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janthegeek
Posts: 11
Registered: ‎12-07-2011
Location: California
0
Accepted Solution

PowerPoint 2010 Hangs when trying to insert audio file

I am trying to insert audio into a PowerPoint slide program.  I have done this quite often with previous versions of PowerPoint on a Dell computer, so I don't think it is user error - although I am open to the possibility - anything to get this fixed!

Details:

Lenovo T520 4239CTO, Bios: 8AET52WW, Win 7 Prof 64-bit, Microsoft Office Prof 2010, PowerPoint 2010 32-bit version 14.0.6112.5000.

When I try to insert an audio file (MP3) I see a progress bar at the bottom (PowerPoint is inserting media) but it never progresses, and I also see a pop-up frame with this msg: "Inserting media. To cancel press the ESC key."  The system hangs - I must use the Control-alt-delete to get the task manager in order to stop the application. 

I have tried turing off all Norton Internet Security - no difference.

All recommended and most optional updates have been done from Lenovo and Microsoft, using their update service.

I suspect that even though I can't find out what is causing the hang, that it might be related to security software.  The music files were downloaded from Amazon, they are MP3 format, and should theoretically be okay in a PowerPoint slide show.

I would be most grateful for any help resolving this issue, since PowerPoint is basically useless to me unless I can insert various media files. 

Retired Employee
Serge1410
Posts: 2,438
Registered: ‎04-10-2011
Location: Malaysia
0

Re: PowerPoint 2010 Hangs when trying to insert audio file

hey janthegeek,

welcome to the forums and this method is something out of the norm.

that mp3 file, copy it to a usb drive .. find another computer that uses PowerPoint 2010 (hopefully the same version 14) .

now try inserting that mp3. does it hang? if it does, then it is not your laptop's fault.

if it doesn't, then back on your unit.. set it to diagnostic mode via msconfig. this will kill off all non-windows process and in theory you should still be able to launch PowerPoint.

insert that particular mp3 file into your slide and see if it hangs.

if it doesn't , then a process or a software that is running in the background is causing the error.





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janthegeek
Posts: 11
Registered: ‎12-07-2011
Location: California
0

Re: PowerPoint 2010 Hangs when trying to insert audio file

Thank you for the suggestions. I do not have other computers available with PowerPoint installed, but I will try setting mine in diagnostic mode and see what happens. I suspect some sort of security control is the problem, but the way that Norton interfaces with the Microsoft security features is confusing and I can't find anything obvious to disable that I haven't already tried.  I'm guessing that it is also possible that PowerPoint is trying to use memory that is allocated to something else or protected (because the system hangs instead of issuing an error msg). I think that some Lenovo software may also be installed that protects certain areas of memory.  This issue is really testing my skill levels, since I don't know how to do error tracing, etc. I tried contacting Microsoft customer support but was directed to Lenovo for service since this product was installed when I bought the computer.  Then  I tried online chatting with Lenovo customer service who directed me to establish an online diagnostic contact but backed out when I was presented with an agreement to pay an unspecified fee for the service. I don't think I should have to pay to get the software working that was installed as part of the purchase agreement.  Now I know why OEM software is cheaper then buying it directly from Microsoft - there really isn't any customer support for it!  Other customers are having the same problem on Lenovo computers, so getting to the bottom of this would also be helpful for them. 

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janthegeek
Posts: 11
Registered: ‎12-07-2011
Location: California
0

Re: PowerPoint 2010 Hangs when trying to insert audio file

[ Edited ]

A little more data: used Lenovo ThinkVantage toolbox, looking at System History - Critical Events details:

Application Error: " The program Powerpnt.exe version 14.0.6009.1000 stopped interacting with Windows and was closed.  To see if more information about this problem is available, check the problem history in the Action Center control panel."

It gives additional info regarding process)

I tried using Action Center but couldn't find the process ID, etc. for this particular event. 

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janthegeek
Posts: 11
Registered: ‎12-07-2011
Location: California
0

Re: PowerPoint 2010 Hangs when trying to insert audio file

Log Name:      Application Source:        Windows Error Reporting Date:          12/8/2011 10:44:36 PM Event ID:      1001 Task Category: None Level:         Information Keywords:      Classic User:          N/A Computer:      Arleen-THINK Description: Fault bucket , type 0 Event Name: Office12AssertTimer Response: Not available Cab Id: 0

Problem signature: P1: p1ml P2: 14.0.6029.0 P3: 3 P4: 512 P5: P6: P7: P8: P9: P10:

Attached files: C:\Users\Arleen\AppData\Local\Temp\powerpnt.exe.p1ml512.dmp C:\Users\Arleen\AppData\Local\Temp\powerpnt.exe.p1ml512.cvr

These files may be available here: C:\Users\Arleen\AppData\Local\Microsoft\Windows\WER\ReportQueue\NonCritical_p1ml_2e33eca65bd39977a7b43b27361ac1362d71d0_cab_1af865c5

Analysis symbol: Rechecking for solution: 0 Report Id: 41dc577d-2231-11e1-80af-f0def1703a71 Report Status: 2 Event Xml: <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">   <System>     <Provider Name="Windows Error Reporting" />     <EventID Qualifiers="0">1001</EventID>     <Level>4</Level>     <Task>0</Task>     <Keywords>0x80000000000000</Keywords>     <TimeCreated SystemTime="2011-12-09T06:44:36.000000000Z" />     <EventRecordID>14406</EventRecordID>     <Channel>Application</Channel>     <Computer>Arleen-THINK</Computer>     <Security />   </System>   <EventData>     <Data>     </Data>     <Data>0</Data>     <Data>Office12AssertTimer</Data>     <Data>Not available</Data>     <Data>0</Data>     <Data>p1ml</Data>     <Data>14.0.6029.0</Data>     <Data>3</Data>     <Data>512</Data>     <Data>     </Data>     <Data>     </Data>     <Data>     </Data>     <Data>     </Data>     <Data>     </Data>     <Data>     </Data>     <Data> C:\Users\Arleen\AppData\Local\Temp\powerpnt.exe.p1ml512.dmp C:\Users\Arleen\AppData\Local\Temp\powerpnt.exe.p1ml512.cvr</Data>     <Data>C:\Users\Arleen\AppData\Local\Microsoft\Windows\WER\ReportQueue\NonCritical_p1ml_2e33eca65bd39977a7b43b27361ac1362d71d0_cab_1af865c5</Data>     <Data>     </Data>     <Data>0</Data>     <Data>41dc577d-2231-11e1-80af-f0def1703a71</Data>     <Data>2</Data>   </EventData> </Event>

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janthegeek
Posts: 11
Registered: ‎12-07-2011
Location: California
0

Re: PowerPoint 2010 Hangs when trying to insert audio file

[ Edited ]

Here is another report (reproduced problen again, used Task Manager to stop the process after long hnag), found at

C:\Users\Arleen\AppData\Local\Microsoft\Windows\WER\ReportArchive\NonCritical_p1ml_2e33eca65bd39977a7b43b27361ac1362d71d0_00cb8e2e

 

Version=1 EventType=Office12AssertTimer EventTime=129678926474699435 Consent=1 UploadTime=129678926475689491 ReportIdentifier=2906783a-223f-11e1-80af-f0def1703a71 WOW64=1 Response.BucketId=2610993906 Response.BucketTable=5 Response.type=4 Sig[0].Name=Problem Signature 01 Sig[0].Value=p1ml Sig[1].Name=Problem Signature 02 Sig[1].Value=14.0.6029.0 Sig[2].Name=Problem Signature 03 Sig[2].Value=3 Sig[3].Name=Problem Signature 04 Sig[3].Value=512 DynamicSig[1].Name=OS Version DynamicSig[1].Value=6.1.7601.2.1.0.256.48 DynamicSig[2].Name=Locale ID DynamicSig[2].Value=1033 UI[2]=C:\Program Files (x86)\Common Files\Microsoft Shared\office14\mso.dll Sec[0].Key=LCID Sec[0].Value=1033 Sec[1].Key=skulcid Sec[1].Value=1033 State[0].Key=Transport.DoneStage1 State[0].Value=1 FriendlyEventName=Stopped responding temporarily ConsentKey=Office12AssertTimer AppName=Microsoft PowerPoint AppPath=C:\Windows\SysWOW64\DWWIN.EXE ReportDescription=Microsoft PowerPoint had an unexpected error.  It was not critical so you were not interrupted when the problem occurred.

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janthegeek
Posts: 11
Registered: ‎12-07-2011
Location: California
0

Re: PowerPoint 2010 Hangs when trying to insert audio file

I'm sorry for so many updates, but this is unfamiliar territory for me and I am posting info as I mess around trying to resolve the problem in the hopes that it will be important to anyone responding.

 

When I entered diagnostic mode via msconfig and launched PowerPoint it would not innitiate.  It appeared to be doing a license check and couldn't complete all the innitial tasks, launched an error msg and terminated.  Also, my laptop screen went so dark it was hard to read and would not respond to efforts to brighten it.

 

One other piece of data - when the Insert Audio task first launches, right after it displays the pop-up box that says Click to cancel, it appears like the function momentarily works before it hangs.  The next thing I am going to try is copying a song from a CD, and see if I can insert it, just in case there is something appended to the files that I download from Amazon.  I'm wondering if the new cloud service is adding data to the file that confuses PowerPoint. Apparently my songs are stored in the cloud as well as allowing me to download the file. 

 

Thanks again to anyone attempting to assist.  It is so frustrating not to have any official support for this software without having to pay a significant service contract fee.  I'm never going to buy optional OEM software again.

802.11n
CorkyG
Posts: 410
Registered: ‎08-13-2010
Location: Tucson, Arizona
0

Re: PowerPoint 2010 Hangs when trying to insert audio file

[ Edited ]

It is possible that the song you are trying to insert is being DRM protected by Windows.  Files downloaded from Amazon can fit that category.

 

You mentioned Norton as well as Microsoft security services - running both at the same time can also creat problems where one AV/anti-malware program sees the other as malware.

Fanfold Paper
johnbrae
Posts: 5
Registered: ‎12-05-2011
Location: South Africa
0

Re: PowerPoint 2010 Hangs when trying to insert audio file

Hi Janthegeek,

 

Try useing the windows 7 sample music files and insert the audio, see if you get the same results.

I woud like to know the results 

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janthegeek
Posts: 11
Registered: ‎12-07-2011
Location: California
0

Re: PowerPoint 2010 Hangs when trying to insert audio file

When trying to insert the Win 7 sample music the same thing happens:

Here is event log details:

Log Name:      Application Source:        Windows Error Reporting Date:          12/12/2011 3:09:55 PM Event ID:      1001 Task Category: None Level:         Information Keywords:      Classic User:          N/A Computer:      Arleen-THINK Description: Fault bucket 2610993906, type 5 Event Name: Office12AssertTimer Response: Not available Cab Id: 0

Problem signature: P1: p1ml P2: 14.0.6029.0 P3: 3 P4: 512 P5: P6: P7: P8: P9: P10:

Attached files: C:\Users\Arleen\AppData\Local\Temp\powerpnt.exe.p1ml512.dmp C:\Users\Arleen\AppData\Local\Temp\powerpnt.exe.p1ml512.cvr

These files may be available here: C:\Users\Arleen\AppData\Local\Microsoft\Windows\WER\ReportArchive\NonCritical_p1ml_2e33eca65bd39977a7b43b27361ac1362d71d0_19d1870a

Analysis symbol: Rechecking for solution: 0 Report Id: 658d6d2f-2516-11e1-8a82-f0def1703a71 Report Status: 0 Event Xml: <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">   <System>     <Provider Name="Windows Error Reporting" />     <EventID Qualifiers="0">1001</EventID>     <Level>4</Level>     <Task>0</Task>     <Keywords>0x80000000000000</Keywords>     <TimeCreated SystemTime="2011-12-12T23:09:55.000000000Z" />     <EventRecordID>14899</EventRecordID>     <Channel>Application</Channel>     <Computer>Arleen-THINK</Computer>     <Security />   </System>   <EventData>     <Data>2610993906</Data>     <Data>5</Data>     <Data>Office12AssertTimer</Data>     <Data>Not available</Data>     <Data>0</Data>     <Data>p1ml</Data>     <Data>14.0.6029.0</Data>     <Data>3</Data>     <Data>512</Data>     <Data>     </Data>     <Data>     </Data>     <Data>     </Data>     <Data>     </Data>     <Data>     </Data>     <Data>     </Data>     <Data> C:\Users\Arleen\AppData\Local\Temp\powerpnt.exe.p1ml512.dmp C:\Users\Arleen\AppData\Local\Temp\powerpnt.exe.p1ml512.cvr</Data>     <Data>C:\Users\Arleen\AppData\Local\Microsoft\Windows\WER\ReportArchive\NonCritical_p1ml_2e33eca65bd39977a7b43b27361ac1362d71d0_19d1870a</Data>     <Data>     </Data>     <Data>0</Data>     <Data>658d6d2f-2516-11e1-8a82-f0def1703a71</Data>     <Data>0</Data>   </EventData> </Event>

 

Here is error report in Windows WER file:

Version=1 EventType=Office12AssertTimer EventTime=129682049931131104 Consent=1 UploadTime=129682049931651134 ReportIdentifier=658d6d2f-2516-11e1-8a82-f0def1703a71 WOW64=1 Response.BucketId=2610993906 Response.BucketTable=5 Response.type=4 Sig[0].Name=Problem Signature 01 Sig[0].Value=p1ml Sig[1].Name=Problem Signature 02 Sig[1].Value=14.0.6029.0 Sig[2].Name=Problem Signature 03 Sig[2].Value=3 Sig[3].Name=Problem Signature 04 Sig[3].Value=512 DynamicSig[1].Name=OS Version DynamicSig[1].Value=6.1.7601.2.1.0.256.48 DynamicSig[2].Name=Locale ID DynamicSig[2].Value=1033 UI[2]=C:\Program Files (x86)\Common Files\Microsoft Shared\office14\mso.dll Sec[0].Key=LCID Sec[0].Value=1033 Sec[1].Key=skulcid Sec[1].Value=1033 State[0].Key=Transport.DoneStage1 State[0].Value=1 FriendlyEventName=Stopped responding temporarily ConsentKey=Office12AssertTimer AppName=Microsoft PowerPoint AppPath=C:\Windows\SysWOW64\DWWIN.EXE ReportDescription=Microsoft PowerPoint had an unexpected error.  It was not critical so you were not interrupted when the problem occurred.