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How can I unfreeze my computer?

Posted By : Eramilde of Katharine Gibbs School - New York on March 9, 2005

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How can I unfreeze my computer without deleting my homework that I just typed up?

This question was answered on March 9, 2005. Much of the information contained herein may have changed since posting.

MacOFF: Computer Stops Responding When You Use Open or Save As Command with Norton AntiVirus 5.0 or 6.0

Article ID : 278326

Last Review : February 28, 2005

Revision : 3.0

This article was previously published under Q278326

Important This article contains information that shows you how to help lower security settings or how to turn off security features on a computer You can make these changes to work around a specific problem Before you make these changes, we recommend that you evaluate the risks that are associated with implementing this workaround in your particular environment If you implement this workaround, take any appropriate additional steps to help protect your system.

Warning This workaround may make your computer or your network more vulnerable to attack by malicious users or by malicious software such as viruses We do not recommend this workaround but are providing this information so that you can implement this workaround at your own discretion Use this workaround at your own risk.

Note An antivirus program is designed to help protect your computer from viruses You must not download or open files from sources that you do not trust, visit Web sites that you do not trust, or open e-mail attachments when your antivirus program is disabled

For additional information about computer viruses, click the following article number to view the article in the Microsoft Knowledge Base:

129972Computer viruses: description, prevention, and recovery

On this page







If Norton AntiVirus 5.0 or 6.0 is active on your computer, and you use the Open or Save As command (on the File menu), or any other dialog box that uses Navigation Services, the computer may stop responding (hang).

The following are examples of Word commands or features that present dialog boxes that use Navigation Services:

• Open (on the File menu)

• Save As (on the File menu)

• File Locations tab (on the Edit menu, point to Preferences)

• From File (on the Insert menu, point to Picture)

• File (on the Insert menu)

• Compare Documents (on the Tools menu, point to Track Changes)

• Merge Documents (on the Tools menu)

NOTE: All of the features listed, except the Save As command, allow you to navigate to a location and open a file (Save As allows you to navigate to a location and save a file.) These dialog boxes are provided by Navigation Services, which is part of the Macintosh OS For additional details, please see the "More Information" section of this article


Norton AntiVirus version 5.0 or 6.0 is installed, and Auto-Protect is active


Norton has posted an article about this issue in its knowledge base For more information, please browse to the following Web site, and see the article titled "Applications Fail to Start and Computer Freezes with Auto-Protect Loaded":,microsoft

If the link is not available, browse to the Symantec Web site, and then search for document ID#1998616121052.

NOTE: The Symantec article shows the behavior only in Office 98; however, this behavior has been seen in the products listed at the beginning of this article


To work around this problem, turn off (disable) the Auto-Protect feature in Norton AntiVirus software

You receive an error message or the program stops responding when you save a document in Word 2003

Article ID : 813997

Last Review : September 1, 2004

Revision : 1.0

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When you try to save a Microsoft Office Word 2003 file, Word may stop responding or you may receive one of the following error messages:

There is not enough memory or disk space to complete the operation

There is insufficient memory or disk space Close extra windows and save your work.

There is insufficient memory or disk space Close an application


This program has performed an illegal operation and will be shut down If this problem persists, contact the program vendor.

Word cannot complete the save due to a file permission error.



This issue may occur if you are working with Word (and other programs for Microsoft Windows), and the Windows page file increases This increase can be large and can use up most or all the available disk space

Note This issue has been reported to occur if your computer is running certain versions of antivirus software This issue may also occur if you are saving to a full floppy disk.


To resolve this issue, add more hard disk space either by adding a larger disk drive or by using a disk compression utility

Note If you are running antivirus software, try turning it off If this corrects the issue, contact the manufacturer of your antivirus software for an update or workaround


To work around this issue, use any of the following methods: • You may be able to recover some disk space by quitting programs that you do not need After you quit the other programs, a few minutes may pass before Windows changes the size of the paging file

• You can free disk space by deleting files that you do not need

For example, run Disk Cleanup To do this, follow these steps:

Note Disk Cleanup is available in Microsoft Windows 98, Microsoft Windows Millennium Edition (Me), Microsoft Windows 2000, and Microsoft Windows XP 1 Click Start, point to Programs (in Windows XP, point to All Programs), point to Accessories, point to System Tools, and then click Disk Cleanup

2 In the Select Drive dialog box, click to select the drive that you want to clean up for example, C:\, and then click OK

3 On the Disk Cleanup tab, click to select each of the options for which you want to remove files

4 Click OK

• You may be able to save your file to a floppy disk drive or network drive

• You can try to save to a different floppy disk that has free disk space

For additional information about the Disk Cleanup tool, click the following article numbers to view the articles in the Microsoft Knowledge Base:

310312 Description of the Disk Cleanup Tool in Windows XP

186099 Description of the Disk Cleanup Tool

About the author

Posted by Eramilde of Katharine Gibbs School - New York on March 9, 2005

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