Office 365 log out bug / video driver corrupted

Question

Hello,

We are facing a major incident related to Office 365 functionality at this moment.
Our users are not able to use Excel/Ppt because when those kind of files are opened there is a weird crash. It's not showing Excel or Powerpoint as "Not Responding" but rather it freezes for a second and after that explorer.exe crashes and kick the user out of the Windows session and they have to login again. Once they login if the user has 2 monitors (most of them have) one will not work and when checking in device manager the video driver for the integrated graphics card appears to be corrupted.
I've searched the internet high and low looking for a solution to this but with no success. This situation is causing production loss in our organization so I'm asking if you can shed some light on what's going on.
We've tried already doing a quick and online repair on 365 with no effect at all, reinstalling, signing users our and back in to 365 but nothing seems to work. We can uninstall the video drivers and they reinstall themselves after restart but the issue with Excel and PowerPoint still persists.
Any suggestions are welcomed.

Answer 1

Hi @Cristian Angheluta ,
I suggest you try to check if the Administrator profile can work without problem in Excel/PowerPoint.
Try to re-install DirectX.
You can also collect the event log and provide us with the whole error messages of event log.
Steps of collecting event log:
Open Event Viewer to check whether there's any error about the Excel/Word crash issue.
Press Win + R, type "eventvwr" in the blank box, press Enter. In the Event Viewer, browse to Windows Logs -> Application, there may be some errors after the crash.
Please try to collect this event log and post the whole event log message here. I can get more information about your issue from this message and help you solve it.

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Answer 2

Hi @Emi Zhang-MSFT ,

Same issue on Admin profile.
We've already checked Event Viewer for errors related to the Excel crash but it doesn't report anything.
The only thing reported at the same time is dmw.exe crashing then trying to restart and crashing instantly for around 5 times. There was a visual queue to this as we could see the Windows task bar appearing briefly and dissapearing several times.
I'll post here the log for dwm.exe, it's the same for all 5 crashes:

Nom de l’application défaillante dwm.exe, version : 10.0.19041.746, horodatage : 0x6be51595
Nom du module défaillant : KERNELBASE.dll, version : 10.0.19041.1202, horodatage : 0xc9db1934
Code d’exception : 0xe0464645
Décalage d’erreur : 0x000000000010be3e
ID du processus défaillant : 0x528
Heure de début de l’application défaillante : 0x01d8ffd8a61729cb
Chemin d’accès de l’application défaillante : C:\windows\system32\dwm.exe
Chemin d’accès du module défaillant: C:\windows\System32\KERNELBASE.dll
ID de rapport : 8bca62ab-5041-42ec-828e-4b01ce1c7330
Nom complet du package défaillant :
ID de l’application relative au package défaillant :

Answer 3

Dwm.exe is not a third party app, it's a core Windows application, DWM stands for Desktop Window Manager and it's closely related to explorer.exe
We have no add-ins in Excel and safe mode doesn't solve the issue, error persists.
As for the clean boot, it's not a viable option since we have GPOs in place that affect multiple parameters.

EDIT: I can see there is a similar question here so this is not an isolated issue apparently.