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Jason Jones
Jason Jones, Computer Technician
Category: Microsoft
Satisfied Customers: 16653
Experience:  Over 10 years work experience.
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Running office 2011 on a mac running El Capitain. Word will

Customer Question

Running office 2011 on a mac running El Capitain. Word will not launch, instead I get an error report screen and this error message.
Tried reinstalling , but the problem persists.
Help!
Microsoft Error Reporting log version: 2.0
Error Signature:
Exception: EXC_CRASH (SIGTRAP)
Date/Time: 2016-01-25 20:41:00 +0000
Application Name: Microsoft Word
Application Bundle ID: com.microsoft.Word
Application Signature: MSWD
Application Version: 14.5.8.151023
Crashed Module Name: merp
Crashed Module Version: 2.2.4.151023
Crashed Module Offset: 0x00004422
Blame Module Name: MicrosoftSetupUI
Blame Module Version: 14.5.8.151023
Blame Module Offset: 0x0000dd62
Application LCID: 1033
Extra app info: Reg=en Loc=0x0409
Crashed thread: 0
Submitted: 1 year ago.
Category: Microsoft
Expert:  Quiksilver07070 replied 1 year ago.
Hello and thank you for choosing JUSTANSWER.com.You need to use a BOOTABLE Antivirus scanner..The logic here is that if you BOOT into a lite operating system using ONLY the RAM, then you can SCAN the hard drive for Virus's. The reason this works, is because the Virus has NOT started, and is dormant. Rendering itself removable or deletable..In order to do this...you MUST have in your possession the BOOT media. Which is usually a CD or DVD. But can also be a USB drive that has been made to be BOOTABLE..A good program most folks use is called COMBOFIX. And is bootable..You will need to use a computer that is working properly to CREATE the USB drive bootable media. DO you have access to a different working computer?
Expert:  Quiksilver07070 replied 1 year ago.
Please disregard my respoonses....it was a mistaken post, meant for a different customer, but i am unable to delete it.
Expert:  John T. F. replied 1 year ago.
Hi, do you still need help with this issue? Thanks,John
Customer: replied 1 year ago.
Yes please - I've had no answer so far!
Expert:  John T. F. replied 1 year ago.
Ok, Can you please download and run the following tool?http://www.etresoft.com/download/EtreCheck.zip It will collect information about your system for diagnostic purposes. Run the app once it has downloaded On the first screen, feel free to choose a problem but you can leave description blank since you’ve already told me. Next, click “Start EtreCheck”. When it is finished collecting data, click “Share Report” and choose "Copy report to clipboard" Then click “I Accept” and paste it back to me as a reply. (You should be able to paste it back by right-clicking or Ctrl-clicking where you type your reply to me and then choosing Paste from the pop-up menu). Thanks,John
Customer: replied 1 year ago.
Thanks - it's midnight local time, so I'll get on to it tomorrow. Hope that's ok. I'm grateful for your assistance.
John
Expert:  John T. F. replied 1 year ago.
You are very welcome and tomorrow is perfectly fine. Have a good night!John
Customer: replied 1 year ago.
EtreCheck version: 2.7.8 (238)
Report generated 2016-01-27 19:37:49
Download EtreCheck from http://etrecheck.com
Runtime 2:47
Performance: ExcellentClick the [Support] links for help with non-Apple products.
Click the [Details] links for more information about that line.
Click the [Remove] links to remove adware.
Click the [Check files] link for help with unknown files.Problem: Other problemHardware Information: ⓘ
iMac (21.5-inch, Late 2009)
[Technical Specifications] - [User Guide] - [Warranty & Service]
iMac - model: iMac10,1
1 3.06 GHz Intel Core 2 Duo CPU: 2-core
8 GB RAM Upgradeable - [Instructions]
BANK 0/DIMM0
2 GB DDR3 1067 MHz ok
BANK 1/DIMM0
2 GB DDR3 1067 MHz ok
BANK 0/DIMM1
2 GB DDR3 1067 MHz ok
BANK 1/DIMM1
2 GB DDR3 1067 MHz ok
Bluetooth: Old - Handoff/Airdrop2 not supported
Wireless: en1: 802.11 a/b/g/nVideo Information: ⓘ
ATI Radeon HD 4670 - VRAM: 256 MB
iMac 1920 x 1080System Software: ⓘ
OS X El Capitan 10.11.3 (15D21) - Time since boot: about 2 daysDisk Information: ⓘ
APPLE HDD HUA722010CLA330 disk0 : (1 TB) (Rotational)
EFI (disk0s1) : 210 MB
Macintosh HD (disk0s2) / : 999.35 GB (414.29 GB free)
Recovery HD (disk0s3) [Recovery]: 650 MBOPTIARC DVD RW AD-5680H ()USB Information: ⓘ
Apple Inc. Built-in iSight
Western Digital My Passport 0820 1 TB
EFI (disk1s1) : 210 MB
Back Up (disk1s2) /Volumes/Back Up : 999.83 GB (56.75 GB free)
Apple Inc. BRCM2046 Hub
Apple Inc. Bluetooth USB Host Controller
Apple Computer, Inc. IR ReceiverConfiguration files: ⓘ
System Integrity Protection status: disabledGatekeeper: ⓘ
Mac App Store and identified developersUnknown Files: ⓘ
/Library/LaunchAgents/com.wyse.MacCompanion.plist
/Library/LaunchDaemons/com.wyse.PocketCloud.plist
~/Library/LaunchAgents/com.spigot.ApplicationManager.plist
~/Library/LaunchAgents/com.jdibackup.JustCloud.notify.plist
~/Library/LaunchAgents/com.jdibackup.JustCloud.autostart.plist
5 unknown files found. [Check files]Startup Items: ⓘ
AdobeVersionCueCS2: Path: /Library/StartupItems/AdobeVersionCueCS2
Startup items are obsolete in OS X YosemiteLaunch Agents: ⓘ
[loaded] com.google.keystone.agent.plist [Support]
[failed] com.teamviewer.teamviewer.plist [Support] [Details]
[failed] com.teamviewer.teamviewer_desktop.plist [Support]
[failed] com.wyse.MacCompanion.plist [Support]Launch Daemons: ⓘ
[loaded] com.adobe.fpsaud.plist [Support]
[running] com.fitbit.galileod.plist [Support]
[loaded] com.google.keystone.daemon.plist [Support]
[loaded] com.microsoft.office.licensing.helper.plist [Support]
[loaded] com.teamviewer.Helper.plist [Support]
[failed] com.teamviewer.teamviewer_service.plist [Support]
[running] com.wyse.PocketCloud.plist [Support]User Launch Agents: ⓘ
[failed] com.apple.CSConfigDotMacCert-[...]@me.com-SharedServices.Agent.plist
[failed] com.jdibackup.JustCloud.autostart.plist [Support] [Details]
[failed] com.jdibackup.JustCloud.notify.plist [Support] [Details]
[running] com.spigot.ApplicationManager.plist [Support]User Login Items: ⓘ
iTunesHelper Application (/Applications/iTunes.app/Contents/MacOS/iTunesHelper.app)
GrowlHelperApp UNKNOWN (missing value)
EvernoteHelper UNKNOWN (missing value)
GrowlHelperApp UNKNOWN (missing value)
iTunesHelper UNKNOWN Hidden (missing value)
EvernoteHelper UNKNOWN (missing value)
iTunes Application (/Applications/iTunes.app)
Dropbox Application (/Applications/Dropbox.app)
iSkysoft Helper Compact Application (~/Library/Application Support/Helper/iSkysoft Helper Compact.app)
Mail Application (/Applications/Mail.app)
Fitbit Connect Menubar Helper UNKNOWN (missing value)
ToDoHelper Application (/Applications/ToDoHelper.app)Other Apps: ⓘ
[loaded] QA2G25RMZ4.com.wunderkinder.wunderlist-helper
[running] com.apple.xpc.launchd.oneshot.0x10000007.DrCleaner
[running] com.apple.xpc.launchd.oneshot.0x1000000f.EtreCheck
[running] com.evernote.EvernoteHelper
[running] com.getdropbox.dropbox.45792
[running] com.guidedways.2DoSync.67232
[running] com.iskysoft.helper_compact.85152
[running] com.microsoft.Office365Service.90592Internet Plug-ins: ⓘ
Flip4Mac WMV Plugin: Version: 2.3.1.2 [Support]
FlashPlayer-10.6: Version: 20.0.0.286 - SDK 10.6 [Support]
QuickTime Plugin: Version: 7.7.3
Flash Player: Version: 20.0.0.286 - SDK 10.6 [Support]
AdobePDFViewer: Version: Unknown
Default Browser: Version: 601 - SDK 10.11
JavaAppletPlugin: Version: 15.0.1 - SDK 10.11 Check version
NP_2020Player_IKEA: Version: Unknown
Customer: replied 1 year ago.
Silverlight: Version: 3.0.40818.0 [Support]
iPhotoPhotocast: Version: 7.0User internet Plug-ins: ⓘ
Google Earth Web Plug-in: Version: 7.1 [Support]
fbplugin_1_0_3: Version: Unknown [Support]
BrowserPlus_2.7.1: Version: 2.7.1 [Support]Safari Extensions: ⓘ
eBay Shopping Assistant Adware! [Remove]
Slick Savings Adware! [Remove]3rd Party Preference Panes: ⓘ
BrowserPlus [Support]
Flash Player [Support]
Flip4Mac WMV [Support]
Growl [Support]Time Machine: ⓘ
Skip System Files: NO
Auto backup: YES
Volumes being backed up:
Macintosh HD: Disk size: 999.35 GB Disk used: 585.06 GB
Destinations:
MOVIES [Local]
Total size: 999.83 GB
Total number of backups: 45
Oldest backup: 14/07/2015, 07:01
Last backup: 27/01/2016, 07:02
Size of backup disk: Too small
Backup size 999.83 GB < (Disk used 585.06 GB X 3)Top Processes by CPU: ⓘ
75% Pages
20% com.apple.appkit.xpc.openAndSavePanelService
19% mdworker(24)
12% WindowServer
9% FinderTop Processes by Memory: ⓘ
733 MB kernel_task
434 MB softwareupdated
377 MB mdworker(24)
352 MB mds_stores
221 MB com.apple.WebKit.WebContent(3)Virtual Memory Information: ⓘ
2.15 GB Free RAM
5.85 GB Used RAM (2.75 GB Cached)
0 B Swap UsedDiagnostics Information: ⓘ
Jan 27, 2016, 07:33:09 AM /Library/Logs/DiagnosticReports/galileod_2016-01-27-073309_[redacted].crash
/usr/local/bin/galileod
Jan 25, 2016, 11:22:04 PM /Library/Logs/DiagnosticReports/galileod_2016-01-25-232204_[redacted].crash
Jan 25, 2016, 08:20:11 PM Self test - passed
Jan 25, 2016, 07:14:24 AM /Library/Logs/DiagnosticReports/galileod_2016-01-25-071424_[redacted].crash
Expert:  John T. F. replied 1 year ago.
Thanks, ***** ***** verify whether Word will run when OS X is in Safe Boot mode? Restart your Mac As soon as you hear the Startup chime, press and hold the SHIFT key Continue to hold the Shift key until you see the Apple logo and progress indicator. Then, let go of the Shift key and let it boot to the Desktop (it may take longer than usual so please be patient). Now test Word. Once you are done, restart normally, and let me know the result. John
Customer: replied 1 year ago.
Nope, it doesn't run in safe boot mode (same microsoft error reporting message appears.)
I have now restarted normally and the position is unchanged.
John
Expert:  John T. F. replied 1 year ago.
Ok, let's try manually removing everything. First; In the Finder, click the "Go" menu item in the menu bar at the top of the screen and choose "Home" In the Finder, click the "View" menu item in the menu bar at the top of the screen and choose "Show View Options" Place a check mark next to "Show Library Folder" Then, close all Finder windows and follow the steps in this webpage step by step. If you do not find a particular file, please let me know as you proceed through the process: http://support.microsoft.com/kb/2398768 Once it has all been removed, re-install Office 2011. John
Customer: replied 1 year ago.
Hi,'Step 6: Remove receiptsOn the Go menu, click Computer.
Double-click your hard disk icon. The default name will be Macintosh HD.
Open Library, and then open Receipts.
Drag all files that begin with "Office2011_" to the Trash.
Note These files are not always found on the computer.’I did not find any of these files, but everything else was present.
I've followed all the steps, so now I'm going to reinstall Office 2011
Customer: replied 1 year ago.
Hi John, I reinstalled, but Word still won't open. Same MER message as before.
John
Customer: replied 1 year ago.
For info, I get identical messages when I try to open Powerpoint, Excel and Outlook.
Expert:  John T. F. replied 1 year ago.
I'm sorry to hear that. I'm going to opt out and see if another expert has a fresh idea. Please do not reply back until you hear from them as it may delay the transition. Thanks and good luck!John
Expert:  Jason Jones replied 1 year ago.
Hello,
I will be the person helping you today.
I can see that you may need a little bit of extra help.
May I ask if you still need help with this problem? If so, may I start a screen sharing session on your computer and help you resolve the problem?
Once the remote session begins, we will be able to communicate via a chat window on your computer.
Thank you,
Jason
Expert:  Jason Jones replied 1 year ago.
Hello,
May I ask whether or not you still need help with this problem?
Thank you,
Jason
Customer: replied 1 year ago.
Yes Please! the problem remains unresolved.
Expert:  Jason Jones replied 1 year ago.
After you click the "Accept this offer" button for the remote service, the remote link will be posted here. That will be the last charge for today.
Customer: replied 1 year ago.
Hi Jason, thanks but I'm actually away from my desk-top for the moment. Is it ok if I get back to you tomorrow?
John
Expert:  Jason Jones replied 1 year ago.
Yes, that is most definitely okay with me. When you are ready to continue, please post a message here.
Jason Jones, Computer Technician
Category: Microsoft
Satisfied Customers: 16653
Experience: Over 10 years work experience.
Jason Jones and 5 other Microsoft Specialists are ready to help you
Expert:  Jason Jones replied 1 year ago.
Hello,Are you ready to begin the remote session now? - Jason
Expert:  Jason Jones replied 1 year ago.
Follow the instructions below to begin the remote helping screen.Remote page: http://remote.jasonfixedit.comAfter clicking the link above, enter the following two digit number: 40 and click the circle button to start the remote application.
Expert:  Jason Jones replied 1 year ago.
Are you having any problems with running that remote application after it is downloaded? Which Internet browser are you currently using (Internet Explorer, Firefox, Safari, or something of the like)?
Expert:  Jason Jones replied 1 year ago.
Please, keep all posts on this page. What problems are you having with the remote?
Expert:  Jason Jones replied 1 year ago.
Thank you for your time, the chance to work with you, and for the update.I am a member of all computer, networking, and cell phone categories. If you ever need anything else, please let me know.I'm online most hours of the day and only a brief time away.-Jason