Hi,

I have a problem with Microsoft Word 2010. I use Windows 8.1 (64 bits) in a HP laptop. The program runs normally but when I hit the close button, it crashes. The system gives me two options: to wait it to respond or to restart it. Neither works properly: it won't respond and if restarted it will crash again when closed. Also, from this moment Windows won't work properly: I can't access the menu to shut down the computer, it becomes sluggish and I have to restart it for it to come back to normal. 

I have tried restarting the computer, but the problem persists. Also, I have tried unchecking the boxes for the add-ins in the COM complements options, but there is just one option there and it is already unchecked. And the "Fix it" solution won't be even installed on my computer because it says it is "not compatible with your current settings" or something like that. The problem persists. 

Please, help me.

Isaac712

• Edited by Isaac712 8 hours 15 minutes ago

Hi Isaac,

Based on your description, when you hit the close button in Word the issue appeared. Did this issue also happen other Office products? If this issue happened in all Word files?

You tried to disable add-ins in Word and used the FIX IT tool to solve this issue but failed. Now please refer to this article and try to Delete the Word Data registry subkey or Delete the Word Options registry key.

https://support.microsoft.com/en-us/kb/921541

Please check if these methods work for you. If the issue still exists I suggest you to collect the event log and provide us with the whole error messages of event log.

Steps of collecting event log:

Open Event Viewer to check whether there's any error about the Word crash issue.

Press Win + R, type "eventvwr" in the blank box, press Enter. In the Event Viewer, browse to Windows Logs -> Application, there may be some errors after the crash.

Please try to collect this event log and post the whole event log message here. I can get more information about your issue from this message and help you solve it. Im glad to help and follow up your reply.

Regards,

George Zhao
TechNet Community Support