[gui-talk] Word Count Problem in Word 2016 and JAWS 17

[Doug Lee]

Questions that may help, even if not all are easy to answer lol:

1. Can you Esc out of the dialog and get speech back, or does your JAWS reload itself after a time
automatically? I'm assuming the latter and that Word shows itself as not responding, but your second tech
would seem to refute this assumption.

2. When the freeze happens, what process is using the most CPU? This one will require sighted assistance to
verify and is easiest if processes are sorted by the CPU column in the Task Manager. If jfw.exe is using over
20% of your CPU consistently at this time while not speaking and while no one is typing or mousing, you have
probably encountered a JAWS script bug. If Word is using over 20% and JAWS is using less than 3% or so, I'd
say you have a Word problem of some sort. If neither is using much but Word says "not responding" on screen,
it is again probably a Word problem.

3. Do you remember any system changes made at the time this began? Examples include an upgrade to JAWS or Word
or Office, driver updates, Windows updates, new or changed hardware like a Braille display, a change in
monitor or screen resolution settings, or even a significant reduction in the amount of free disk space.

4. Pardon me for this one but I'm covering all bases: Assuming you've tried this on multiple documents, is
there anything common about them, and particularly common since the time this problem started? Commonality
possibilities include author, origin like who sent it, type of content, or even format (doc versus docx).

On Thu, Dec 15, 2016 at 08:39:29AM -0500, Jen via gui-talk wrote:
Hi everyone,

I am thirty years old. I have been a JAWS user since JAWS 4. I am now on a
Windows 10 computer and use JAWS 17.

At the end of October, I started experiencing a problem in Word 2016. The
"Word Count" dialogue box, the one that says "pages 1, words 1..." became
illegible by JAWS. When I went to do a word count, JAWS would say, "word
count dialog," then hang and stop speaking.

I did a test document with a sighted friend present and did a word count,
and the friend confirmed the box was there and read it to me.

I did a JAWS repair and an online Office repair, as well as setting Office
to its default settings and recreating my options. I have also reported this
problem to Freedom Scientific. I also talked to Microsoft about it. One
techie said my problem was a Word problem (the window froze, and the program
stopped responding), another tech said everything was fine because she could
move the word count window around on the screen...

JAWS and Windows 10 users, have you had this problem (pressing CTRL, Shift,
G and having the box freeze?) If so, how did you fix it?

Thanks!


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