My mother cannot access her word programme and has been told that it is because of a driver issue. Can someone please tell me how and from where she can download the necessary driver? I am sure that it was possible to locate relevant drivers on the MS site in the past but in a recent search, I could find very little on this issue.

Details:

Windows 7 64

MS Word starter 2010

• Edited by fircone Wednesday, June 24, 2015 8:32 PM

Thank you, I'll try and talk her through that and see what happens. I did think it a bit strange that a driver problem was mentioned (my a computer repair man!). We'll see !!

The repair process you suggested is being tried but it is looking more like it is stuck - not as though it is achieving anything. We are giving it some time but I think if it was going to work, it would have completed the process by now.

I have managed to get the error code:   sftldr_wow64.dcc  this file is missing

 I'm hoping that you will be able to offer more assistance with this information!

Thank you.

If this is a new problem, you could try using Windows System Restore to restore your operating system to the state that it was in before the problem occurred by choosing a restore point before that date.

Alternatively, see: http://support.hp.com/us-en/document/c02981221

Not a new problem, started about 2 weeks ago. The computer tec suggested another [free] programme for mum to try. She is in her eighties and although manages what she is familiar with very well, trying to get to know a new programme she has found too much - hence the renewed effort to get it sorted. 

I have found info on the error code but we are stuck with the file we need to find/download.  Details of error and reference to file:  https://technet.microsoft.com/en-us/library/cc817122.aspx?f=255&MSPPError=-2147217396

Restore is an option but I'm not sure how that would affect the new anti-virus software that was installed just after the problem started. I think I'm right in saying that files will not be effected - but not recently installed programmes?

I had a look at the link you posted, but I suspect it's incorrect - it points to the an article titled 'How to Manually Install the Application Virtualization Client'.

Restoring shouldn't affect any existing files, but would likely wipe out the AV installation. Accordingly, try the approach in the link I posted.

Thank you - have checked and mum is fine to un-install/reinstall. Can you just please confirm about reinstall. Her programme was already on the computer and she is worried about finding the programme to re-install.

The link I posted guides you through the whole process, including uninstalling/reinstalling, if necessary.

Un-installed/installed and problem solved. The only slightly tricky bit was that mum did not have the product key for installing as the programmes was already installed on the computer. However, the person who supplied the computer is local, so all sorted!

Thank you.