Office 2019 Apps Crashing after various updates

Andy Warden 11 Reputation points
2021-09-28T12:56:14.18+00:00

Hi all,

Just looking for a little help.

Over the last few days we've had updates installed via Windows Update and now Office 2019 apps keep hanging and crashing.

I've had installed -
23rd Sept 2021 "2021-09 Cumulative Update for Windows 11 for x64-based Systems (KB5005635)"
24th Sept 2021 "Intel Corporation - Display - 30.0.100.9922" driver

And my office install in appwiz.cpl is showing as installed 23rd Sept 2021 when I actually installed it in March 2021 so I'm guessing it has updated too.

In event viewer since 24th though (same day the inter driver was installed) I'm seeing Application errors event id 1000 -
Faulting application name: OUTLOOK.EXE, version: 16.0.10378.20029, time stamp: 0x61313588
Faulting module name: igd10iumd64.dll, version: 30.0.100.9922, time stamp: 0x6144fde2

I tried to push back the video driver to the version available through intel, but windows update keeps re-installing the newer one.

Anyone else getting issues?

While I'm on Windows 11 I'm talking to a growing number other people in Windows 10 who have started with what seems to be a similar issue which is being resolved by an online repair of Office 2019, but I'm thinking that asking possibly more and more people to repair office can't be a viable solution?

Thanks

Office Management
Office Management
Office: A suite of Microsoft productivity software that supports common business tasks, including word processing, email, presentations, and data management and analysis.Management: The act or process of organizing, handling, directing or controlling something.
2,010 questions

8 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Dave 6 Reputation points
    2021-09-29T07:58:36.557+00:00

    Identical experience on Win10 and Win11, windows 11 logs show more info relating to Outlook crashing to the Intel 620 display driver
    Going to try roll back those updates to see if it resolves it

    1 person found this answer helpful.
    0 comments
  2. Viki Ji_MSFT 4,421 Reputation points
    2021-09-29T05:30:08.897+00:00

    Hi @Andy Warden ,
    Welcome to Q&A forum!

    Usually, Office 2019 will be updated automatically, for more information, please refer to: Update Office 2019 (for IT Pros).

    now Office 2019 apps keep hanging and crashing.

    < Do all Office apps have this issue? Are there any error messages when the apps hang and crashe? If so, please describe in detail or share the screenshot.

    Per my research, please try the follwoing steps to check this issue.

    1. Exit all Office 2019 app.
    2. Start Registry Editor: Press Windows Key + R to open a Run dialog box. Type regedit.exe and then press OK.
    3. And then go to HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\General to check if there is the ShownFirstRunOptin registry value. If you do not find the ShownFirstRunOptin registry value, please create it.

    Value name: ShownFirstRunOptin
    Value type: REG_DWORD
    Value data: 1

    1. Then click OK and exit Registry Editor.
      136152-image.png

    Hope the information could help you.

    If an Answer is helpful, please click "Accept Answer" and upvote it.
    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

    0 comments
  3. Philipp Kohn 1 Reputation point
    2021-09-29T12:25:32.95+00:00

    Had the same problem - It's definitely the Intel UHD 620 Driver. Rolled it back no more probs since yesterday.
    Crashed every view minutes in Outlook.

    Disabled the Driver Updates over Windows Update, works for me now.

    Log Name: Application
    Source: Application Error
    Date: 28.09.2021 16:04:30
    Event ID: 1000
    Task Category: (100)
    Level: Error
    Keywords: Classic
    User: N/A
    Computer:
    Description:
    Faulting application name: OUTLOOK.EXE, version: 16.0.14326.20404, time stamp: 0x613c5f63
    Faulting module name: igd10iumd64.dll, version: 30.0.100.9922, time stamp: 0x6144fde2
    Exception code: 0xc0000005
    Fault offset: 0x00000000006576a9
    Faulting process id: 0x141c
    Faulting application start time: 0x01d7b470fb800708
    Faulting application path: C:\Program Files\Microsoft Office\root\Office16\OUTLOOK.EXE
    Faulting module path: C:\WINDOWS\System32\DriverStore\FileRepository\83_lenovo_kbl_kbl-r_iigd_dch.inf_amd64_68fd1769056dc626\igd10iumd64.dll

    0 comments
  4. Jemimus the Geek 1 Reputation point
    2021-10-01T07:36:52.927+00:00

    I had the same problem, Word and Powerpoint constantly crashing after this driver was installed.
    Reverted back to 30.0.100.9864 and Office is stable now.

    Will be turning off driver updates in Windows updates for now. (if that's even still possible to do).

    I also found it funny, that the version that Windows pushed that causes this instability, 30.0.100.9922, is an even higher version than is currently listed on the Intel download site, even higher than the listed 'beta' driver there for the 620. I did not think I was 'alpha testing' Intel drivers for them? Where is my paycheck? :)

  5. Andy Warden 11 Reputation points
    2021-10-07T09:25:55.333+00:00

    I'm still seeing this. I rolled back the driver and the crashing didn't occur again.
    Couple of days later it started again and when I checked the driver windows 11 had started using the problem driver again.
    Just hearing from colleagues that more people are having this issue now.