Excel & Word Closing Down

[clintd]

Greetings from New Zealand.

A workmate of mine downloaded PC Tools Antivirus free edition and about the same time her excel and word programs started closing down on their own.
Wondering if it is the antivirus doing this.
Tried uninstalling antivirus and downloading but same problem.:confused:

Any suggestions please

[arden42]

Was the problem still occuring after uninstalling PCTAV? I.e. before you downloaded and reinstalled it?

[clintd]

Hi.
No it seemed OK without Antivirus.
I closed the anti virus down and did a test.
Thanks

[c_edge]

Uninstall the antivirus and then re-install in safemode.

Hopefully this will resolve it.

c_edge :)

[arden42]

Are you getting any error messages when the programs close, clintd?

[clintd]

have tried closing anti virus and word is fine,when we turn it back on word has problems and brings up error message.
Appname Winword exe
Modname cnxptn.dll
f debug 0 offset 00011ab5
Appver 11.0 5604 0
Apptaamp 3f314a2f
modver 1 0 0 1
Modstamp 3d7ed283

Tried uninstalling and then re installing in safemode. No change.
Although excel is ok now

Thanks

[c_edge]

Add Winword.exe to PCTAV ignore list to see if this helps.

Settings-> Scan Settings-> Scan exclusions-> Add file-> Winword.exe

See if this helps.

Also if the following does not work, try disabling File Guard.

c_edge :)

[Angie B]

Clintd, I know exactly what you are talking about, I have spent almost 20 hours online and on the phone with different Tech Support groups including PC Tools and Microsoft trying to resolve the same issue. When I open up Word or Excel it tells me that I do not have access to use this software. PC Tools took over as Administrator in Windows and Locked me out of my Microsoft Office Software, Microsoft is in awe as to how this happened and how to fix it. The last information I got from PC Tools was basically, since I downloaded the PC Tools antivirus software and agreed to the End User Licensing Agreement, PC Tools is not responsible for any damages done to your computer by PC Tools nor will they assist you in fixing any problems that result from you downloading their software. I have the email from PC Tools Tech Support that states this. In my opinion they do not stand behind thier product, they only stand behind the EULA. I wish you the best of luck and if I am able to find out any information on how to help you further I will post it on this site, If you would please share with me any resolutions you find as well.

[AChen]

Hi Angie B & clintd,

Please be aware that I have escalated this issue to the testers and developers. With PC Tools AntiVirus conflicting with Microsoft Office, we will try to replicate this problem. However, sometimes we are unable to get the same results, therefore, I may need more info from the users. I will let you know if we need more information.

I will be here to help you with any problems that you may experience and if you would like me to follow up any tickets, please send me your ticket numbers and i'll have this looked into.

[AChen]

Could you please confirm the following:

Version number of Microsoft Office and Excel?

Operating System?

Version of PC Tools AntiVirus?

[Angie B]

Ticket # 3514-4293-78 MS Office Basic Edition 2003 (includes MS Word, Excel and Outlook) Operating System is Windows XP and the Version of PC Tools Antivirus was the free downloadable version from this site. The MS error message for all of these programs was "Microsoft Program (ie Word) has not been installed for the current user. Please run setup to install the application". Please also be advised that the PC Tools Antivirus also currupted my Windows XP User Account and I had to create another Administrator account, transfer all of my info to a new user (4 hours worth of work) then delete my original user in Windows. I would be more then happy to work with PC Tools on a one on one basis to help investigate and resolve this issue but no one from PC Tools will contact me. My Ticket has also never been replied to.

[Angie B]

It does not help if you uninstall, Repair or Reinstall MS Office. You will still continue to receive the errror message and the MS Office Programs still remain unusable. Trust me I have tried that method 8 times, yes I said eight times. NO JOKE!! Microsoft Tech Support feels that its not the MS Office software it may be that the User Account in Windows is now corputed. Furthermore, if you go to the support.microsoft.com/kb/838687/en-us you will find the error message and you can read what causes this error message. One of the causes states "There is a third-party appl;ication on the system that is denying the required access to the registry subkey. In most cases, this behavior is caused by WebRoot Spysweeper". If you would like additional information please feel free to send me and email.

[AChen]

Thanks for the additional info Angie B.

Please note: I have moved your thread into the one thread so that we can keep a track of the info.

I have passed the following info to the developers. They will investigate this further. We have tried to reproduce this issue and were unable to do so, therefore further testing will be required and the info you have provided may help us to do this. We will try to get a fix asap.

We apologize for the inconveniece.