From memory, deleting that file NORMAL.DOT sets it back to default. I could be wrong. If this doesn't work then you can manually enter keyboard shortcuts by going Tools, Customize, then click the keyboard button and go through all the commands and set your increase and decrease commands to whatever shortcut you like!
I have a relatively new copy of Word 2003. When I am in an outline format and I hit return to the next line and hit tab to move the outline to a sub-heading, Word just tabs over.
As recently as two days ago, hitting tab within an outline would demote the heading (i.e "2)"->"a)"or "i)". Now it just tabs over with the next number.
Thank you for the help.