"Protected View" in Excel / Word crash every time.

Question

"Protected View" in Excel / Word crash every time.

Andr3a_M 0

Hi,

After november updates in Windows 10 22H2 (I don't know if it's a coincidense or not) we started having several PCs with Office 2016 Pro Plus that show an error every time we try to open a file that activate the protected view (a file from a network path, opened from email or downloaded from the internet).

Instead of show the file content it shows:

in Excel, a simple "file damaged", without any other detail
in word, an error related to the path lenght, which actually it shows itself even on really short path.

unticking the three box of the protected view obviously solve the issues, but seems not a good idea to me.

I already tried to:

repairing office
do a total uninstall of Office with the official tool and reinstall it.
remove recent updates (one is about the malware definition, KB890830, and can't be removed)
OS check with sfc scannow

but nothing has changed.

can you help me please? thank you in advance.

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Answer 1

Jiajing Hua 18,060 Moderator

Hi @Andr3a_M

Could you please check whether Office 2016 installed the recent updates: KB5002521 and KB5002518? If so, please uninstall them for a check. But if not, I also suggest you install them to check this issue.
You may navigate to the installation path of Office, such as for 64-bit version of Office 2016, the path is C:\Program Files\Microsoft Office\Office16. Find winword.exe and excel.exe, right click on them > Properties > Details, check their version number.
Have you installed any 3rd-party add-ins? I suggest you go to Word and Excel > Click File > Options > Add-ins > Manage COM Add-ins, click Go. Clear the check boxes for any enabled COM add-ins, select OK. Then re-open those files to check this issue.
Besides, you said Word and Excel crashes, it's recommended to check Event Viewer > Windows Logs > Applications, find is there is any related record. If yes, please share us with the error modules.

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Jiajing Hua 18,060 Reputation points Moderator

2023-11-30T06:51:43.1233333+00:00

Hi @Andr3a_M

I am checking this thread, any updates welcome to post back.
Andr3a_M 0 Reputation points

2023-12-04T13:05:45.7433333+00:00
Hi,

i did some test but with no success:

I founded : KB5002521 and KB5002518 updates and removed them, but nothing changed.

version of Word is 16.0.5413.1000, Excel is 16.0.5422.1000, so seems all ok

no third party addins installed.

i checked the event and these are two examples, every PCs give the same error (checked on 5 PCs) Faulting application name: EXCEL.EXE, version: 16.0.5413.1000, time stamp: 0x64dbadce Faulting module name: igd10um64xe.DLL, version: 31.0.101.4824, time stamp: 0x64fb9ff7 Exception code: 0xc0000005 Fault offset: 0x00000000001ec3b0 Faulting process id: 0x3a84 Faulting application start time: 0x01da22cfd6d84652 Faulting application path: C:\Program Files\Microsoft Office\Office16\EXCEL.EXE Faulting module path: C:\Windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_7524f52dc562309e\igd10um64xe.DLL Report Id: 692dbd67-cd0d-4918-bfa9-16b96b04f127

Faulting application name: WINWORD.EXE, version: 16.0.5413.1000, time stamp: 0x64dbb248 Faulting module name: igd10um64xe.DLL, version: 31.0.101.4824, time stamp: 0x64fb9ff7 Exception code: 0xc0000005 Fault offset: 0x00000000001ec3b0 Faulting process id: 0x708 Faulting application start time: 0x01da22cdbbe7059e Faulting application path: C:\Program Files\Microsoft Office\Office16\WINWORD.EXE Faulting module path: C:\Windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_7524f52dc562309e\igd10um64xe.DLL Report Id: 8f210175-92d6-4c71-9c2a-1dfd91e6dd0c

but replace a (maybe?) damaged dll in that path seems risky
Jiajing Hua 18,060 Reputation points Moderator

2023-12-05T03:56:23.7566667+00:00

Hi @Andr3a_M

Thanks for your details.

As the error module 'igd10um64xe.DLL', I think this issue is related to graphics settings or graphics driver.

I suggest you go to graphics settings (You may right-click on desktop, click 'Graphics Performance' or 'Graphics Settings'), check if you changed Word, Excel to High Performance. If yes, please disable it.

Or you may re-install graphics driver for a test.
Andr3a_M 0 Reputation points

2023-12-13T07:59:01.6466667+00:00

Hi, following you comment I tried disabling hardware acceleration on office and seems a decent solution.
I'm not sure if reinstall graphic driver could be a thing, due to the fact that this issue happened at the same time on different machines, desktop and laptop in different models and brands (few of them even old, that no more receive driver updates)
Jiajing Hua 18,060 Reputation points Moderator

2023-12-13T08:05:07.6333333+00:00

Hi @Andr3a_M

Thanks for your further sharing.

If there is no graphic driver to re-install, you may try the related settings. Such as the 'disabling hardware acceleration' of Office, or the 'Graphics Performance' of graphic self.

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"Protected View" in Excel / Word crash every time.

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