Client says Word 'turns black' and then closes itself and she loses her document.

[thecomputerguy]

A client has had this issue a couple times, the last time was in October of 2018. The way she explains it is Word itself will turn completely black, then disappear, almost as if it was told to close.

Everything else stays open, the monitor itself doesn't 'turn black' just the entirety of Word.

Back in October I believe I tried a repair install/ full reinstall, and a Video driver update. Replicating the issue will be impossible since I can't find any log errors and the issue only happens once every few months.

I've cranked up the autorecover to save information every one minute but for some reason I don't have a lot of success with autorecover.

 

[Porthos]

Back in October I believe I tried a repair install/ full reinstall, and a Video driver update.

Too many variables.
Computer specs?, Windows/Office version?, SSD? memory?

 

[thecomputerguy]

Too many variables.
Computer specs?, Windows/Office version?, SSD? memory?

Windows 7 Pro, Office 365 (So 2019 I believe now), 250GB Samsung SSD, 12GB System Memory

 

[Porthos]

Windows 7 Pro, Office 365 (So 2019 I believe now), 250GB Samsung SSD, 12GB System Memory

What computer, Model? age?

 

[thecomputerguy]

What computer, Model? age?

About 4 years old, its one of the last Windows 7 computers I sold. It's a Dell Inspiron 3847

 

[Porthos]

You know this was going to be my recommendation but I will say it anyway.

Update BIOS https://downloads.dell.com/FOLDER05007045M/1/Inspiron_3647_3847_A10.exe
Clean install Win 10.
Start from there. If needed Dell has current Win 10 drivers for it. https://www.dell.com/support/home/us/en/19/product-support/product/inspiron-3847-desktop/drivers

 

[nerd2u]

Age of the client?

May just be something they are doing without realizing they are doing it

Sent from my SM-G870W using Tapatalk

 

[nlinecomputers]

Check Event logs.

 

[nlinecomputers]

You may also want to try to disable hardware graphics acceleration in Word Advanced Options.

 

[jack-ant]

You've probably tried this already but try the Online Repair option in Add Remove Programs. I had this exact same problem a few days ago and the quick repair didn't help. Intermittent problems are the worst.

Sent from my VKY-L09 using Tapatalk

 

[sapphirescales]

Sounds like a graphics issue. Might also want to check the power supply. The first thing to do is isolate whether it's a hardware or software issue. I'd do a clean install of Windows 10 and go from there.

 

[ComputerRepairTech]

You may also want to try to disable hardware graphics acceleration in Word Advanced Options.

I would try this but it actually closing on its own is unusual.

 

[nlinecomputers]

I would try this but it actually closing on its own is unusual.

Agreed hence my comment about event logs.

 

[thecomputerguy]

Agreed hence my comment about event logs.

Logs show no crash at all.

 

[thecomputerguy]

You may also want to try to disable hardware graphics acceleration in Word Advanced Options.

I'll try this .. thanks!

 

[callthatgirl]

32 or 64 bit?

 

[thecomputerguy]

32 or 64 bit?

64

 

[callthatgirl]

Can you install 32 bit still? I would.

 

[Porthos]

Can you install 32 bit still? I would.

I always use the 32bit version of Office. (seems MS recommends for best compatibility)

 

[callthatgirl]

yes, grab every 32 bit version you can and run fast