Excel/Explorer crashes when user works with files on a file server

Question

Hi,

in our company, we have a problem with Excel/Explorer and I can not find out why it happens. So here is some info:

Employee has a HP laptop with Office 2016, works in home office, connects to the company network via vpn and works with excel files which are stored on a file server.
He opens an excel file and works with it. But when he wants to save the file, excel crashes first, then explorer. After that, the laptop doesn't respond at all.
The only way to get it back to work is a hard-shutdown. At least 4-5 users have the same problem.

We have already checked network/vpn connections, repaired office, uninstalled and reinstalled it, ran system file checker with cmd. No success.
Everything else is running smoothly on laptop. Only when it comes to saving an excel file on the file server, laptop crashes completely.

Any ideas?

Thanks in advance.

Answer 1

Hi @Necdet Yenen

Is there any error message during this issue?
If yes, please share with us for better analysis.
Then I have following questions:

• How do users access the file server?
  Such as UNC path, mapped drive. It is recommended to change the access method to have a test.
• After a user opens the shared file, please check whether the filename has been changed on file server, such as a file begins with: ~$<file name>.
  When this issue occurs, please also check to see if any these temporary files be deleted. If these temporary files still exist, the users cannot save shared files normally.
• Can these users download the shared file?
  If yes, please let them download one test file, then move it back to file server and replace the pervious one.

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