Level 6 · In practice

6.2Common problems (playbook)

Goal: Quickly identify the cause of a common Word problem and perform the correct solution in less than 5 minutes.

Estimated time: 12 min · If you only have 5 min: read “The essentials in 30s” + the diagram.

The essentials in 30 seconds

A symptom first: reproduce and describe the problem before modifying the document.
A probable cause, not a bet: link each symptom to known causes and targeted action.
The net before the action: backup, test copy and backup PDF avoid worsening the incident.

Fil Imane — the incident log

Imane keeps a Word incident log: broken styles, unexpected section breaks, images that move, mail merges that distort dates, table of contents in error. Each entry notes the symptom, the probable cause, and the action that resolved the problem.

Reflex: name the symptom, check the cause, apply the targeted action and test after correction.

How to use this playbook

Each entry follows the same structure: the symptom (what you observe), the possible causes (why it happens), and the actions (how to solve the problem). Always start with the symptom, identify the most likely cause, then take the actions in order.

This playbook covers the most recurring problems encountered in a professional environment. Keep it handy during your intensive Word work sessions.

Symptom	Likely causes	Actions
The template's styles appear broken or no longer apply correctly: titles no longer have the correct formatting, spacing is random, and changing a style does not update the entire document.	The document has been copied and pasted from other sources (Word, web, PDF) resulting in direct formats which overwrite the styles. The base model has been modified or corrupted. Duplicate styles with the same name exist in the document.	1) Select all text (Ctrl+A), then in the Styles pane, apply the “Normal” style to reset. 2) In the Styles pane, click on the faulty style > Edit > check settings. 3) If duplicate styles exist, use Style Manager (Alt+Ctrl+Shift+S) to merge them. 4) As a last resort, insert all the text into a new document and reapply the styles from a clean template.
Section breaks explode: blank pages appear in the middle of the document, text jumps unexpectedly, and changing the layout of one section affects subsequent sections.	Section breaks (and not just page breaks) were inserted without understanding their logic. “Same as Previous” headers/footers are linked between sections. The section's word wrap before/after settings are not configured.	1) Show hidden characters (Ctrl+Shift+8) to see all section breaks. 2) Double-click the section divider bar to access the layout options for that section. 3) In Layout > Page Breaks > Section Breaks, check the type of each break (next page, odd page, even page, continuous). 4) For headers, check the “Same as Previous” option in the Header & Footer tab. 5) If a section break is unnecessary, delete it and replace it with a simple page break (Ctrl+Enter).
Images move or disappear when you add or remove text above them. Photos overlap or extend off the page.	The image anchoring mode is not suitable for use. By default, Word inserts images “Move with text” (paragraph anchor), which makes them move with the text flow. The “Lock anchor marks” setting is not enabled.	1) Click on the image > Image tools > Format > Position > choose a precise positioning (eg: top left of the paragraph, with the text in bullets). 2) For total control: right click > Layout and properties > Position > “Move with text” or “Fixed on page” as needed. 3) In the “Text flow” tab, choose “Square” for regular wrapping or “Close” for tight wrapping. 4) Enable “Lock anchor marks” to prevent the image from migrating to another page. 5) For overflowing images: check that the size is smaller than the dimensions of the text box and that the “Resize with document” option is checked.
Mail merges display false numbers: dates are distorted, amounts appear with too many or too few decimal places, or phone numbers lose their leading zeros.	The Excel source format is not read correctly by Word. Numeric columns in Excel are interpreted as text, or vice versa. Merge fields for dates do not have an explicit format.	1) In Excel, format all numeric columns as “Number” or “Currency” before using them as a source. 2) For telephone numbers, prefix with an apostrophe in Excel (') or format the column as “Text”. 3) In Word, after inserting the merge field, Switch to the source code (Alt+F9) and add the format: { MERGEFIELD Amount \# "#,##0.00 €" }. 4) For dates: { MERGEFIELD Date \@ "dd/MM/yyyy" }. 5) Refresh the results (F9) after each modification of the format code.
The table of contents displays “Error! Undefined bookmark” in place of titles or page numbers. Some CT entries do not match the document titles.	The document titles do not use Word's native title styles (Heading 1, Heading 2, etc.) but direct formats. The table of contents refers to deleted bookmarks. Title styles were changed after inserting the TOC.	1) Check that each title of the document uses the corresponding style (Title 1, Title 2, etc.) via the Styles pane. 2) Click on the table of contents > Update table > “Update page numbers only” first, then “Update entire table” if necessary. 3) If the error persists, delete the TDM, then reinsert it via References > Table of Contents. 4) Check in TDM Options that the title levels are correctly mapped. 5) As a last resort, check the bookmarks: Ctrl+F > Bookmarks tab > delete all orphan bookmarks.
The header or footer appears gray and cannot be clicked to edit it. Double-clicking in the header area no longer works.	Document protection mode is enabled (read-only, review, forms, or restricted). The header area is locked by a previous section. The document is in “Web Layout” or “Draft” mode.	1) Check protection: Review > Document protection > Protect document. If protection is active, deactivate it (password required). 2) Switch to “Layout” mode or “Page: Navigation mode” via the View tab. 3) Double-click directly on the header text (not the gray box bar). 4) If the header is linked to the previous section, in the Header and Footer tab, uncheck “Same as Previous” to make the section independent. 5) If the document is opened as read-only, File > Save As > choose a local location and save an editable copy.
The Word document is extremely slow to open, save or scroll. Formatting operations take several seconds. The file weighs several tens of megabytes.	The document contains a large revision history. Many high-resolution images are not compressed. Embedded fonts make the file heavier. Embedded OLE objects (Excel, PowerPoint) consume memory. The .docx file has become fragmented.	1) Delete history: Review > Delete > Delete all revisions from the document. 2) Compress images: right click on an image > Format image > Size and properties > Size > Compress images > check “Remove cropped areas” and choose the target resolution (150 ppi for printing, 96 ppi for screen). 3) Reduce file: File > Information > Reduce file size (available in some versions). 4) Save under a new name to defrag: File > Save as > choose a different name. 5) If the problem persists, copy the content into a new blank document without the corrupted styles.
VBA macros are blocked or not running. A warning message is displayed when opening the document. Buttons and forms associated with macros remain inactive.	The Trust Center blocks macros as a security measure. The document contains macros signed with an unrecognized certificate. The file format does not support macros (.docx instead of .docm). Privacy settings are at the most restrictive level.	1) Check the file format: File > Save as > choose the “Word document supporting macros” (.docm) format. 2) Change security settings: File > Options > Trust Center > Trust Center Settings > Macro Settings. 3) Choose the appropriate level: “Disable all macros with notification” (recommended) to be notified before execution. 4) For signed macros: trust the developer's certificate by clicking "Enable this content" when prompted. 5) In an enterprise environment, contact the administrator to configure trusted macro signing certificates.
Track Changes are invisible despite being enabled. Comments are not displayed. A colleague says he made changes that you don't see.	The display of revisions is set to “Hidden” or “Final” (without visible changes). The changes were accepted or rejected without your intervention. The changes come from an earlier version of the document whose metadata has been cleaned.	1) Show revisions: Review > show revisions > choose “All revisions” and “Screen”. 2) In the Revision pane drop-down menu, verify that “All Revisions” is selected (and not “None” or “Footnotes”). 3) Check the display settings: Review > drop-down arrow next to "Show Revisions" > make sure "Inserts", "Deletions" and "Formatting" are checked. 4) If the revisions were accepted: File > Information > Manage versions > restore an earlier version. 5) To see the revisions of a specific contributor: Review > Show revisions > in "Who", select the name of the author concerned.

Common misinterpretation: “Recurring problems (playbook) has no method. » No: a stable and verifiable approach makes the difference on the ground.

Text version of the diagram (SEO / screen readers / translation): 1) Reproduce and describe the symptom. 2) Save before acting. 3) Link the symptom to a known cause. 4) Apply the action and test. Lesson: diagnose before repairing.

Script ready to say — qualify an incident (30 s)

“On which document and since when has the problem appeared? I playback, check styles, section breaks and media, then fix the cause before testing again. »

To keep to frame an incident with a colleague in a hurry.

Copy and paste template — incident sheet

SYMPTOM: [page / style / media]
DOCUMENT: [name / version]
SINCE: [date]
REPRODUCED: yes / no
PROBABLE CAUSE: [style / section / image / source]
ACTION: [description]
TEST AFTER CORRECTION: yes / no
BACKUP / PDF: yes / no

Copy and paste template — diagnostic order

1. Describe the symptom and reproduce it
2. Save a copy and a PDF
3. Show hidden characters
4. Check styles and section breaks
5. Isolate the cause on a copy
6. Fix and test
7. Document the solution

Short version

Treat the most common case and check the result.

Remote

Share the PDF and check the links before sending.

As a team

Document the method and lock in the common model.

Printed version

Check pagination, headers and contrast before printing.

Key takeaways

Describe the symptom before taking action.
Save and keep a backup PDF.
Link the symptom to a known cause.
Test the correction on the actual document.

48 hour challenge — apply tomorrow

Take three real or simulated incidents, complete the incident sheet and apply the diagnostic order. Note the cause and the regression test. 30 minutes.

Section exit checklist

I describe a symptom before taking action.
I relate the symptom to a probable cause.
I save and test after correction.

Self-assessment 1-5: is my diagnosis methodical?Do I have a possible rollback and a backup PDF?

← Previous : Concrete case studies (V3)Next : Best practices & pitfalls (V3) →

Frequently asked questions

Where to start when the layout is inconsistent?

Show hidden characters, check styles and section breaks, then isolate the cause on a copy.

Should you reinstall Word at the slightest problem?

Rarely. The majority of problems come from the document: direct styles, linked sections, poorly anchored images or poorly formatted mail merge source.

How can I prevent the incident from recurring?

Correct the root cause: use styles, document the model, check the source and test before distribution.

Check your understanding

The table of contents displays “Error! Undefined bookmark.” What is the first action?

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Expert Tip: In 80% of cases, the problem is poor use of styles or direct formatting that obscures the structure. Always start by showing hidden characters (Ctrl+Shift+8) to see the real structure of the document.