question

kvoo avatar image
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kvoo asked emizhang-msft commented

WINWORD.exe randomly crashing on 2 domain computers - no visible cause

Hello.

Two of our domain clients keep having random Word crashes. It just closes without warning. This is on Windows 10 1809 Enterprise LTSC.

When they try to open that document again, it says it's already opened, and on reboot, there's also a message that there is still an open word document. However, no Word processes are running after the crash, I checked.

EDIT: I just got the info that not all word windows will crash if they have multiple open. Often it's just one of them.

The eventlog just has a regular Application Hang event with a "top level windows is idle" message. Apart from that, nothing meaningful. I apologize, this is in German, but I'll post it anyway:

 Das Programm WINWORD.EXE Version 16.0.5227.1000 hat die Interaktion mit Windows beendet und wurde geschlossen. Überprüfen Sie den Problemverlauf in der Systemsteuerung "Sicherheit und Wartung", um nach weiteren Informationen zum Problem zu suchen.
  Prozess-ID: 225c
  Startzeit: 01d7f7cd1bd14d36
  Beendigungszeit: 4294967295
  Anwendungspfad: C:\Program Files (x86)\Microsoft Office\Office16\WINWORD.EXE
  Bericht-ID: 9aa03300-c0e4-4ee7-84e1-d541b97a5587
  Vollständiger Name des fehlerhaften Pakets: 
  Relative Anwendungs-ID des fehlerhaften Pakets: 
  Absturztyp: Top level window is idle

We have already tried completely reformatting the PC and doing a fresh install, this didn't work though. The only thing I can think of is to try and recreate their roaming profiles. I will try this, but I have to wait for the users to have time, so I thought in the meantime, I'll ask here.

I hope someone here can point me to a solution to this problem.


windows-10-generaloffice-word-itpro
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Hi,
Do you install any updates for Office or Windows?

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1 Answer

EckiS avatar image
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EckiS answered kvoo commented
  • a hang is something different from "close without warning". So were the users not in front of the computer when the crashes occued?

  • does this only happen with one document, or with all?

  • is the document on a network share? When yes: do the hangs also occur when copying the document locally and opening from there?

  • is any 3rd party antivirus installed?

  • did you try opening word in safe mode?
    Open Office apps in safe mode on a Windows PC


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  • Yes, the event viewer shows a hang error, but Word does just close without warning, there is no "not responding" state it goes into.

  • It happens with all documents

  • They pretty much exclusively use documents on network shares. Some in a hidden share from our DMS, some in mapped drives, etc. I'd have to tell them to try and keep one open locally for a while to see if it closes. To add to that, they will have open multiple documents at a time and only one of those disappears sometimes. I just got that info.

  • Yes, we have FireEye as an AV solution, it's the same policy for everyone though, just these 2 clients have the problem.

  • We didn't try safe mode, the users aren't familiar and we can't forcefully trigger the problem, it happens randomly from time to time.


I will have them open a local document as well as a safe mode instance of word, keep that open for the day and see if those crash too.




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you could enable writing dump files for the process:
Windows Registry Editor Version 5.00

[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps\winword.exe]
"DumpType"=dword:00000001
then the next time this happens: post the result dump file from %LOCALAPPDATA%\CrashDumps

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Thanks, I did that too!

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