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![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(284.8, 1%, 37%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EJG%3C/text%3E%3C/svg%3E)
Hi all, I have several customers who seem to have issues with MS Word 365 in an RDS environment. Randomly the ribbon and menu bar will disappear leaving just the body content and a ruler. The ribbon and menu are replaced with grey fill. Closing and opening MS Word has no effect. Starting a new instance while the corrupt instance is still running brings the ribbon and menu onto the new instance, otherwise a log off session is required.
Have tried the "RenderForMonitorDpi" registry key (Optimize for compatibility) and disabled hardware graphics acceleration as per some of the other forums however the problem persists. Seems to have been introduced through a patch sometime in late 2021 and latest Semi-annual channel release has not fixed it. Currently running Version 2108, Build 14326.20910 Click-to-run.
Anyone found a solution to this?
Thanks.
Here is a link to my article on ways to collapse / get rid of the Ribbon.
https://answers.microsoft.com/en-us/msoffice/forum/msoffice_word-mso_win10-mso_365hp/minimizing-ribbon-autohiding-ribbon-toggling/5706d1c8-8e59-4514-bc0c-a091990c667f?tm=1578531874262
Your screenshot looks like toolbars are toggled.
I do not know how your users would have triggered it by accident, though. It is a legacy command not on any standard ribbon or QAT button. There is no keyboard shortcut assigned to it. If this is what is happening, the status bar should also be hidden.
We checked the settings for the collapsing of the ribbon however this was unrelated. As you can see, the space where the ribbon should be is still there but it's just blank and the 3 dots are missing...
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(131.20000000000002, 26%, 22%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3ERM%3C/text%3E%3C/svg%3E)
@Jonno Geor did you ever find a solution to this? I've come across the same problem on a RDS environment and can't figure out why. Running latest Office 365 apps on Server 2022.
@Ryan Maggs Unfortunately I was unable to determine the cause and have since left the company. We suspected it may have been related to an application Infinity Law but never got to the bottom of it.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(54.400000000000006, 4%, 15%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3ESA%3C/text%3E%3C/svg%3E)
@Ryan Maggs we use citrix and users with multiple monitors suffer from this problem. The only solution i have found is to kill winword.exe for the user.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(19.2, 38%, 11%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EBM%3C/text%3E%3C/svg%3E)
I have the same issue with Windows 10 and 11. It is not the multiple screens because this also happens on my laptop.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(83.2, 10%, 18%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EDM%3C/text%3E%3C/svg%3E)
Have you tryed to deactivate the file preview in the windows explorer and then to kill the Winword.exe Task?
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(185.6, 28.000000000000004%, 27%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EJB%3C/text%3E%3C/svg%3E)
I have the same problem.
Problem Step Recording attached... Seriously? not an approved extension! WTAF guys? Oh, and a 3mb limit... do we not really want customer feed back?
Link expires Jan 2025
https://earthsoft-my.sharepoint.com/:u:/p/jbrown/EQWiTfvWZslAlDnAYLIbP_YBaeCqaH-_gHSPGARVmPPhCg?e=dgquj4
Hi @Jonno Geor
Thanks for your screenshot, I want to confirm that are three dots in the upper corner? If yes, you can click this icon to show the Ribbon.
If not, I would suggest your users try following steps to have a check.
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Hi @Jonno Geor
I am checking this thread, if there any updates, welcome to post back.
Hi @Emily Hua-MSFT ,
There are no 3 dots at the top corner of the document.
Removing the monitor had no effect.
There are no graphics driver updates for the physical server (Remote Desktop Server Host).
The other MS products do not experience this issue.
Safe mode made no difference.
Please advise next steps.
Thanks.
Hi @Jonno Geor
Thanks for your respone.
Please check the monitors of thoses users who encounter this issue, is there any difference between these screens and other users who can normal use Word in RDS, such as resolution and screen connection interface?
This does not rule out an issue with the scaling.
I would also like to suggest you re-install Office to have a check.
Hi @Jonno Geor
How is it going on about this issue?
Any updates welcome to discuss with us.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(41.6, 17%, 14%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EBM%3C/text%3E%3C/svg%3E)
I have Word 365. What worked for me was to go to Control Panel, then Programs and Features, then right click on Microsoft 365 and select Change and then choose quick repair. This works for a while, although eventually I run into the same problem again.
Thank you. That worked, at least for a while.
Good Morning,
I am experiencing a similar problem in our envoirnment too.
Seems to be randomly occuring for us, we are using citrix and it is only on Word where this happens.
Killing their word process and reopening work fixes the problem temporarily but cant find a proper fix.
Microsoft® Word for Microsoft 365 MSO (Version 2202 Build 16.0.14931.20602) 64-bit is the version we are running.
Have you been able to find a resolution at all @Jonno Geor ?
Thanks you in advance for your time.
Unfortunately I was unable to determine the cause and have since left the company. We suspected it may have been related to an application Infinity Law but never got to the bottom of it.
Look at my article - in particular, the part about toggling toolbars, which is a legacy command.
https://answers.microsoft.com/en-us/msoffice/forum/all/minimizing-ribbon-autohiding-ribbon-toggling/5706d1c8-8e59-4514-bc0c-a091990c667f
Many thanks for coming back to me @Jonno Geor
we use citrix so not sure if this has anything to do with it. The only solution i have found is to kill winword.exe for the user.
Thank you for the link to your article.
The problem is that there has been no toolbars turned off, word just loads like the picture on the original post.
We use Citrix and O365 and it helped for us when I deactivated the file preview in Windows Explorer, since it opened the WINWORD.EXE task in the background and as soon as a user viewed a Word document and so the task got stuck.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(316.8, 99%, 40%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EPP%3C/text%3E%3C/svg%3E)
I have the same problem. We are in a small office and this issue happens randomly on a number of PCs. Running the latest version of Microsoft 365. Logout/reboot is the only way to temporarily fix it for us.