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Topic: «Office Programs Freezing , Microsoft Word unresponsive if left idle » on forum: Technical Support   Views: 9084
 
Jon Albright
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 Posts: 31
Joined: 01/04/2019
Posted: 06/05/2019 02:49:49
 
 
 If while working with a Word document then walking away for a bit or switching to another office program for 5 - 10 minutes (Excel for instance), upon returning to the Word document, the program becomes unresponsive to mouse clicks until AWM is closed (right clicking on the system tray icon to close the program).  Currently have v8.14 installed on a Windows 10 Pro x64 v.1903 build 18362.30
 
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Bogdan Polishchuk
Administrator
 
 Posts: 4081
Joined: 04/04/2012
Posted: 06/12/2019 03:20:00
 
 
 Hello, Jon

I was unable to reproduce this problem.

Do you recall when exactly the problem started? Was it associated with some event in the system, update to a new version of MS Office for example?

Does the same problem happen with Excel and other Office applications besides Word?

Quote
If while working with a Word document then walking away for a bit
Does the screen saver start when you walk away or the computer goes into sleep mode or nothing happens and it just stays idle?

What version of MS Word you're running (File > Account > About Word).

Could you reproduce the problem and create dump file of the process: Task Manager > Details tab > right click on the process WINWORD.EXE in the list > Create dump file. The "Dumping process" window will appear, and when the file is created it will show the path to the file. Please, send this file to bogdan@actualtools.com.


Best regards.
 
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Jon Albright
Registered user

 
 Posts: 31
Joined: 01/04/2019
Posted: 06/12/2019 03:36:22
 
 
 I have installed the latest version of AWM and all was fine.  Microsoft relased its 1903 update and that is when the problem began.  Office365 version is 1905.

The issue is only with Word, all the other Office programs function fine.  Screen save or sleep does not occur when Word goes comatose

I will project on getting the dump file created.  Office just did an update to 1906.
 
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Bogdan Polishchuk
Administrator
 
 Posts: 4081
Joined: 04/04/2012
Posted: 06/22/2019 12:11:16
 
 
 Jon,

I was unable to reproduce the problem with the mentioned versions of Windows and MS Office.

Could you send us your AWM configuration files using the Send to Tech Support tool (AWM configuration module > Tools > Configuration > Send to Tech Support). Change the "To..." address in the email to bogdan@actualtools.com and add a link to this topic in the email.


Best regards.
 
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Bogdan Polishchuk
Administrator
 
 Posts: 4081
Joined: 04/04/2012
Posted: 08/03/2019 14:53:35
 
 
 Hello, Jon

Sorry for the delay.

We're still unable to reproduce the problem.

Could you see whether exclusion of Word from processing by AWM removes the problem? You need to disable Specific Settings for Word in the list of settings and create an Exclusion in the Exclusions section (AWM configuration module > Window Settings > Specific Settings) the same way you create Specific Settings.

Let us know the results.


Best regards.
 
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