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David
David, Mac Specialist
Category: Mac
Satisfied Customers: 1772
Experience:  BSc H.Dip Apple Certified Professional
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I have MS Office for Mac installed on a Mac Air. Its been

This answer was rated:

I have MS Office for Mac installed on a Mac Air. It's been working OK for months but today I've had crashes in Word and Excel.

I am not sure whether to uninstall and reinstall, or if there is another problem.

MacHelpdesk :

Hi, my name is XXXXX XXXXX I will do whatever I possibly can to help answer your questions.

MacHelpdesk :

When deciding on uninstalling and reinstalling, it helps to find out if the problem exists in just one user account, or in a test user account too.

MacHelpdesk :

To do that, click the  in the top left, and System Preferences.

MacHelpdesk :

Click Users & Groups.

MacHelpdesk :

Unlock the padlock in the bottom left.

MacHelpdesk :

Click the plus + symbol.

MacHelpdesk :

Change account type to Administrator.

MacHelpdesk :

Use the username 'test' and password XXXXX

MacHelpdesk :

Select the test account just created, and login using the password XXXXX

MacHelpdesk :

Open Word, and open Excel. Then create some new documents, add content, and save them. Continue to test it for a while, or as long as you think it would normally take the problem to occur under the normal account.

MacHelpdesk :

When you want to get back to the original account use the  menu to logout, and then login to your normal account.

MacHelpdesk :

These troubleshooting steps are only for information purposes, and are not directly working on the issue yet. Please get back to me with what happens either way when you try these steps.

MacHelpdesk :

Yours sincerely,

MacHelpdesk :

David.

Customer:

Hi David

MacHelpdesk :

Hi :)

MacHelpdesk :

Do you have any questions on those steps?

Customer:

To clarify, altho I am the Administrator, I should create a test account which is also admin?

MacHelpdesk :

Yes, just so when you go to test no privilege issue will require you to back to the start and create the administrator version of a test account.

MacHelpdesk :

It's only temporary and is deleted afterward.

Customer:

Both Word and Excel crashed immediately on opening in test

Customer:

This is the error message for Word:

Customer:

Sorry, I thought it would keep the error message in temp memory.


 

Customer:

I will open word from my normal account and send the error message

Customer:

Microsoft Error Reporting log version: 2.0


Error Signature:
Exception: EXC_BAD_ACCESS
Date/Time: 2013-04-28 14:56:55 +0000
Application Name: Microsoft Word
Application Bundle ID: com.microsoft.Word
Application Signature: MSWD
Application Version: 14.3.2.130206
Crashed Module Name: Microsoft Word
Crashed Module Version: 14.3.2.130206
Crashed Module Offset: 0x002775b3
Blame Module Name: Microsoft Word
Blame Module Version: 14.3.2.130206
Blame Module Offset: 0x002775b3
Application LCID: 1033
Extra app info: Reg=en Loc=0x0409
Crashed thread: 0


 

MacHelpdesk :

Hi

MacHelpdesk :

The error happens in both accounts, which means the problem is common to both, which in turn means the problem is with the system files of Office.

MacHelpdesk :

The error indicates this too, by the appearance of the bundle error.

MacHelpdesk :

Those are the core files of Microsoft Office.

MacHelpdesk :

The good thing is that reinstalling should resolve this.

MacHelpdesk :

Reinstalling just Office that is.

MacHelpdesk :

Your personal files within your account are not affected by this, but having a back up is the only 100% way of being sure.

MacHelpdesk :

Do you have a backup of your important data, and the install discs for MS Office?

Customer:

I think I downloaded the Office from the MS website

MacHelpdesk :

I see. So you will reinstall using slightly updated steps.

Customer:

OK

MacHelpdesk :

Which version of Office is it do you know?

MacHelpdesk :

Is it Office for mac 2011?

Customer:

The latest Office 2011

MacHelpdesk :

OK.

MacHelpdesk :

Reinstalling cleanly works best when you remove the files thoroughly, and therefore following the MS KBase on the steps thoroughly is the best way.

Customer:

I presume you will help me thru this process?

MacHelpdesk :

Of course.

Customer:

I will download the program again first from the MS site, as I guess I will have deleted it

MacHelpdesk :

The article I will direct you to has all the steps verbatim from MS, but at any point they could be confusing, missing elements, or possibly wrong.

MacHelpdesk :

No please follow these steps first.

MacHelpdesk :

If not removed properly, and you install again, it will not replace the problem files.

MacHelpdesk :

It will see that they exist, and not replace them.

MacHelpdesk :

Then you will have to go back and do this step anyway.

MacHelpdesk :

Please follow the 11 steps in this article thoroughly:


http://support.microsoft.com/kb/2398768

MacHelpdesk :

Do you get the link to open up the right page?

MacHelpdesk :

It should say 'How to completely remove Office for Mac 2011'

Customer:

I guess it's ok to download the ISO while I am doing the other stuff?

MacHelpdesk :

Oh of course, sorry.

MacHelpdesk :

Just to save having to repeat the install, fog or it until all 11 steps in that article have been carried out.

MacHelpdesk :

forgo*

MacHelpdesk :

that should read 'forgo', my spelling correction changed it to 'fog or', sorry about that.

Customer:

Shall I close down the browser for the uninstall?

Customer:

Haha. I will need it open to read the instructions!

MacHelpdesk :

The questions is here on file for you, and you can re-open it again if you lose the browser window.

MacHelpdesk :

You could bookmark it to make it easier, or use a new tab in your browser.

MacHelpdesk :

Oh you mean the KBase, sorry.

MacHelpdesk :

You could print it out, but there is no problem keeping the browser open.

Customer:

Sorry, quick question. I have CleanMy Mac installed. It's popped up to ask if I want to use that program?

Customer:

Also, should I move all associated files to the trash too?

MacHelpdesk :

I avoid that type of software to be quite honest. I have known third-party helper applications to cause more problems than they are worth.

MacHelpdesk :

I have seen and experienced occasions where complete erase and reinstalls are required.

Customer:

OK, I am now getting the AppTrap message asking if I want to leave or move associated system files

MacHelpdesk :

Leave associated files.

MacHelpdesk :

That's the problem. If the software makes a guess at what it thinks are associated files, it can remove ones unnecessarily, causing other system wide problems. It's not just AppTrap, or CleaMyMac I have had issue with, others such as MacKeeper have caused untold headache too.

MacHelpdesk :

All the system maintenence tools you should ever need are built into the Mac OS that is preinstalled.

Customer:

Bit confused about whether to look in Preferences or Application Support in the Library

Customer:

I have Mackeeper as well!

Customer:

I read on Apple support forums that these were recommended. Should I uninstall all 3?

MacHelpdesk :

OK. Which step is it that is ambiguous?

MacHelpdesk :

They are not doing any harm being on your Mac, but they are a hazard to use in my experience.

Customer:

  1. Open Preferences, and then open Microsoft.
    Note If you have Service Pack 2 installed, open Application Support instead of Preferences.


  2. Drag the Office 2011 folder to the Trash.




To remove com.microsoft.office.licensing.helper.plist, follow these steps:



  1. On the Go menu, click Computer.

  2. Double-click your hard disk icon. The default name will be Macintosh HD.

  3. Open Library, and then open LaunchDaemons.

  4. Drag com.microsoft.office.licensing.helper.plist to the Trash.


To remove com.microsoft.office.licensing.helper, follow these steps:



  1. On the Go menu, click Computer.

  2. Double-click your hard disk icon. The default name will be Macintosh HD.

  3. Open Library, and then open PrivilegedHelperTools.

  4. Drag com.microsoft.office.licensing.helper to the Trash.

MacHelpdesk :

Open Preferences, if it doesn't have the folder 'Office 2011', go back and open Application Support instead and continue.

Customer:

Microsoft folder isn't in preferences. It's in Application Support.

Customer:

However, I can see lots of those "com.microsoft" files in Preferences

Customer:

Should I get rid of Silverlight? I have no idea what it does

Customer:

I cant find the file in this instruction

Customer:

Step 4: Remove the license file



  1. On the Go menu, click Computer.

  2. Double-click your hard disk icon. The default name will be Macintosh HD.

  3. Open Library, and then open Preferences.

  4. Drag com.microsoft.office.licensing.plist to the Trash.

MacHelpdesk :

Hi, it's best not to deviate from the instructions, or from the order they are in.

MacHelpdesk :

So do not worry about the extra files you see.

MacHelpdesk :

OK. Step 4.

MacHelpdesk :

You cannot find Macintosh HD, is it?

Customer:

I am now trashing


/Library/Application Support/Microsoft/

Customer:

I found the HD. I couldn't see that particular com.microsoft.office.licensing.plist file

MacHelpdesk :

Did you find com.microsoft.office.licensing.plist?

MacHelpdesk :

I see. Then was it because you could not see Library on Macintosh HD?

Customer:

Another AppTrap question. Do I leave the system files or remove?

MacHelpdesk :

Leave. Ignore it whenever it suggests it would like to help.

MacHelpdesk :

Sorry, back to com.microsoft.office.licensing.plist

MacHelpdesk :

Were you able to locate /Macintosh HD/Library/Preferences/ ?

Customer:

Yes

Customer:

I found the helper files but not that com.microsoft.office.licensing.plist

Customer:

Sorry, Just saw it.

MacHelpdesk :

OK. So com.microsoft.office.licensing.plist was not in that folder? Are you certain? Did you scroll through the entire list of files?

MacHelpdesk :

It's OK.

MacHelpdesk :

The list of files is very long.

Customer:

There's also one called com.microsoft.office.licensing.plist.lockfile

MacHelpdesk :

You can leave that as is.

Customer:

Sorry, bit more confusion at Step 6

MacHelpdesk :

No worries.

Customer:

I have 10.8 installed, but went thru this routint

Customer:

If you have MAC OS X Snow Leopard (10.6) or Lion (10.7), continue with these steps:



  1. On the Go menu, click Go to Folder.

  2. Type this text in the Go to folder box, and then click Go:
    /private/var/db/receipts


  3. Arrange files and folders in alphabetical order.

  4. Drag all files that begin with "com.microsoft.office" to the Trash.

Customer:

And found lots of "com.microsoft.office" files

MacHelpdesk :

Yes, that would be what I expect. Remove all of the files that begin 'com.microsoft.office.'

Customer:

OK! That's a lot of files.

MacHelpdesk :

Yes :D

MacHelpdesk :

It's faster to click one so it's highlighted, and then to press Command + Backspace to quickly Trash it.

MacHelpdesk :

You can select a range by clicking on the first one, then holding Shift and clicking the last one in the range.

MacHelpdesk :

Then press Command + Backspace to quickly Trash them.

Customer:

750!

MacHelpdesk :

Yes, lots of functionality requires lots of supporting files :)

MacHelpdesk :

Although not in all cases, but Office comes with many separate applications too.

Customer:

Just found some more

Customer:

Ok, I am emptying the trash.

Customer:

Going to make a cup of tea. This will take ages! :)

MacHelpdesk :

No worries :)

MacHelpdesk :

I get notified of a reply from you so it's OK, I will be here all the time :)

MacHelpdesk :

When the steps in that article are done, next will be reinstall. Final step will be removing the test account, which you can do once it is confirmed that all of this has worked.

MacHelpdesk :

If they have not worked, the next steps depend on having done this, and should not take as long as these steps.

Customer:

OK.

Customer:

I've only been using a Mac for around 10 months. Sorry to say I am not a fan but I do like the Air casing!

Customer:

Is it possible to get rid of the Apple OS and run Windows on a Mac Air?

MacHelpdesk :

Yes, it is.

Customer:

I have many programs that won't run on Mac

MacHelpdesk :

It is possible to use Apple BootCamp.

MacHelpdesk :

BootCamp lets you install Windows in a second boot partition.

MacHelpdesk :

You can then use just the Windows boot partition.

MacHelpdesk :

The BootCamp software is free from Apple, so you just need a retail copy of Windows.

MacHelpdesk :

It's not hard to set up. Do you have the MacBook Air Superdrive, or an external disc reader for the Windows discs?

Customer:

The trash has emptied!

Customer:

I don't have BootCamp, but I have just installed Parallels with Win 8 and Office 2013.

Customer:

Maybe I shouldn't bother re-installing Office for Mac? I don't use Outlook and maybe it would run better.

Customer:

I am now restarting

MacHelpdesk :

That's an idea

MacHelpdesk :

You could install Windows in Bootcamp, then install Office 2013 there instead of within Parallels.

Customer:

Hello, I am back!

Customer:

I looked up Bootcamp but saw that it wasn't supported. Most forums said Parallels was good.

Customer:

What's the advantage of Bootcamp?

Customer:

Are there any more files to remove?

MacHelpdesk :

No more files to remove. Not if you have reached the end of the article and step 11.

MacHelpdesk :

Parallels is good, and gives way more flexibility.

Customer:

There's nothing left in the Dock

Customer:

from MS

Customer:

That was the last step after restarting

MacHelpdesk :

An advantage of BootCamp would be that all the hardware is dedicated to Windows, instead of running Mac OS X, and then Parallels with a Windows virtual machine.

MacHelpdesk :

This would give higher performance, for applications that demand higher performance.

MacHelpdesk :

Office would not be in that category.

MacHelpdesk :

Parallels is flexible, and you can use it in parallel with Mac OS hence the name.

MacHelpdesk :

BootCamp means you would need to restart to get to the other Operating System.

MacHelpdesk :

That being said though, you can set up BootCamp and a Windows boot partition, and then paralleles can run Windows from that partition within Mac OS X.

MacHelpdesk :

So you could have the option of booting into Windows only, or into Mac OS X with Windows in parallels.

MacHelpdesk :

The steps to remove are complete, so all that remains is to decide on installing Office 2011 again, or to use Office 2013 and in which way.

Customer:

Odd thing now is that I can't see the Office 2013 in the Applications folder but when I go the Parallels Win Start screen, the apps are there.

MacHelpdesk :

That's the nature of Parallels.

MacHelpdesk :

It is a virtual machine

MacHelpdesk :

The hard disk is stored in the virtual machine file

MacHelpdesk :

When you boot windows in Parallels it opens the virtual machine hard drive that stores the Office 2013 applications and files.

MacHelpdesk :

so it's not on the real hard disk as Microsoft Office 2013, it is in a virtual machine hard disk file that parallels opens

Customer:

ahah

Customer:

I must have mistakenly thought the office apps on the Mac App folder were 2013 not Mac 2011.

MacHelpdesk :

You can install windows with parallels into a virtual machine with a virtual hard drive that is stored on the real hard drive. Or you can create a virtual machine in parallels that uses a real seperate hard drive or partition on the real hard drive for the Windows files.

MacHelpdesk :

So you have it set up as a virtual machine file at the moment, but you could create a BootCamp partition and install Windows, and create a new virtual machine and set it to use the Windows partition as it's hard drive.

MacHelpdesk :

It's very flexible.

Customer:

Hum, very interesting.

Customer:

Is the latter better? In which case, I might open a new request later and try that.

MacHelpdesk :

The latter is better in my opinion.

Customer:

How long would that take?

MacHelpdesk :

It gives you the option to completely boot into Windows if something isn't working right in Parallels on Mac OS X.

MacHelpdesk :

First you need to make sure of the requirements. You mentioned reading that your Mac is not compatible. I would need to double check that.

MacHelpdesk :

Can you click the  menu in the top left, and then 'About This Mac'.

MacHelpdesk :

Then tell me what it says for version of Mac OS X, processor, and memory.

Customer:

v10.8.3

Customer:

Processor 1.7GHz Intel Core i5

Customer:

4GB 1600 MHz DDR3 memory

Customer:

I thought I'd read that Bootcamp wasn't supported.

Customer:

Or was being phased out or something

MacHelpdesk :

No, that doesn't sound plausible. It's a feature that there is no reason I can see would be removed. It is supported in Mountain Lion so is right up to date.

MacHelpdesk :

http://www.apple.com/support/bootcamp/ is the best start page

Customer:

So is my Air good enough for this?

MacHelpdesk :

Yes, but there are other requirements to set it up, which are all listed here:

MacHelpdesk :

http://support.apple.com/kb/HT5634

Customer:

Ok, thanks

Customer:

If I wanted to get you to help me install it, how do I arrange that?

Customer:

I will open a new request

Customer:

But not now!

MacHelpdesk :

There is a new feature when yo log in to the site to request a previous expert, but if you haven't seen it or don't see it here is my link: http://www.justanswer.com/computer/expert-machelpdesk/

MacHelpdesk :

You can request me directly from there :)

Customer:

OK, great. Can you give me a quote?

MacHelpdesk :

I can't advise on a quote, that is up to you sorry :/

MacHelpdesk :

I have not done the process and am not familiar with it, I think there are suggested amounts based on the priority or the technical detail needed.

MacHelpdesk :

I have questions for other experts and keep meaning to do it but never get around to it :)

MacHelpdesk :

I hope that's OK

MacHelpdesk :


If you want I could get advice from moderators on what FAQ material to read, or what they would say.

Customer:

Sure, anything that helps.

MacHelpdesk :

OK. I will need to email them as I don't see anything apparent to help.

Customer:

Ok, thanks for all your help. Everything seems to be working OK now. I won't reinstall 2011.

MacHelpdesk :

You're very welcome!

MacHelpdesk :

Finally you can delete the test user account.

MacHelpdesk :

Go to System Preferences - Users & Groups.

MacHelpdesk :


Unlock the padlock, select the test account, and press the minus button. Remove immediately.

MacHelpdesk :

Let me know if you have any follow up questions, I will be happy to help :)

Customer:

I will rate and finish. Excellent service!

MacHelpdesk :

Thank you :)

MacHelpdesk :

Happy Sunday!

Customer:

Just deleting the test account. Am being offered 3 options. Save home folder, don't change home folder, delete home folder.

Customer:

Which to choose?

MacHelpdesk :

Delete the home folder, it doesn't contain anything.

MacHelpdesk :

Leaving would only take up space unessecarily.

Customer:

OK, done. Thanks and good evening David.

David and 3 other Mac Specialists are ready to help you
Hi Tess,

I hope you are well and Office is running well for you. Here is some information on what to pay for a question, but it up to you still.

http://ww2.justanswer.co.uk/en-gb/help/how-much-do-i-pay-post-question

It's based on the category, level of detail and urgency.

Do feel free to let me know if you would like some more questions answered.

Best regards,
David.
Customer: replied 5 years ago.

Hi David, I am running the Office in Parallels. Not perfect but OK for the time being.


 


I would like to try the Bootcamp and will spend some time this weekend reading the support pages.


 


If you are able to help me install, I shall ask for you when I'm ready to commit!


 


Thanks


Tess


 

Hi Tess,

No worries at all, just let me know :)

Regards,
David.