Using Excel on Android Tablet and experiencing frequent crashes

Question

Hi Microsoft

Currently, our company is using 2 units of the Xiaomi Pad 6 tablet and 10 units of the Galaxy Tab S6 Lite, all with Microsoft 365 Business Standard licenses. We have divided usage among 3 email accounts, and none of the email accounts exceed the limit of 5 devices per account.

We are using the Microsoft 365 application and Excel files, with writing done using the tablet's stylus. However, we are encountering frequent crashes, and it’s unpredictable when this issue will occur.

What has been done so far:

1. After a crash, sometimes we are able to access Excel immediately, but at other times we cannot access it and must wait for a while before it works again.
2. Occasionally, uninstalling and reinstalling Microsoft 365 resolves the issue, but sometimes the problem persists and the app crashes again.
3. All 12 devices in our organization are experiencing the same issue, though the timing of the crashes varies. Our network system has a speed of 300/300 Mbps and is stable for use.

I have recorded a video during the incident to show you the issue we are facing.

https://www.youtube.com/shorts/A\*\*\*\*\*\*\*\*

Note: Since our company is based in Thailand and the Admin is located in Italy, there is a time zone difference that makes coordination difficult. Please assist me directly without going through the Admin.

PII s mask by MSFT

Answer 1

Hi Kriengsak 1,

Thanks for your valuable feedback and sharing updates with us and I really appreciate your effort and your precious time doing. 

And I appreciate your kind words.

It seems that changing internet connection doesn't affect and since the issue related with all android device and I suspect there is compatibility issue between android device and Office 365 app version. And I'm afraid to find out the root cause of this issue need to collect the log report your user end and help you further remotely.

As this Forum community has limited resources, the backend support team there has more permission than us, they have more resources to investigate the issue from the backend, they have Escalate channel to escalate your issue to check more and collect log reports for the root cause.

I understand how important it is to get this issue resolved. In this situation, we sincerely recommend that you Microsoft 365 admin, can follow the steps in this article and open/create a support ticket with a Microsoft support engineer, who will work with you and if required they can escalate the issue to the appropriate team by gathering log information. This is the standard procedure for addressing your issues.

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

Reference: How do I find my Microsoft 365 admin? - Microsoft Support

Please accept my Apologies and I do feel regret for not resolving the problem and redirecting you to the related development team but the fix to your concern can be find out through the HAR logs and suggest you raise a support ticket from the Office 365 admin center, where the related team will investigate the problem further by collecting the HAR logs.

We are redirecting you to the proper one to solve the issue. That’s why we suggest you contact your admin or IT department. They can create support ticket. Once your admin or IT contact them, they will help you as soon as possible.

I'm sorry and I apologize for that.

Your understanding and patience will be highly appreciated. I hope that you are keeping safe and well!

Sincerely,

Waqas Muhammad

Answer 2

Dear Waqas Muhammad MSFT,

1. I've tried changing the internet connection, but the result was the same, nothing changed.
2. If I save files on my Android device, the problem does not occur.
3. I always use the latest version of all Application and The Android OS.

Answer 3

Dear Kriengsak 1,

Hello! Thank you for posting to the Microsoft community, we'll be glad to help you out.

I'm sorry you have a problem, but from your explanation. We can work together to fix it.

For situations you encounter, we deeply understand the inconvenience caused and apologize for it.

I Check your recorded video, and it see that this issue on an Android device.

Firstly, the video recording your upload contains PII, and I removed the link to protect your private messages.

According to your description, may you please try changing your internet connection? For example, turn it into a mobile hotspot. Does this issue also occur if you turn off the auto-save feature or save files in a location on your Android device?

Also, if you share the Excel app version on your Android device, and we will test it on that version (same environment) and check the results with you.

At the same time, you remember that when this behavior starts, such as after updating the Office app or Android operating system, it helps us narrow down your problem.

Please accept the apology that you encountered such an issue.

Please understand that our initial response may not always resolve the issue immediately. However, with more detailed help and information. We can work together to find a solution.

Thank you for your patience and understanding and thank you for your time and cooperation.

sincerely

Vargas Muhammad