a recent issue. I have the latest versions of Windows and Office 365. Microsoft Support has so far been unable to solve the issue.

It only exists in WORD using the off line APPS - all other Office 365 programmes work fine. Using WORD in secure mode works too! USing WORD online APP works.

The issue: pressing the Carriage Return to either accept word completion i.e. Sept ...ember or to insert a new line DOES NOT WORK

Answer 1

Hi Olivier,

Firstly, I found that your Office version is not the newest, we have released a newer version of Office.

I suggest you update Office to check the result:

1. Click File>select Account.
2. Click Update Options>select Update now.

Besides, I have checked the ticket, it is activated, our engineer is still working for you, he will try his best to help you, I suggest you keep working on it.

Regards,

Qing

Answer 2

Hi Olivier,

Thanks for posting the query on our forum.

I am sorry that the issue caused some inconvenience for you, I will try my best to help you.

Firstly, as you said that when you open Word in safe mode, the issue disappeared, it may be caused by add-ins or extension.

I suggest you turn off all add-ins to check if it can work:

View, manage, and install add-ins in Office programs

If the issue disappeared, a special add-in affected it.

I suggest you enable add-ins one by one to narrow down which one affected it.

If the issue still exists, could you please provide the following information for further analysis?

1. The detailed version of Office, such as 1906 (11727.20244). (Click File>select Account) As I want to test on the same version to check if it is caused by the special version.
2. When did the issue occur? Which operation have you taken before the issue occurred, such as update Office?
3. Besides, according to your description, I want to confirm if you have contacted Microsoft support, if so, please provide the Service request number.

To protect your privacy, I've sent you a private message to collect the information. You can access it via private message.

Regards,

Qing

Answer 3

Hi Qing

I have done as you suggested and the Office Version is now updated to:

Version 1907 (Build 11901.20176).

This update has not cleared the issue.

I am certainly intended to continue working with your engineer and I am waiting to hear from him.

Thanks,

Olivier

Answer 4

Quing: there is a single add-in Adobe Acrobat and it is not selected.

Office Version 1906 (Build 11727.20244)

I have a conversation going with support: Ticket #:15***83

The issue happens only with WORD!

Hope to find a solution soon with your help.

Thanks,

Olivier

PII masked by community moderator for privacy protection

Answer 5

If "Secure mode" means Safe mode, and the issue disappears in that mode, a likely cause of trouble is a poorly designed add-in. Steps to troubleshoot add-ins are discussed in the article at https://docs.microsoft.com/en-us/office/troubleshoot/word/issues-when-start-or-use-word.