Excel 2016 crashes when I change type of chart

Question

Hello,

My problem started on August 13 after windows/office update.

I create new workbook with default template, (I tried also with different templates), I insert data, create a chart, then right-click, "change chart type", Excel crashes. Sometimes the dialog appear with missing buttons of "Okay" and "Cancel", then crashes after the changing.

I thought it's my Excel installation, but I reinstalled office, didn't work. I reinstalled Windows 10, also didn't work. I thought maybe it's Hard Drive issue with bad sectors, so I bought new Hard Drive. So now, I'm running on New SSD Drive, fresh Windows 10 Enterprise installation, with latest updates, with Office Professional Plus 2016, tried also with updates and without updates, nothing helps.

I moved the ssd to different machine, thinking it could be something with my motherboard/cpu/memory, it didn't work.

Adding charts embedded in Word, worked fine. So it's something related to the charts inside Excel 2016.

The crash is consistent, reproducible and fatal! 

Faulting application name: EXCEL.EXE, version: 16.0.4561.1000, time stamp: 0x5940b0f2

Faulting module name: chart.dll, version: 16.0.4534.1000, time stamp: 0x58ecdf28

Exception code: 0xc0000005

Fault offset: 0x0000000000010160

Faulting process id: 0xb10

Faulting application start time: 0x01d32313c3ceca27

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

Faulting module path: C:\Program Files\Microsoft Office\Office16\chart.dll

Report Id: 3d45f9b3-b293-4195-8595-5709dadb58ce

Faulting package full name: 

Faulting package-relative application ID: 

Answer 1

Hello,

Here is some tip to assist Microsoft identify the problem and solve it, and also a solution to those who are still suffering like us.

If you install the latest Windows 10 Enterprise 1703, with the latest Office Professional Plus 2016, the problem will persist no matter what hardware you change.

However, for some dark reason, if you install the following Windows 10:

1511 Windows 10 Enterprise - ISO X20-82280

Then let it get updated until it reaches the latest windows updates, then install the Office Professional Plus 2016, latest (as of today), the problem and crashes will disappear.

I really can't figure out why installing 1511 Windows and updating it fixes the problem, and installing 1703 Windows doesn't fix the problem, but I will leave this to Microsoft Engineers to find out the differences between the two processes.

Meanwhile, our problem is solved, and I hope that future Windows installations/updates wouldn't override what was good in 1511, so that we can continue working without a problem.

Blessings.

Answer 2

Hi,

When a thread tries to close the handle to an object that is being destroyed, the operation fails and the app crashes with the error code: 0xc0000005. While with Excel, there are 3 common reasons as to why it is crashing. A faulty add-in, a damaged normal template, and corrupt registry entries for Excel.

Since you mentioned that you already had your Excel updated and you had reinstalled Office, we suggest that you follow the troubleshooting steps provided on this link. This link also includes advanced troubleshooting for Excel crashing and not responding.

Keep us updated if anything comes up so we can further assist you.

Answer 3

Hello,

I've tried all the methods detailed in the link supplied. Nothing has worked so far.

I reinstalled Windows 10 on totally new Hard Drive, even on different hardware environment, updated Windows 10 Enterprise and Office Professional Plus 2016, and the problem still persists.

The hard drive doesn't have anything else installed other than Windows and Office.

I'll be looking forward to receive better solution / investigation.

Update: Here are the exact way to reproduce the problem:

1. Install Windows 10 Enterprise - ISO X21-36478
2. Install Office Professional Plus - ISO X20-42432
3. It doesn't matter whether you do full update or not, we tried with and without updates.
4. Create a chart, try to "change chart type", if it doesn't crash on the first attempt, it will crash on the second or third attempt. No Add-Ins installed, nothing but fresh Windows and Office install.

Thanks

Answer 4

Hello Yousef,

I am having the exact same situation.

Together with the manufacturer of our affected portables (yes, it's brand/type specific), we are troubleshooting every possible cause.

So I'm thinking it has to do with a certain combination of hard disk (M.2 SSD in my case) and 7th gen Intel 'U' processors.

But I'm not quite sure yet, I'll keep troubleshooting until I have found a solution or cause.

If anyone found a workaround or a definite solution, please post it here.

It's taking a lot of time for both me and the Tech Support i'm searching together with.

Greetings,

Dean

Answer 5

I am also having major problems with Excel 2016 and specifically with charts.

We have most of our office on Office 2013, French language version.  I have Excel 2016 UK language version on a Dell XPS13.  When I try and work with Excel files generated by my colleagues, Excel 2016 either freezes or crashes, with chart.dll as the faulting module.

If, by some miracle, Excel does not crash, it then decides that the file can't be saved due to corrupted data.  Saving it as an .xls is possible!!

Similar issues when working on Powerpoint 2013 files with embedded Excel charts.  The Axes value "disappear" - as they seem to be defined as custom format with no displayable characters.  When I try and correct, Powerpoint will usually crash after the 2nd or 3rd chart edit, with the chart.dll as the faulting module.

Basically Office 2016 seems to be unusable in a mixed language environment.