Excel not opening

Question

Hi

We have noticed this issue across multiple customers using Office 365.  Excel fails to open and in task manager the exe is listed as a background process and is using CPU.  Ending the process and opening in safe mode do not work.  So far the only fix has been to run an online repair however we have had a couple of computers where this issue has returned.  The customers are running version 16.0.13426.20308 which was rolled out on December 2nd.  I could not find anything listing issues with the most recent build.  Any help would be appreciated.

Answer 1

Hi Luke,

I apologize for all the trouble it has caused and sorry about your time.

As per your description, it seems issue happen to multiple computer (Excel fails to open) and when you run an online repair Office 365 issue has been fixed.  We feel sorry to hear that you meet such an issue. However, we appreciate your understanding. 

Based on your description, I have tested form my side in Excel version 2011(13426.20308) Current channel and it seem work fine from my side.

Since, you mentioned your Office 365 is up-to date and open Excel in safe mode does not work, please try the following steps and see if it works for you.

1. Disable any third-party Office add-ins****and then try to open Excel.
2. Go to the following location:

C:\Program Files\Microsoft Office\root\Office16

Right click on Excel.EXE> select Run as administrator and see if it helps.

 

3.Try toperform a clean boot in Windowsto determine whether a background program is interfering with Office program.

If the issue still persists, could you please tell us more information to let us help you:

1. Full screenshot of your Excel version? Open Excel > File > Account > Production Information and share a screenshot of it.  (Please mask your private information.)
2. Does the issue happens on all files or a specific one?
3. Whether other applications also get the same problem? Such as PowerPoint or Word and etc.

I appreciate your patience and understanding.

Best Regards

Waqas Muhammad

Answer 2

Hi

In response to your questions -

1. There are no 3rd party addons and starting Excel in safe mode fails also.
2. Run as admin does not work.
3. Clean boot does not work.

4. 

5. The issue occurs when opening files and when opening Excel.
6. Other office applications seem to be working fine.

Thanks

Answer 3

Hi Luke,

We appreciate that you spent your precious time doing those and shared updates with us. I do understand the inconvenience it has made and apologize for it. And we’re still glad to help you.

It seems issue only happen to Excel app. May I ask did you get any error message while opening Excel file? If so, please capture a screenshot to us.

If the problem is still evident in Safe mode, you may have a bad font, please check if you installed any third-party font.

To troubleshoot this issue, you can follow the following steps:

1.Create a new user account under your Windows 10. 

2. Uninstall Office 365 completely by using Microsoft Support and Recovery Assistant (SaRA) as uninstalling Office through Control Panel > Programs & Features would keep some preferences for next installation. Then re-install Office.

Meanwhile, as a temporary work around, you could work on your documents with 

Excel Online.

I appreciate your patience and understanding.

Best Regards

Waqas Muhammad

Answer 4

Hi Waqas

This is becoming a major inconvenience.  We have this problem occurring for multiple customers.  Is there a known issue that you are aware of?

Answer 5

Hi Luke,

Thanks for sharing updates with us. We understand that issue happen to multiple users in Microsoft Excel 365. Could you please confirm did users get any error message while when they are trying to opening Excel file?

I appreciate your patience and understanding.

Best Regards

Waqas Muhammad