Microsoft Word Malfunctioning Won't Allow Selection of Text

Eve Thielen 0 Reputation points
2026-10-14T17:07:49.45+00:00

I have already spent over 7 hours on MS support chat and none of the usual suggestions offered in previous threads changed my problem in Word. I am unable to select text with my mouse. I have done like I said spent 7 hours with (6) different technical support agents and it is still happening. It starts out working and then stops working within 5 minutes. We have tried uninstalling, reinstalling, a different mouse and many other trouble shooting measures. I believe this is an inherent problem with Word as not even their own experts could figure it out on line. This problem need to be elevated to the highest level of technical support and rectified. It renders Word useless when this problem exists. I am sooooo frustrated!

Microsoft 365 and Office | Word | For home | Windows
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  1. Xavier-D 13,885 Reputation points Microsoft External Staff Moderator
    2026-10-15T04:09:35.9433333+00:00

    Hello Eve Thielen,

    Has the answer provided by AI able to help you solve this issue?

    Since the reinstall, mouse tests, winword /a, COM add-ins, and Startup folder have already been covered. I would like to add another method you can try, I recommend resetting Word’s default template:

    1. Close Word and Outlook.
    2. Press Windows+R and enter %appdata%\Microsoft\Templates.
    3. Rename Normal.dotm to Normal.old.
    4. Reopen Word and test it for longer than the usual failure period.

    Please also update Office, Windows, and the computer manufacturer’s graphics, mouse, touchpad, chipset, and docking-station drivers.

    Also, check whether drag-selection also stops working in Excel or Outlook. This will help determine whether the issue is limited to Word or involves a shared Office or Windows component.

    Here is also how to contact Microsoft Support if you require further assistance:

    Please note that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, are not allowed to directly interfere with Microsoft product features or access back-end systems. Our role is limited solely to providing technical guidance on reported incidents, requests, or ideas.  

    1. Open a website link - Contact - Microsoft Support 
    2. In the box below "We're here to help", type Microsoft 365, click "Get Help", and then click "Contact Support" below. 
    3. In this section, you will need to sign in to your Microsoft account. 
    4. Select "Microsoft 365 and Office" under Products & Services, select "Technical Support" as the category, and click to confirm 
    5. You can select " Chat with a support agent in your web browser " to access the chat window. 

    Feel free reply back to this post if you need further assistance, I'll be happy to help.

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  2. AI answer

    2026-10-14T17:08:47.05+00:00

    Start Word with the /a switch and keep it open beyond the usual five-minute failure point; this isolates Word’s add-ins, global templates, and stored settings without repeating the reinstall or mouse tests already completed.^1^

    1. Run the isolation test

    1. Close Word and Outlook.
    2. Press Windows+R.
    3. Enter: 
         winword /a
    4. Open a new blank document, type several lines, and repeatedly test mouse selection for at least 10–15 minutes.
    5. Repeat with an existing affected document.

    The result determines the next action:

    • Selection continues working: an add-in, startup template, macro, or stored Word setting is involved.
    • Selection fails again: the issue is outside the components excluded by /a; proceed to escalation below.

    This symptom has also been reported by other Word for Windows users, but it is not currently listed as a confirmed selection-related issue on Microsoft’s Word known-issues page.^2^^3^

    2. If /a prevents the failure

    Disable the isolated components, then restore them one at a time:

    1. Start Word normally.
    2. Go to File → Options → Add-ins.
    3. At the bottom, select COM Add-ins under Manage, then select Go.
    4. Record the enabled entries, clear all their check boxes, and restart Word.
    5. Test for at least 10–15 minutes.
    6. Re-enable one add-in at a time, restarting and testing after each one. Leave the add-in that reproduces the failure disabled.

    Microsoft documents this one-at-a-time process for identifying an incompatible add-in.^4^

    If all COM add-ins are already disabled, check Word’s startup templates:

    1. Go to File → Options → Advanced.
    2. Under General, select File Locations and note the Startup location.
    3. Close Word and Outlook.
    4. In File Explorer, open that location and move its contents temporarily to a new desktop folder.
    5. Start Word normally and retest.
    6. If the problem disappears, return those files individually until the responsible template is identified.

    Word automatically loads templates and add-ins from its startup folder, so temporarily emptying that folder is the documented isolation method.^5^

    3. Escalate with a reproducible report

    If selection still fails under /a, submit the failure directly from Word while it is occurring:

    1. Start Word normally and reproduce the problem.
    2. Select Help → Feedback or File → Feedback.
    3. Choose Report a problem or I don’t like something.
    4. Include:
      • “Mouse drag-selection works initially, then stops within approximately five minutes.”
      • Whether keyboard selection using Shift+Arrow still works.
      • Whether both blank and existing documents are affected.
      • Whether the failure also occurs with winword /a.
      • The Word version and build shown under File → Account → About Word.
      • The existing support case numbers, if available.
    5. Permit Microsoft to contact you and include diagnostic data when offered.

    In newer Office versions, diagnostic logs can accompany in-app feedback when optional diagnostic data is enabled; these logs contain component and event information but not document contents.^6^ In-app feedback is routed to the Microsoft 365 product team.^7^

    For an active support escalation, open the Windows Get Help app, select Contact Support, choose Microsoft 365/Office and Word, and request a callback or chat. Give the agent the previous case numbers and the /a test result, and ask for the unresolved case to be escalated rather than restarting installation and mouse troubleshooting. Available contact methods depend on the subscription, scenario, region, and operating hours.^8^

    References

    1. How to troubleshoot problems that occur when you start or use Word | Microsoft Support
    2. Word won't select text anymore by using mouse click and drag
    3. Fixes or workarounds for recent issues in Word for Windows
    4. I get a "stopped working" error when I start Office applications on my PC | Microsoft Support
    5. You are prompted to save the changes to the Normal.dotm template every time you quit Word | Microsoft Support
    6. Overview of diagnostic log files for Office | Microsoft Support
    7. How do I give feedback on Microsoft 365?
    8. Get Help for Microsoft personal account users | Microsoft Support
    AI-generated content may be incorrect. Read our transparency notes for more information.

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