Lesson 1File-level checks: open with Open and Repair, try copy to local drive, recover from Temp or Previous VersionsExplains how to troubleshoot at the file level when Word will not open a specific document, using Open and Repair, copying files to local storage, recovering from temporary or Previous Versions, and identifying corrupt or damaged documents.
Use Open and Repair on problem documentsCopy files from network to local driveRecover from AutoRecover and temp filesRestore from Previous Versions or backupsIdentify and handle irreparably corrupt filesLesson 2Basic environment checks (file association, double-click behaviour, permissions, network drives)Focuses on basic environment checks that affect Word startup, including file associations, double-click behaviour in Explorer, NTFS permissions, mapped or network drives, and shell integration issues that can block documents from opening.
Verify .docx and .doc file associationsTest opening files via Word versus ExplorerCheck NTFS and share permissionsTest with and without network drives mappedReview shell extensions affecting Office filesLesson 3User communication templates: what to say during troubleshooting and how to close the ticketProvides ready-to-use phrases and templates for communicating with users while troubleshooting, setting expectations, asking clarifying questions, and closing tickets professionally with clear explanations and any follow-up instructions.
Opening the call and setting expectationsExplaining steps while you troubleshootRequesting user tests and confirmationsHandling delays and managing frustrationClosing the ticket and confirming outcomeLesson 4Initial user questions and information to collect (file name, recent changes, OS and Office versions)Outlines the initial questions and data to collect from the user, such as exact error messages, file names and locations, recent system or Office changes, and OS and Office versions, to quickly narrow down likely causes and avoid guesswork.
Capture exact error messages and codesRecord file name, path, and storage locationAsk about recent changes or updatesConfirm OS, Office edition, and buildCheck scope: single file, user, or deviceLesson 5Application-level checks: Safe Mode, repair Office, disable add-ins, test with new documentCovers first-line checks within Word and Office, including starting Word in Safe Mode, repairing the Office installation, disabling or isolating problematic add-ins, and testing with new or blank documents to separate app issues from file issues.
Launch Word in Safe Mode from Run dialogRun Quick Repair and Online RepairDisable and re-enable COM and VBA add-insCreate and test with a new blank documentCheck Normal.dotm and startup templatesLesson 6Escalation criteria and information to collect for transfer to Level 2 or vendor supportDefines when and how to escalate stubborn Word startup issues, what technical details to gather before transfer, and how to package logs, screenshots, and test results so Level 2 or vendor support can continue efficiently without repeating work.
Symptoms that trigger mandatory escalationInformation to collect before escalationPackaging logs, dumps, and screenshotsWriting a clear escalation summary noteCoordinating with vendor or Level 2 SLAsLesson 7Remote diagnostic steps and commands to run (Task Manager, event viewer, sfc /scannow, DISM)Details remote diagnostic techniques for Word startup failures, including using Task Manager, Event Viewer, Office logs, and system tools like sfc and DISM to identify crashes, hangs, or corruption without direct physical access to the device.
Check WINWORD processes in Task ManagerReview Application and Office event logsCollect Office and Windows reliability dataRun sfc /scannow and interpret resultsUse DISM health restore commands safelyLesson 8Isolating scope: single document, single profile, or global application issueShows how to determine whether the problem is limited to one document, one user profile, or the entire workstation, using alternate profiles, sample files, and other Office apps to narrow the scope and guide the next troubleshooting steps.
Test multiple documents and templatesCheck behavior under another user profileCompare Word with other Office appsTest on another workstation or VDIDecide next steps based on scope resultsLesson 9Documentation: concise helpdesk ticket note format including reproducible steps, findings, actions and outcomeExplains how to document Word-not-opening incidents in a clear, concise helpdesk note, capturing reproducible steps, observed behaviour, diagnostic findings, actions taken, and final outcome so that other technicians can quickly understand case history.
Standard ticket structure and required fieldsWriting clear reproducible steps and symptomsRecording diagnostics, tests, and findingsDocumenting actions taken and time spentSummarizing resolution, workaround, or closureLesson 10System checks: Windows updates, disk space, antivirus interference, user profile corruption indicatorsCovers system-level checks that can prevent Word from opening, including pending or failed Windows updates, low disk space, antivirus or endpoint protection interference, and signs of user profile corruption that may require repair or recreation.
Verify Windows and Office update statusCheck free disk space and temp foldersReview antivirus and endpoint policiesLook for profile corruption indicatorsTest with a temporary or new profile
