How do I fix a new document crashing in Word with Office 365?

Question

When you start a new document in Word, the document is locked. I can't access the header, the footer. I can't even write, and if I manage to write, I can't delete all the characters. One gets stuck. It's a bummer. It started happening about 3 weeks ago or so. It is impossible to work. Please fix it.

Answer 1

Dear Foster Rowan,

Good day! Welcome to Microsoft Q&A forum!

Based on your description, I understand that when creating a new Word document, the document appears locked and you are unable to edit normally, access headers or footers, or delete text correctly.

Since the issue started approximately three weeks ago, I'd like to gather a few details to help identify the root cause.

To understand the situation better, could you help confirming the following information:

• Does this issue occur with all newly created Word documents, or only specific documents/templates?
• Are you able to edit existing Word documents without experiencing the same behavior?
• If you launch Word in Safe Mode (Win + R > type: winword /safe) and create a new document, does the issue still occur?
• Have you recently installed any new Word add-ins, Office updates, Windows updates, or third-party applications before the issue began?
• Have you already performed am Office Repair of Microsoft 365? If so, what were the results?
• Could you provide your current Word version and build number? (Go to File > Account > About Word)
• Does Word display any error messages, freezing, or crashing events when the issue occurs? If yes, please kindly share the exact message or a screenshot.

Your confirmation would be very helpful in receiving suitable support!

If you're able to share more information, I could provide some helpful next steps.

Kindly let me know when there are updates or if you need further assistance. Any updates you’re able to share would be really helpful.

I'm here and happy to help! Thank you for your kindness and patience!

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Answer 2

Try this in order:

1. Update Office first
   • Open Word.
   • Go to File > Account.
   • Under Product Information, select Update Options > Update Now.
   • If Update Now is not shown, select Enable Updates first.
2. Start Word in Safe Mode
   • Press Windows key + R.
   • Type winword /safe and press Enter.
   • Confirm the title bar shows Microsoft Word (Safe Mode).
3. If Word works in Safe Mode, disable add-ins one at a time
   • In Word, go to File > Options > Add-Ins.
   • In the Manage list, select Word Add-ins or COM Add-ins, then select Go.
   • Clear one add-in, select OK, then restart Word normally.
   • Repeat until the crashing or locked new document behavior stops.
   • Older add-ins called out as known problems include Abbyy FineReader, PowerWord, and Dragon Naturally Speaking.
4. If Word does not work in Safe Mode
   • The issue is not likely caused by add-ins.
   • Repair Office, or uninstall and reinstall Office.
5. Install Windows updates and check device drivers
   • Select Start.
   • Type Windows Update.
   • Select Check for updates and install available updates.
   • If the problem continues, update these drivers from the device manufacturer: video card, printer, mouse, and keyboard.
   • On laptops, also check the laptop manufacturer site for updated files.
6. Check the default printer
   • Word can crash if it does not recognize the current printer.
   • Set a valid default printer in Windows. If no physical printer is available, set Microsoft Print to PDF as the default printer.
7. If Word repeatedly opens blank documents by itself
   • This specific issue was fixed in Version 2509 (19231) and newer.
   • If running Version 2507 (19029), update Word to a newer version.

If the file itself is on a shared location and shows as locked by another user, that is a different issue: the file can only be edited after the other person closes it, or a copy can be made with File > Save As.

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References:

• I get a "stopped working" error when I start Office applications on my PC
• Microsoft Word might repeatedly open new, blank documents without being prompted
• File is locked by another user and commands are grayed out
• MS Word Office 365 Crashes with certain features - Microsoft Q&A