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Excel crashing when opening a certain spreadsheet

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Stephen Shores
Visitor

Hello,

 

Customer is using Excel as part of Office 2016 Click-to-Run build 9126.2275.

 

End user is opening one particular spreadsheet, which crashes Excel every time data is entered into any cell. Other users are able to open the same spreadsheet with no problems.

 

Items we have tried:

 

Office repair, both quick and full. No change.

 

Uninstalled 32-bit and installed 64-bit. No change.

 

Disabling Hardware Acceleration, Live Preview, Enable multi-threaded processing, and 'Enable multi-threaded calculation'. No change.

 

Data -> Workbook Calculation -> set to Manual. No change.

 

Renamed AppData\Microsoft\Excel folder. No change.

 

Uninstalled Webroot Antivirus. No change.

 

Disabled Office updates and rolled back Office to Build 8431.2153 from January. No change.

 

Tried a different profile on the same machine. Same problem.

 

As a final resort, I applied a BIOS and dock firmware update I found using Lenovo System Update, along with a couple of driver updates. No change. 

 

Below is the message in the Windows application event logs, along with the .WER file.

 

"The program EXCEL.EXE version 16.0.9126.2275 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Security and Maintenance control panel.
Process ID: 13a8
Start Time: 01d446ba77ec3d8f
Termination Time: 25
Application Path: C:\Program Files\Microsoft Office\root\Office16\EXCEL.EXE
Report Id: a857dadb-6d70-445c-984b-25837a2a9d49
Faulting package full name:
Faulting package-relative application ID:
"

---

 

and

 

---

 

"Fault bucket 2268962628103420997, type 5
Event Name: AppHangB1
Response: Not available
Cab Id: 0

Problem signature:
P1: EXCEL.EXE
P2: 16.0.9126.2275
P3: 5b636fd5
P4: 27e8
P5: 134217728
P6:
P7:
P8:
P9:
P10:

Attached files:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER188C.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER18AD.tmp.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER18BB.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER18DB.tmp.txt
\\?\C:\Users\LAURA~1.JEN\AppData\Local\Temp\{DB6715FD-C0BC-4F73-9037-76642CE2DFBD} - OProcSessId.dat
\\?\C:\Users\Laura.jenkins\AppData\Local\Temp\WER204F.tmp.appcompat.txt

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppHang_EXCEL.EXE_66ef8a03b6fb61cf42d1770d4d703ae4598c15_8ae82b93_4d7b43c3

Analysis symbol:
Rechecking for solution: 0
Report Id: a857dadb-6d70-445c-984b-25837a2a9d49
Report Status: 268435456
Hashed bucket: f7a2923aec37ca35cf7cf97d20bdbc45
Cab Guid: 0"

 

---

 

Below is the .WER file mentioned:

 

Version=1
EventType=AppHangB1
EventTime=131808056314115731
ReportType=3
Consent=1
UploadTime=131808056336174470
ReportStatus=268435456
ReportIdentifier=4dd28f0a-6d35-479f-97fa-d09b4011e1e8
IntegratorReportIdentifier=a857dadb-6d70-445c-984b-25837a2a9d49
Wow64Host=34404
NsAppName=EXCEL.EXE
OriginalFilename=Excel.exe
AppSessionGuid=000013a8-0003-0019-8f3d-ec77ba46d401
TargetAppId=W:00064e7244490988f1c04f66379797727a0900000000!0000fde17757f4c8707203ae97fe02cb6b0708c1a03c!EXCEL.EXE
TargetAppVer=2018//08//02:20:55:49!31d5d49!EXCEL.EXE
BootId=4294967295
TargetAsId=1114
UserImpactVector=269484304
IsFatal=1
Response.BucketId=f7a2923aec37ca35cf7cf97d20bdbc45
Response.BucketTable=5
Response.LegacyBucketId=2268962628103420997
Response.type=4
Sig[0].Name=Application Name
Sig[0].Value=EXCEL.EXE
Sig[1].Name=Application Version
Sig[1].Value=16.0.9126.2275
Sig[2].Name=Application Timestamp
Sig[2].Value=5b636fd5
Sig[3].Name=Hang Signature
Sig[3].Value=27e8
Sig[4].Name=Hang Type
Sig[4].Value=134217728
DynamicSig[1].Name=OS Version
DynamicSig[1].Value=10.0.17134.2.0.0.256.48
DynamicSig[2].Name=Locale ID
DynamicSig[2].Value=1033
DynamicSig[22].Name=Additional Hang Signature 1
DynamicSig[22].Value=27e8263ff0b579931c854380541f95db
DynamicSig[23].Name=Additional Hang Signature 2
DynamicSig[23].Value=d8cd
DynamicSig[24].Name=Additional Hang Signature 3
DynamicSig[24].Value=d8cd610bb5fdf81190b0a64b226e089a
DynamicSig[25].Name=Additional Hang Signature 4
DynamicSig[25].Value=27e8
DynamicSig[26].Name=Additional Hang Signature 5
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UI[3]=Microsoft Excel is not responding
UI[4]=If you close the program, it will try to recover your information.
UI[5]=Close the program
UI[6]=Close the program
UI[7]=Close the program
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FriendlyEventName=Stopped responding and was closed
ConsentKey=AppHangXProcB1
AppName=Microsoft Excel
AppPath=C:\Program Files\Microsoft Office\root\Office16\EXCEL.EXE
ReportDescription=A problem caused this program to stop interacting with Windows.
NsPartner=windows
NsGroup=windows8
ApplicationIdentity=38F229DD900DE7105A08250661DC0341
MetadataHash=371562066

 

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3 Replies
Have you tried starting Excel in safe mode in case it's an addin bug (holding Ctrl when launching Excel).

Also, random question, does the user have DropBox installed. I've come across a few really odd things with that.

Thanks Wyn for the hint about Dropbox.

I have been struggling for weeks to find a solution to opening one specific file from the recent or pinned file lists causing excel to shutdown.  (I was able to open it from the folder which contained it.)

Uninstalling dropbox seems to have corrected the problem at last.

Glad it helped