Multiple users get crashes in office apps

Question

Hello everyone, I'm working in IT at a medium sized organization, we use active directory and haven't yet made the transition to Microsoft 365 (ongoing process).

In the mean time we use a range of Office editions, from 2010 to 2021, recently we started getting support tickets about office applications, mainly Excel, Word and Outlook, getting hung and crashing right after opening a document. we tried selecting repair, online repair, reinstalling manually, clearing registry keys and rolling back office and windows updates. Has anyone encountered a similar behavior? any suggestions?

Answer 1

Oh, found the issue, it's the SolidWorks PDM add-in, thanks

Answer 2

Thanks for your feedback.

You are welcome.

Answer 3

Hi Elcam242,

Thanks for posting back.

I'm glad to know you have found the root cause. If you encounter any issues while using Microsoft products, please feel free to post in our community and we are happy to help.

Sincerely,

George | Microsoft Community Moderator

Answer 4

Have you installed any add-in to Excel?

How about safe mode？

Answer 5

Hi Elcam242,

Thanks for posting in the community. We are happy to help you.

According to your description, the crash issue occurs in different Office products, Office 2010, Office 2016, Office 2019, and Office 2021, and you have already tried many ways to troubleshoot the issue. In this case, I would like to collect more information to troubleshoot it further.

1. I would like to know the Office versions and their full product names.

You can click File> Account to check them.

2. Does the problem occur in any of the files or a specific file? Are there any characteristics of the file itself? For example, where the file is stored.

We look forward to your response. Thanks for your cooperation.

Sincerely,

George | Microsoft Community Moderator