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Excel Desktop App Stuck on Starting Pop-Up Window for One Specific Microsoft/Windows Account

Anonymous
2025-07-07T22:20:27+00:00

Hello!

I have a client that frequently uses the Excel desktop app on their laptop, but lately, they've been stuck on the "Starting Microsoft Excel..." pop-up window every time they try opening the app. Below is a table of all the various fixes and troubleshooting steps my team and I have tried for this client:

Troubleshooting Step Result
Delete the Microsoft 365 cache for the client's profile. No change or improvement.
Uninstalled and reinstalled the Microsoft 365 app (which now encapsulates Word, Excel, PowerPoint, etc. into one centralized app). No change or improvement. Note that this client only has this bootup issue with Excel; all the other Microsoft apps on their laptop (Word, PowerPoint, etc.) have no issues logging in and work fine.
Update Windows 11 to the latest version, including all optional updates. No change or improvement.
Update Lenovo Vantage to the latest BIOS version, including all optional updates. No change or improvement.
Update the Microsoft 365 app to the latest version (by running the update through Word). No change or improvement.
Repair the Microsoft 365 app through the Applications menu of Windows Settings. No change or improvement.
Open Excel through a web browser. Works without issue, but our client prefers not to use the web-based version due to lack of plug-in support and a more confusing UI layout.
Log into Excel with the client's Microsoft credentials on a different laptop. Works without issue, but not a feasible solution (our client does not want to transfer laptops just to fix a bug on one Microsoft app).
Boot Excel into Safe Mode, while logged in with the client's Windows credentials. Allows the client to open the app and workbook files, but Safe Mode is far too limiting in functionality for this user's daily work.
Boot Excel with "Run as Administrator", while logged in with the client's Windows credentials. Opens Excel, but logged in with the administrator's Microsoft account. Notably, logging in with a different Microsoft account boots Excel without issue, but not with the client's account, who has a full-access Business Premium subscription.
Log into the laptop with a different Windows login (ex. local administrator), then open Excel with the client's Microsoft credentials. Notably, works without issue.

This has been a very confusing troubleshooting problem for my team and I, as we are unable to figure out why only one Microsoft 365 app (Excel) refuses to open with one specific Microsoft account on one specific Windows login. This is a high-importance client, so any input or troubleshooting advice ASAP would be very appreciated.

Thank you!

Microsoft 365 and Office | Excel | For business | Windows

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  1. Anonymous
    2025-07-10T21:35:08+00:00

    I found the published solution to be a good start, but not enough on its own.

    The SARA tool you recommend only points to "Get Help".

    The version of Office is not available to be downloaded.

    More documentation was needed on using ODT.

    First do a complete uninstall, you have to use the command line version of SARACmd because the GUI version has be deprecated for "Get Help".

    https://woshub.com/complete-uninstall-previous-office-versions/

    Then you will need the Office Distribution Tool, but there are no instructions in the article. There are some here:

    https://learn.microsoft.com/en-us/microsoft-365-apps/deploy/overview-office-deployment-tool

    Next, you need a version of Office from August 2024. The version of Office they list is not available, luckily, you can get a list of all the versions here.

    https://www.office365versions.com/index.html

    Specifically:

    https://www.office365versions.com/monthly.html

    I used 2405 and that worked nicely.

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  2. Anonymous
    2025-07-08T19:17:10+00:00

    Dear Randen,

    Thank you for your prompt response. I appreciate you taking the time to schedule a session with your client this Thursday to evaluate our proposed solution.

    Please feel free to share the results of your testing here once completed. I look forward to hearing how it goes and am happy to assist with any follow-up questions or adjustments needed. We look forward to hearing from you soon!

    Best regards,

    Ben-V- MSFT | Microsoft Community Support Specialist

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  3. Anonymous
    2025-07-08T18:41:54+00:00

    Hi Ben, thanks for the quick reply! I scheduled some time with my client this upcoming Thursday to try out your solution, I'll respond here with the results of that experiment.

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  4. Anonymous
    2025-07-08T18:31:48+00:00

    Have a nice day, Randen!

    I haven't heard from you in a while. I just wanted to link to my last answer on your feed. If you have any questions or need more information, I am always here for you.

    Image

    Also, if you think my answer is helpful to you, don't forget to mark it as an answer. This helps other community members who are facing similar issues

    We look forward to hearing from you soon!

    Best regards,

    Ben-V- MSFT | Microsoft Community Support Specialist

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  5. Anonymous
    2025-07-07T23:13:53+00:00

    Dear Randen,

    Thank you for your patience as we continue investigating the issue where the Excel Desktop App remains stuck on the “Starting Microsoft Excel…” screen when accessed via your specific Microsoft/Windows account.

    After a thorough review of your environment and the troubleshooting steps already taken, we recommend the following targeted actions to resolve the issue:

    Step-by-Step Recommendation:

    Roll Back Microsoft 365 to Version 16.88

    This version (August 2024 release) has been reported as stable for users experiencing Excel startup issues.

    1. Fully Uninstall Microsoft 365

    Use the Microsoft Support and Recovery Assistant (SaRA) to ensure all components are removed:

    2. Reinstall Microsoft 365 with Version 16.88

    Use the Office Deployment Tool to install a specific version:

    3. Disable Automatic Updates Temporarily

    To prevent Excel from auto-updating back to a problematic version:

    • Open any Office app > File > Account > Update Options > Disable Updates

    Additional Checks:

    1. Remove Other Work/School Accounts

    • Go to Settings > Accounts > Access work or school
    • Remove any accounts other than the client’s primary Microsoft 365 account
    • Restart the laptop and try launching Excel again

    2. Delete Excel Startup Files

    • Navigate to:
      C:\Users\
    • Delete all files in this folder (these are auto-loaded templates or add-ins)
    • Relaunch Excel

    3. Disable Hardware Graphics Acceleration

    • Launch Excel in Safe Mode:
      Press Windows + R, type excel /safe, and hit Enter
    • Go to File > Options > Advanced
    • Scroll to Display section and check “Disable hardware graphics acceleration”
    • Close and relaunch Excel normally

    4. Clear Office Credentials

    • Open Credential Manager (Control Panel > User Accounts > Credential Manager)
    • Under Windows Credentials, remove any entries related to MicrosoftOffice16_Data
    • Restart the laptop and try Excel again

    5. Reset File Associations

    • Go to Settings > Apps > Default Apps
    • Scroll down and click “Choose default apps by file type”
    • Ensure .xlsx, .xls, .xlsm are all set to open with Excel

    If the issue persists after these steps, we recommend submitting a support ticket through the Microsoft Admin Center for deeper diagnostics.

    I'm truly sorry for the inconvenience this issue has caused you and your client.

    Please know that we truly appreciate your patience and understanding as we work to support you. If you need any further assistance or clarification, feel free to reach out. I genuinely appreciate your understanding and patience throughout this process. Thank you very much for your understanding and patience.

    Best regards,

    Ben-V – MSFT | Microsoft Community Support Specialist

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