How do I stop Grammarly from failing on office 360 and stopping jumping auto scroll?

First, I am not tech-savvy, and you guys have no idea if an additional editing assistance program as why it occurs. Clearly, that's a huge issue.

I talk to Grammarly. They send me to you. I spoke to you, and you told me to return to Grammarly.

One, the scrolling issue happens even if Grammarly is unloaded, so clearly, it is an issue with your program. That explanation of blaming Grammarly as the cause makes no sense and is a lazy, dismissive response. To then hit me with a disclaimer instead of answering the question or seeking assistance to give the correct reply to both issues is beyond frustrating.

I will cancel both. I will stop using your services. These services are not cheap every year.

This has been Grammarly's response to this inquiry. Can you understand my absolute anger over this?

Microsoft Office is slow or crashes when I'm using Grammarly – Grammarly Support

Stop the bouncing effect here. This is YOUR program; you are Microsoft and should know every possibility of issues with your software, and I am using your online service. Maybe this is deliberately done to discourage a 3rd party editing service, so how am I to assume otherwise? The back and forth clearly tells me that both companies have an issue with one another and that you may have made this deliberate so that no one uses their service with your application. If that is the case, why not say it publicly? Why risk customers?

I would like a straight, professional answer. If you do not know the answer, escalate it until someone does. Otherwise, I cancel both.

Unbelievable. '

Mrs. King

None of this worked. We canceled Grammarly today. As I said this is the Microsoft 365 subscription package.

This is the code that you requested: [Personal information removed]

My husband will be handling this from now on. We have just been away for the past five days for family matters.

Mrs. King

Hi, Mrs. King Thank you for reaching out to Microsoft Technical Support.We understand that you are experiencing issues with the Grammarly add-in malfunctioning and the Word document's automatic scrolling problem while using Office 365, which indeed affects your user experience.You mentioned that Grammarly keeps giving you a prompt that says 'you must close Word or any Office 365 online application.' Regarding your issue, we suggest trying to disable the Grammarly add-in in Word and then re-enable it to see if the problem persists.If it runs without any further messages, it's possible that there might be an issue with the Grammarly add-in itself. I would very much like to resolve this issue for you directly, but it seems that the problem has exceeded the support scope of our forum community. To further assist you in resolving this issue, we recommend that you contact Grammarly's customer support team. You can get help by visiting Grammarly's official support page:Grammarly: Free AI Writing Assistance. DISCLAIMER: Microsoft provides no implied or other warranties and/or guarantees and is not responsible for the information you obtain from third-party linked sites or for any technology-related support. On this page, you can find the option to contact customer support, submit a service request, or browse the help center for possible solutions. Please note that when viewing this page, you may need to manually select the translation according to your language preference to ensure that you can understand the provided information and guidance.We understand that this may involve additional steps for you, but please trust that Grammarly's customer support team will provide the necessary help and support. At the same time, we will also do our best to provide you with help within our capabilities.Thank you for your understanding and cooperation, and we look forward to a prompt resolution to your problem.Wishing you a pleasant day!Cherry|Microsoft Technical Support Specialist

Dear Mrs. King,

First and foremost, I want to express my sincere understanding of the frustration you are currently experiencing. Encountering technical issues, especially when they affect your workflow, can indeed be disheartening. In this case, it is understandably troubling that back-and-forth communication has not brought you a satisfactory solution.

Please allow me to assure you that we have not intentionally set up barriers to prevent the use of third-party editing services, nor do we intend to inconvenience you. Our goal is to provide you with the best service experience and to resolve the issues you are facing.

Regarding your concern, I have had in-depth discussions with my colleagues from our senior technical team. Understanding that the problem persists even after disabling Grammarly suggests that there may be interference from other third-party software or settings. To help you further diagnose and resolve this issue, you may try the following troubleshooting steps:

1）Open in Safe Mode

Try starting your computer in Safe Mode. This will load only the necessary system programs and services, which can help eliminate interference from third-party software.

If you are using a Windows system, please see:

Press Windows + R, type: winword /safe and then press Enter to confirm opening Word in Safe Mode.

If you are using a Mac operating system, please see:

Start up your Mac in safe mode - Apple Support (SG)

Disclaimer: Microsoft does not provide any implied warranties and/or guarantees, and is not responsible for any information obtained from third-party link websites or any tech-related support.

2）Reset Word

If you are using a Windows system, please see:

=========================

1. Exit all Office programs.
2. Ensure there are no files in the following folders:
   1. Navigate to C:\Users\username\AppData\Roaming\Microsoft\Word\STARTUP, press Enter to check for the presence of files. If there are any, please delete them; if not, close it.
   2. Navigate to C:\Program Files\Microsoft Office\root\Office16\STARTUP or C:\Program Files(x86)\Microsoft Office\root\Office16\STARTUP, check for the presence of files named professional knowledge. If there are any, please delete them; if not, close it.
3. Hold down the Windows key + R key, type regedit, and press Enter.
4. Navigate to the following keys in sequence and rename the word folder (right-click it, select Rename, for example, rename word to wordold): HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\word HKEY_CURRENT_USER\Software\Microsoft\Office\word
5. Click Start, enter %AppData%\Microsoft\Templates in the search programs and files box, and press Enter.
6. Back up and delete files with the .dotm suffix, such as Normal.dotm.
7. After completing the above operations, check the problem.

If you are using a Mac operating system, please see:

=========================

• Go to the desktop, click on the desktop, at the top of the screen click on “Go” while holding down the option key, and select “Library” (this is a hidden folder that only appears in the “Go” menu when you hold down the option key on the keyboard).
• Enter the Containers folder and delete the following file:
• com.microsoft.Word

Disclaimer: Modifying the registry or workgroup is typically aimed at advanced users, administrators, and IT professionals. It can help fix some issues, but improper modifications to the registry can cause serious problems. Therefore, please be sure to follow the steps strictly. For further protection, back up the registry before making any changes. For more information on how to back up and restore the registry, refer to: https://support.microsoft.com/en-us/topic/how-to-back-up-and-restore-the-registry-in-windows-855140ad-e318-2a13-2829-d428a2ab0692.

3）Word Version Information and Operating System Version Information

If the problem persists after trying the above steps, please tell us the specific version number of the Word application you are using. You can find this information by opening Word, selecting “Help” > “About Word”.

Equally important is the version of your computer’s operating system. Please tell us the type of operating system you are using (e.g., Windows 10 or macOS) and the version number.

With this information, we will be able to conduct thorough testing in the corresponding environment and attempt to find the root cause of the problem. Our goal is to provide you with a clear and effective solution.

Wishing you all the best! Looking forward to your reply.

Cherry