Word Patch Package Missing

[bernipops3]

I am using Windows 7 on IE10.

For some unknown reason I cannot get into Word. It asks if I want to open it in 'Safe Mode' and I agree. Then it comes up with the error message "This patch package could not be opened. Verify the patch package exists and that you can access it or contact the application vendor to verify that this is a valid Windows Installer Patch package".

The Microsoft products were preinstalled when I bought my laptop so I have no disks to reinstall anything. I have tried unsuccessfully to get help from the Microsoft website mainly because it appears to be for people who are not technically challenged like myself.

Does anyone have any idea if this is an issue I can fix myself and how to do it or whether I need to take my laptop to a repair centre.

Many thanks

[Enrique]

Hi bernipops3,
What version of Office or Word are you using.

[bernipops3]

It is 2010

Thanks

[Enrique]

Ok don't do anything yet . The following are some ideas that we could implement later once I've done some "research " .

Has it word been working ok for some time, if so look at doing a Restore from before it went bad.

[bernipops3]

I did actually try and do a restore your computer to an earlier time a couple of weeks ago but it didn't bring Word back.

FYI Exel and Powerpoint are working fine, its just Word that won't open.

Thanks

[Enrique]

With Word stopped.

Search for normal.dot and rename to normal.dot.old.......possible corrupt file.

This is a Global Word template and gets created on Word start up.

Start up Word

report back..........

[bernipops3]

I typed in normal.dot in the "search programs and files" box and it couldn't find it.

Am I searching in the right place?

Thanks

[Enrique]

make sure you search the whole of the C: drive

[bernipops3]

I will do that but I am going out now for a couple of hours so will post the result later.

I am really appreciating your help with this.

Thanks

[bernipops3]

I have searched again on the c: drive and it definitely does not bring up normal.dot

Thanks

[Enrique]

Hi,
You need to check your Folder options.......Hidden files and folders and click Show hidden files folders, or drives.

Check it by............
open Explorer-> Organize (top left)-> Folder and search options

Search whole of C:

Another way to locate........

Should be in %appdata%\Microsoft\Templates type that in the "Search programs and files" from Start Globe

Whoops............. in 2010 its called normal.dotm

[bernipops3]

Really weird. I have done that and still no normal.dot

[Enrique]

Did you read my amendment to last post............

Just cut and paste %appdata%\Microsoft\Templates into the search programs and files

Just looked on a 2010 system.......its there... normal.dotm

[bernipops3]

At last a result

Normal.dotm11_1_2013_8_25_15_AM

So do I now change it to

Normal.dotm.old?

Thanks

[Enrique]

Yes, then fire up Word.........please be aware this my not be the solution to your problem, if not there are further things to try.

[bernipops3]

Changed the extension and saved it.

Started Word but it still doesn't work and is still bringing up the missing patch statement as in my first post.

I will try rebooting my laptop and report back.

[bernipops3]

Sorry but it is still not working.

[Enrique]

Can you check what Service Pack version of Office 2010

http://support.microsoft.com/kb/2687455

[bernipops3]

Pretty sure I have Service Pack 1 because when I click on the link it has links to upgrade to Service Pack 2 - Shall I try that now?

Thanks again for your patience

[Enrique]

Go for Service Pack 2 upgrade.........

The one I have here is SP2.