Office 2021 LTSC crashing on basic functionality

Question

Hi All,

Edited: scope of the issue has got bigger

We are using Office LTSC ProPlus 2021 version 2108 Build 14332.20145 which has numerous issues whereby the Office application (tested on Excel, Powerpoint and Word so far) will crash when basic operations are called upon, below are some basic testing, mainly on Word, I did where the application would crash

• Selecting Design --> Page Color --> Fill Effects
• Home --> Borders --> "Borders and shading"
• Right Clicking on a table --> "Table Properties"
• Right click on object --> Wrap Text --> "More Layout Options"
• Rotate --> "More Rotation Options"
• Design --> "Page Borders"
• Color Picker --> "More Colors"
• Design --> Page Color --> "Fill Effects"

Here are some event log entries. Below for crashing on the colour picker

Faulting application name: WINWORD.EXE, version: 16.0.14332.20145, time stamp:

Faulting module name: mso20win32client.dll, version: 0.0.0.0, time stamp: 

Exception code: 

Fault offset: 

Faulting process id: 

Faulting application start time: 

Faulting application path: C:\Program Files\Microsoft Office\root\Office16\WINWORD.EXE

Faulting module path: C:\Program Files\Common Files\Microsoft Shared\Office16\mso20win32client.dll

Report Id: 

Faulting package full name: 

Faulting package-relative application ID:

Word also seems to crash when selecting a page border with this error:

Faulting application name: WINWORD.EXE, version: 16.0.14332.20145, time stamp: 

Faulting module name: wwlib.dll, version: 16.0.14332.20145, time stamp: 

Exception code: 

Fault offset: 

Faulting process id: 

Faulting application start time: 

Faulting application path: C:\Program Files\Microsoft Office\root\Office16\WINWORD.EXE

Faulting module path: C:\Program Files\Microsoft Office\root\Office16\

Faulting package full name: 

Faulting package-relative application ID:

I have tried a clean Click2Run install on fresh installs of both Windows 10 21H1 and Windows 10 1809 LTSC, this is before any AV is installed or joint to Active Directory - both yield the same results. Also tried starting in safe mode which made no difference

I'm unable to open a ticket direct with Microsoft so I'm posting here

Thanks

Answer 1

Hi, there seems to be an error with the language version installed. We had en-gb version deployed, the only workaround fix I have found is to uninstall and install the en-us version and everything is now working.

Hope this helps.

Lee

Answer 2

Hi Cliff,

It still crashes whether if it's a new document or opening an already saved one, we have also tried it on numerous clean user profiles both local administrators and roaming, both behave the same.

I have messaged you with a video of it crashing.

Thanks

Answer 3

Dear Nik,

Thanks for your updates.

From your description, the Word application crashes when you do the following operations.

Selecting Design --> Page Color --> Fill Effects

Home --> Borders --> "Borders and shading"

Right Clicking on a table --> "Table Properties"

Right click on object --> Wrap Text --> "More Layout Options"

Rotate --> "More Rotation Options"

Design --> "Page Borders"

Color Picker --> "More Colors"

Design --> Page Color --> "Fill Effects"

If yes, does the crash issue happen when you do the operations above in both existing files and newly created files?

If you do other operations such as just opening a new Word file>typing and saving something, what's the result?

Meanwhile, I suggest you create a new user profile, restart the computer, log into the computer with the new user profile and open the Word application to do a test to see the result. If it is convenient, I'd like you to record a video showing the issue in your environment. You can follow the steps in the articleto use the PowerPoint application to record the video. I have sent you a private message for you to upload the video.

Thanks for your effort and time.

Cliff

Answer 4

Hi Cliff,

Thanks for your repsonse - I have performed a clean boot and ran Windows update, it did not make any difference.

The issue started happening after we upgraded from Office 2016. Note that the tests below were carried out on fresh Windows installs and not an Office upgrade to rule out any upgrade issues.

The version tested is: Windows 10 Ent 1909, Windows 10 21H1, Windows 10 Ent LTSC 1809. The Windows 10 Ent 1909 version was not deployed via MDT the rest were. None of the installs worked.

Thanks

Answer 5

Dear Nik,

Welcome to the forum here.

I do a test with the same version number of the Office LTSC Professional Plus 2021 applications and I can't reproduce the issue in our environment.

I'd like you to first close all other programs and only open the Word application on your affected computer to see if the issue occurs in your environment. If it is convenient, I suggest you perform a clean boot on your Windows 10 computer to check the outcome as well.

Meanwhile, please check whether you have updated the Windows operating system and confirm what you did before the issue happens such as whether the issue happens after you updated the computer operating system.

Moreover, I'd like you to provide the version number of the Windows 10 operating system you are using for our reference.

Best Regards,

Cliff