PowerPoint crashes when inserting video

Question

On a single computer in the network, PowerPoint crashes when inserting a video. His colleague is able to insert the video without any problems. We have tried the following:

• Installed all latest updates for Office and Windows 10
• Had AppData rebuild for PowerPoint
• Office online repair
• https://support.microsoft.com/en-us/help/4026529/windows-10-using-system-file-checker

Office version 1810 build 11001.20074 Click-to-Run

Windows 10 version 1803 build 17134.345

The user has a lot of different and difficult to setup application, so rebuilding the profile is the last thing we would want to do. The Event Viewer shows the following errors:

Answer 1

Hi Cliff,

We tried inserting the video with PowerPoint in safe mode and with the anti-virus off but unfortunately the result is still the same..

Answer 2

Hi Cliff,

Started a remote support session with the user, we are now at version 1810 build 11001.20108. Monthly channel indeed:

No updates available for Windows of Office. What are the next steps?

Answer 3

Hi Cliff,

We are working on it, give us a few days to get in touch with the client.

Thank you,

Axel

Answer 4

Hi Axel,

May I know if further assistance is needed on this issue?

Thanks,

Cliff

Answer 5

Hi Axel,

From your description, it seems that the issue only happens in one computer in the same network environment. Other computers with the same version of the Office 2016 applications installed have no such issues. 

If yes, from the version number you provide, it seems that you are using the Monthly Channel. If yes, the version of the Office 2016 applications in your environment isn’t the latest version. I suggest you update the version to the latest version, restart the computer and then do a test to see the result.

Meanwhile, to see if the issue is related to the user profile of the computer, I suggest you switch a user profile and do a test to check the result.

Thanks,

Cliff