OneNote crash when syncing a shared Notebook

Question

Hi everyone,

My coworker and I share a Notebook on OneNote 2016 without any issue for months.

Last week, my coworker installed Office 365 and added something in the noteboook, since then, every time I try to open the notebook with OneNote 2016, OneNote crashes after a few seconds.

When I launch OneNote without cache, it works, but as soon as I try to open the shared Notebook, it crashes again.

Here is the windows event error log :

AppName ONENOTE.EXE

AppVersion 16.0.10402.20023

AppTimeStamp 64ef0a93

ModuleName ONMain.dll

ModuleVersion 16.0.10402.20023

ModuleTimeStamp 64ef05aa

ExceptionCode c0000005

FaultingOffset 000000000036e963

ProcessId 0x6e0c

ProcessCreationTime 0x1d9fa87a2146b58

AppPath C:\Program Files\Microsoft Office\root\Office16\ONENOTE.EXE

ModulePath C:\Program Files\Microsoft Office\root\Office16\ONMain.dll

IntegratorReportId d39b32a2-39e8-4004-9928-cc89539414e9

PackageFullName

PackageRelativeAppId

And here is a list of what I tried :

• Office repair
• Office reinstall
• Deactivate the antivirus
• sfc /scannow
• My coworker tried to duplicate the notebook, it worked for a day and the issue reappeared after a while

Answer 1

Hi do you have an solutions for this Problem?

Thanks

Answer 2

Hi,

Thanks for your reply.

I tried to reset the Office apps activation state and to open OneNote on another account but the issue persists.

I will try to send a support ticket.

Thanks for your time.

Answer 3

Dear Louis Villemin,

Good day!!

Apologies for the inconvenience caused and please don’t worry, let’s work together on your concern and move towards a resolution path.

I understand your concern but since you have tried most of the troubleshooting steps with no success, I would like to suggest you reset the Office apps activation state and check the outcome:

Reference: Reset activation state for Microsoft 365 Apps for enterprise - Microsoft 365 Apps | Microsoft Learn (Method: Use scripts to automate the cleanup process)

Note: After resetting the Office apps successfully, please restart your device and open the Office apps to activate and check the outcome.

If the problem persists, I would like to suggest you create a new user account on your Windows device and check the outcome. Reference: Create a local user or administrator account in Windows - Microsoft Support

If still the problem persists, then I believe there should be some Windows component causing the issue, where the problem needs to be further checked by collecting the fiddler logs. So, I suggest you raise a support ticket from the Office 365 admin center, where the related team will collect the logs and find out the cause of the problem.

Reference: Get support - Microsoft 365 admin | Microsoft Learn

Note: To create a support ticket, you need to have admin privileges and if you aren’t admin of your Office 365 organization, please contact the admin of creating a new ticket.

Apologies for redirecting you to the related development team support as the moderators in this community have limited resources to collect and investigate the Fiddler logs, and to get the fast and better assistance we requested for it.

Appreciate your patience and understanding. Have a great day!!

Best Regards,

Sophia