Word freezes and keeps doing IO on OTeleData files

I'm working on a large document (thesis) in MS Word 2013, which has a lot of diagrams, equations, tables, cross-references etc.

It works fine until it just freezes. Once it is frozen it won't come back, and all it does in this state is play with OTeleData files e.g. C:\Users\User\AppData\Local\Microsoft\Office\OTeleData_4572_2.etl

I noticed that it happens mostly when I try to copy-paste a table which has equations inside, and a caption beneath the table.

Sometimes it would happen if I try to insert a cross-reference, copy or edit it. It would also sometimes happen just when trying to do something with an equation. Does not necessarily have to be a combination of these.

Very frustrating.

I have tried:

  • replacing Normal.dotm and NormalPre.dotm
  • making sure I had no add-ins in Word
  • making sure I had hardware acceleration disabled in Word Advanced settings
  • going into Outlook and making sure logging is disabled
  • going into registry and setting HKEY_CURRENT_USER\Software\Microsoft\Office\Common\ClientTelemetry\DisableTelemetry DWORD to 1 and changing permissions such that it won't be automatically set to 0

I can't be sure that Telemetry actually has anything to do with this, but Word is definitely doing something while frozen, and it is related to Telemetry (which still is going on even after all those things I did above) Any other ideas?

Thanks

July 8th, 2015 9:04am

Hi Shoujinz,

Based on your description, >>I'm working on a large document<< did you mean this issue appeared in a particular file?

First of all, please try to send this file to other users' computers and check if it works fine.

If this file does not work in other users' computers, I suggest you try to repair this file manually.
Open a blank Word- go to File menu- click Open- select the file- Click the down arrow on the Open button- click Open and Repair

Please refer to this KB article:
https://support.microsoft.com/en-us/kb/893672

If the issue still exists, please try to collect the event log messages and send the event log messages to our email address:
ibsofc@microsoft.com
Please Note: Please add the URL of the case in the email subject or body.

So that I can get more information from event log messages.

Please try these methods and let me know if they work for you.

I'm glad to help and follow up your reply.

Regards,

Emi Zhang
TechNet Community Su

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July 12th, 2015 10:38pm

I had this problem on multiple computers with the same file, under Office 2013.

I have ended up creating a new document, and ctrl+a then ctrl+v the contents of the old document into the new one. Since then the problem kind of went away, but I am not completely sure yet. Hopefully it does not come back.

July 13th, 2015 9:45am

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