Upgrading does not fix problems.

If you choose "Upgrade" when you install from 2002 to 2003, the new version carries over your old normal.dot file.

The normal.dot may not be corrupt. There can easily be another conflict causing the crashes. Also, when you have a freeze or crash, you need to clean out the temp files manually or they can continue to cause this same problem. I'd have her do a search for temp files and get rid of those before I decided normal.dot is corrupt.

To delete temp files: Close all applications and right-click the Start button and select Search. In the Name box, type the following:

*.tmp, ~*

Change the Look In box to your main drive and click on Search.

You can Ctrl + A to highlight all of the files and delete right there in the search window. Don't panic if some files will not delete as you may still have something running in the background that creates temp files.

Word's Help file has instructions for using the Organizer if you decide to go that route.

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