Problem with the Phonetic Guide for Japanese

Hi ADRIEL FORTINO PHIETAPPA,

Thanks for posting in the community.

According to your description, may I know if the issue exists with the specific Japanese words or all Japanese words? Since I am not familiar with Japanese, please provide us with a screenshot of the issue for us to better understand and test. Also, please provide your Word version (click Word in the menu, click About Microsoft Word).

Regards,

George

Hi George,

Thank you for replying to my message.

This problem occurs to all Japanese kanji that I've just entered since using Word on my MacBook Pro. It should look like the following 私 kanji (I typed this in Word when I used Windows). However, when I use a Mac, the kanji looks like the 山田 kanji below. The results of the Phonetic Guide are located on the left with a comma after it, not above the kanji.

The version of Word I'm using is version 16.58.

Regards,

Adriel Fortino Phietappa

Hi Adriel Fortino Phietappa,

Thanks for posting back.

According to your description, I have tested on my side, and I can’t reproduce the same situation.

Please switch to another Mac user profile (if you don’t have another user profile, please create a new Mac user profile, then switch to the new user profile), open Word and test again.

Regards,

George

I've tried the method given. I've created a new user profile and use Word there. However, the Phonetic Guide display does not change and displays the same results. This is what it looks like when I want to use the Phonetic Guide in my Word (different from yours).

I really don't understand what makes my Word different and why something like this can happen. I hope you can help me solve this problem.

Regards,

Adriel Fortino Phietappa

Hi Adriel Fortino Phietappa,

Sorry for my late reply.

Based on my test, I can’t reproduce the same interface. May I know more details about your steps? You can take some full screenshots or record a video about your steps. For the video, you can upload it to the online drive and share the file link with us.

Since the phonetic appears in the wrong place, what if you just select 私, then add the phonetic and just select 山田, then add the phonetic, does the phonetic appear in the right place?

Also, please provide a screenshot of your Office product. Click Word in the menu, select About Microsoft Word.

Regards,

George

Hi George,

Hi ADRIEL FORTINO PHIETAPPA,

Thanks for posting back and providing the video.

I have tested again, and I can’t reproduce the same situation. You can view my video via the following link.

https://1drv.ms/v/s!Aq-I7NoqASgWgmJeT5gxylG3RRan?e=f9ho5a

Since it works well on my side, please try the following suggestions and check if they help.

1. Please try to update your Word to 16.59, check if the issue still exists.

2. Please validate Fonts, check if the issue is caused by the fonts you installed.

Go to your Font Book application > click File > Validate Fonts

3. Disable the related Word add-ins, check whether the issue is caused by 3rd party add-ins you installed.

Apple menu > System Preferences > Extensions > All categories to disable the related Word third-party extensions.

4. Please try to move the cache folder to Desktop, then reopen Word and check again.

Close Word. Open Finder> Go> Go to ~/Library/Containers, move the folder Microsoft Word. After that, reopen Word and test again.

5. Please try to set Mac into Safe Mode and check whether the issue is caused by the startup items.

Regards,

George

Hello, sorry for the delay in my response.

I've tried every proposed step, but none of them worked. My Word and macOS are already the most up-to-date versions. I've also uninstalled my Office 365 and reinstalled it, but it still doesn't work. I'm really confused about what made this happen.

Regards,

Adriel Fortino Phietappa

Hi Adriel Fortino Phietappa,

Thanks for posting back.

Since you mentioned you have tried all suggestions in my above replies, may I reconfirm that you have already tested in another Mac user profile? If so, what if you select all these Japanese words and apply other fonts (like DengXian, if you have this font), then add the phonetic, does the issue still exist?

If the issue still exists, I am afraid you have tried all the suggestions that I can provide. Since you posted the thread under the Education category, please contact your admin/IT department to create a support ticket about the issue via Microsoft 365 Admin Center> Support> New service request. That support team there will have the correct channel to collect local log file from your side and find what exactly reason has caused this issue.

Sorry for the inconvenience that happened to you.

Regards,

George