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IE 11, MS Word & Excel 2013 won't open since spring update install from TechNet

    Question

  • Since updating Windows 8.1 with the 'spring update' from TechNet last week I am experiencing problems loading Internet
    Explorer 11, MS Word & Excel 2013.  The applications dont get as far as the splash screen and appear just not to open. The task bar icons show a small amount of activity then appear to lose focus and clear. Briefly the windows error reporting 
    icon appears in the task bar.

    I have carried out sfc /scannow, reinstalled office and checked for further updates yesterday through windows update none of which have changed the behaviour.  Opening the office apps in safe mode doesn't help either.

    If I uninstall the graphics driver the office apps and IE work again. I spent some time over the weekend chatting to an Nvidia support engineer who had me remove and reinstall the drivers, clean install, loading older drivers only to conclude that he didn't believe the drivers were the problem and that the best course of action he could suggest was to reinstall windows something I dont really want to do. However he may be right?

    My system is below along with the error reports.  I would be very grateful of any leads anyone can offer or to confirm if Nvidia is the issue here.

    The only third party software recently loaded is version 2.0.1.1004 Malware Bytes

    Windows 8.1 Pro with Media Center 64-bit version 6.3.9600 Build 9600
    Intel Core i5 4670K @ 3.40GHz Haswell 22nm Technology
    16.0GB Dual-Channel DDR3 @ 759MHz (11-11-11-30)
    ASUSTeK COMPUTER INC. Z87-PRO (SOCKET 1150)
    2047MB NVIDIA GeForce GT 640 (ASUStek Computer Inc) Driver Version 335.23
    232GB Samsung SSD 840 Series (SSD) Boot OS
    1397GB Seagate ST1500DL003-9VT16L (SATA)
    931GB Western Digital WDC WD10EZRX-00A8LB0 (SATA)

    Version=1
    EventType=BEX64
    EventTime=130415102128426837
    ReportType=2
    Consent=1
    UploadTime=130415102129833219
    ReportIdentifier=6956af6b-bfcb-11e3-bf22-6c71d97d6a4f
    IntegratorReportIdentifier=6956af6a-bfcb-11e3-bf22-6c71d97d6a4f
    NsAppName=IEXPLORE.EXE
    Response.BucketId=070e00e866fa5a0e66d384037d489533
    Response.BucketTable=5
    Response.LegacyBucketId=81629378063
    Response.type=4
    Sig[0].Name=Application Name
    Sig[0].Value=IEXPLORE.EXE
    Sig[1].Name=Application Version
    Sig[1].Value=11.0.9600.17037
    Sig[2].Name=Application Timestamp
    Sig[2].Value=5312c26d
    Sig[3].Name=Fault Module Name
    Sig[3].Value=StackHash_4e5d
    Sig[4].Name=Fault Module Version
    Sig[4].Value=0.0.0.0
    Sig[5].Name=Fault Module Timestamp
    Sig[5].Value=00000000
    Sig[6].Name=Exception Offset
    Sig[6].Value=PCH_55_FROM_ntdll+0x0000000000056B58
    Sig[7].Name=Exception Code
    Sig[7].Value=c0000005
    Sig[8].Name=Exception Data
    Sig[8].Value=0000000000000008
    DynamicSig[1].Name=OS Version
    DynamicSig[1].Value=6.3.9600.2.0.0.256.103
    DynamicSig[2].Name=Locale ID
    DynamicSig[2].Value=2057
    DynamicSig[22].Name=Additional Information 1
    DynamicSig[22].Value=4e5d
    DynamicSig[23].Name=Additional Information 2
    DynamicSig[23].Value=4e5d5dc6aabf76cc679d707f73217047
    DynamicSig[24].Name=Additional Information 3
    DynamicSig[24].Value=c3f4
    DynamicSig[25].Name=Additional Information 4
    DynamicSig[25].Value=c3f4f21ff0efa95302412e4fece51da2
    UI[2]=C:\Program Files\Internet Explorer\IEXPLORE.EXE
    UI[3]=Internet Explorer has stopped working
    UI[4]=Windows can check online for a solution to the problem.
    UI[5]=Check online for a solution and close the program
    UI[6]=Check online for a solution later and close the program
    UI[7]=Close the program
    LoadedModule[0]=C:\Program Files\Internet Explorer\IEXPLORE.EXE
    LoadedModule[1]=C:\WINDOWS\SYSTEM32\ntdll.dll
    LoadedModule[2]=C:\WINDOWS\system32\KERNEL32.DLL
    LoadedModule[3]=C:\WINDOWS\system32\KERNELBASE.dll
    LoadedModule[4]=C:\WINDOWS\system32\apphelp.dll
    LoadedModule[5]=C:\WINDOWS\system32\USER32.dll
    LoadedModule[6]=C:\WINDOWS\system32\msvcrt.dll
    LoadedModule[7]=C:\WINDOWS\SYSTEM32\shcore.dll
    LoadedModule[8]=C:\WINDOWS\SYSTEM32\iertutil.dll
    LoadedModule[9]=C:\WINDOWS\system32\GDI32.dll
    LoadedModule[10]=C:\WINDOWS\SYSTEM32\combase.dll
    LoadedModule[11]=C:\WINDOWS\system32\RPCRT4.dll
    LoadedModule[12]=C:\WINDOWS\system32\IMM32.DLL
    LoadedModule[13]=C:\WINDOWS\system32\MSCTF.dll
    LoadedModule[14]=C:\Windows\system32\nvinitx.dll
    LoadedModule[15]=C:\WINDOWS\system32\ADVAPI32.dll
    LoadedModule[16]=C:\WINDOWS\SYSTEM32\sechost.dll
    State[0].Key=Transport.DoneStage1
    State[0].Value=1
    FriendlyEventName=Stopped working
    ConsentKey=BEX64
    AppName=Internet Explorer
    AppPath=C:\Program Files\Internet Explorer\IEXPLORE.EXE
    NsPartner=windows
    NsGroup=windows8
    ApplicationIdentity=03F642D8174FC4923D8C04A3ADA136A2

    Version=1
    EventType=BEX64
    EventTime=130415102223450753
    ReportType=2
    Consent=1
    UploadTime=130415102226107013
    ReportIdentifier=6ef97b90-bfcb-11e3-bf22-6c71d97d6a4f
    IntegratorReportIdentifier=6ef97b8f-bfcb-11e3-bf22-6c71d97d6a4f
    NsAppName=EXCEL.EXE
    Response.BucketId=ed6ee2efec8595b699dd1fe81324c841
    Response.BucketTable=5
    Response.LegacyBucketId=81644931483
    Response.type=4
    Response.CabId=81623802083
    Sig[0].Name=Application Name
    Sig[0].Value=EXCEL.EXE
    Sig[1].Name=Application Version
    Sig[1].Value=15.0.4603.1000
    Sig[2].Name=Application Timestamp
    Sig[2].Value=53162a3a
    Sig[3].Name=Fault Module Name
    Sig[3].Value=StackHash_4e5d
    Sig[4].Name=Fault Module Version
    Sig[4].Value=0.0.0.0
    Sig[5].Name=Fault Module Timestamp
    Sig[5].Value=00000000
    Sig[6].Name=Exception Offset
    Sig[6].Value=PCH_E7_FROM_ntdll+0x0000000000056B58
    Sig[7].Name=Exception Code
    Sig[7].Value=c0000005
    Sig[8].Name=Exception Data
    Sig[8].Value=0000000000000008
    DynamicSig[1].Name=OS Version
    DynamicSig[1].Value=6.3.9600.2.0.0.256.103
    DynamicSig[2].Name=Locale ID
    DynamicSig[2].Value=2057
    DynamicSig[22].Name=Additional Information 1
    DynamicSig[22].Value=4e5d
    DynamicSig[23].Name=Additional Information 2
    DynamicSig[23].Value=4e5d5dc6aabf76cc679d707f73217047
    DynamicSig[24].Name=Additional Information 3
    DynamicSig[24].Value=c3f4
    DynamicSig[25].Name=Additional Information 4
    DynamicSig[25].Value=c3f4f21ff0efa95302412e4fece51da2
    UI[2]=C:\Program Files\Microsoft Office\Office15\EXCEL.EXE
    UI[3]=Microsoft Excel has stopped working
    UI[4]=Windows can check online for a solution to the problem.
    UI[5]=Check online for a solution and close the program
    UI[6]=Check online for a solution later and close the program
    UI[7]=Close the program
    LoadedModule[0]=C:\Program Files\Microsoft Office\Office15\EXCEL.EXE
    LoadedModule[1]=C:\WINDOWS\SYSTEM32\ntdll.dll
    LoadedModule[2]=C:\WINDOWS\system32\KERNEL32.DLL
    LoadedModule[3]=C:\WINDOWS\system32\KERNELBASE.dll
    LoadedModule[4]=C:\WINDOWS\system32\apphelp.dll
    LoadedModule[5]=C:\WINDOWS\SYSTEM32\MSVCR100.dll
    LoadedModule[6]=C:\Program Files\Microsoft Office\Office15\oart.dll
    LoadedModule[7]=C:\WINDOWS\system32\ADVAPI32.dll
    LoadedModule[8]=C:\WINDOWS\system32\ole32.dll
    LoadedModule[9]=C:\WINDOWS\system32\GDI32.dll
    LoadedModule[10]=C:\WINDOWS\WinSxS

    \amd64_microsoft.windows.gdiplus_6595b64144ccf1df_1.1.9600.17056_none_932f2645474c8242\gdiplus.dll
    LoadedModule[11]=C:\WINDOWS\SYSTEM32\MSVCP100.dll
    LoadedModule[12]=C:\WINDOWS\system32\RPCRT4.dll
    LoadedModule[13]=C:\WINDOWS\SYSTEM32\d2d1.dll
    LoadedModule[14]=C:\WINDOWS\system32\msvcrt.dll
    LoadedModule[15]=C:\WINDOWS\SYSTEM32\sechost.dll
    LoadedModule[16]=C:\WINDOWS\SYSTEM32\combase.dll
    LoadedModule[17]=C:\WINDOWS\system32\USER32.dll
    LoadedModule[18]=C:\WINDOWS\system32\IMM32.DLL
    LoadedModule[19]=C:\WINDOWS\system32\MSCTF.dll
    LoadedModule[20]=C:\Windows\system32\nvinitx.dll
    State[0].Key=Transport.DoneStage1
    State[0].Value=1
    File[0].CabName=WERInternalMetadata.xml
    File[0].Path=WER61BA.tmp.WERInternalMetadata.xml
    File[0].Flags=851971
    File[0].Type=5
    File[0].Original.Path=C:- (Path Removed)
    File[1].CabName=triagedump.dmp
    File[1].Flags=808255491
    File[1].Type=6
    File[2].CabName=WERDataCollectionFailure.txt
    File[2].Path=WER67B8.tmp.WERDataCollectionFailure.txt
    File[2].Flags=851971
    File[2].Type=5
    File[2].Original.Path=C:- (Path Removed)
    File[3].CabName=Report.cab
    File[3].Path=Report.cab
    File[3].Flags=196608
    File[3].Type=10
    File[3].Original.Path=Report.cab
    FriendlyEventName=Stopped working
    ConsentKey=BEX64
    AppName=Microsoft Excel
    AppPath=C:\Program Files\Microsoft Office\Office15\EXCEL.EXE
    NsPartner=windows
    NsGroup=windows8
    ApplicationIdentity=33F59B15908C6342355C54287E8B6247

    Version=1
    EventType=BEX64
    EventTime=130415102175627932
    ReportType=2
    Consent=1
    UploadTime=130415102176877941
    ReportIdentifier=6c26eb56-bfcb-11e3-bf22-6c71d97d6a4f
    IntegratorReportIdentifier=6c26eb55-bfcb-11e3-bf22-6c71d97d6a4f
    NsAppName=WINWORD.EXE
    Response.BucketId=035bf0721b779287d374d392eed64c55
    Response.BucketTable=5
    Response.LegacyBucketId=81644838992
    Response.type=4
    Sig[0].Name=Application Name
    Sig[0].Value=WINWORD.EXE
    Sig[1].Name=Application Version
    Sig[1].Value=15.0.4605.1001
    Sig[2].Name=Application Timestamp
    Sig[2].Value=5328ef0c
    Sig[3].Name=Fault Module Name
    Sig[3].Value=StackHash_4e5d
    Sig[4].Name=Fault Module Version
    Sig[4].Value=0.0.0.0
    Sig[5].Name=Fault Module Timestamp
    Sig[5].Value=00000000
    Sig[6].Name=Exception Offset
    Sig[6].Value=PCH_6B_FROM_ntdll+0x0000000000056B58
    Sig[7].Name=Exception Code
    Sig[7].Value=c0000005
    Sig[8].Name=Exception Data
    Sig[8].Value=0000000000000008
    DynamicSig[1].Name=OS Version
    DynamicSig[1].Value=6.3.9600.2.0.0.256.103
    DynamicSig[2].Name=Locale ID
    DynamicSig[2].Value=2057
    DynamicSig[22].Name=Additional Information 1
    DynamicSig[22].Value=4e5d
    DynamicSig[23].Name=Additional Information 2
    DynamicSig[23].Value=4e5d5dc6aabf76cc679d707f73217047
    DynamicSig[24].Name=Additional Information 3
    DynamicSig[24].Value=c3f4
    DynamicSig[25].Name=Additional Information 4
    DynamicSig[25].Value=c3f4f21ff0efa95302412e4fece51da2
    UI[2]=C:\Program Files\Microsoft Office\Office15\WINWORD.EXE
    UI[3]=Microsoft Word has stopped working
    UI[4]=Windows can check online for a solution to the problem.
    UI[5]=Check online for a solution and close the program
    UI[6]=Check online for a solution later and close the program
    UI[7]=Close the program
    LoadedModule[0]=C:\Program Files\Microsoft Office\Office15\WINWORD.EXE
    LoadedModule[1]=C:\WINDOWS\SYSTEM32\ntdll.dll
    LoadedModule[2]=C:\WINDOWS\system32\KERNEL32.DLL
    LoadedModule[3]=C:\WINDOWS\system32\KERNELBASE.dll
    LoadedModule[4]=C:\WINDOWS\system32\apphelp.dll
    LoadedModule[5]=C:\WINDOWS\SYSTEM32\MSVCR100.dll
    State[0].Key=Transport.DoneStage1
    State[0].Value=1
    FriendlyEventName=Stopped working
    ConsentKey=BEX64
    AppName=Microsoft Word
    AppPath=C:\Program Files\Microsoft Office\Office15\WINWORD.EXE
    NsPartner=windows
    NsGroup=windows8
    ApplicationIdentity=8766E1530A69353F0A8CEEB914A366E1

    Many thanks

    TechNet Notification of Forum Post

    Wednesday, April 09, 2014 2:42 PM

Answers

  • hi, i was experiencing the same issue. found this post: https://forums.malwarebytes.org/index.php?showtopic=146097 ...solved my problem.

    it seems to be related with malwarebytes anti exploit, don't know if you have it installed but it exactly the same issue...if you disable protection or uninstall you'll be able to open word, excel, powerpoint and ie11.

    more info on: https://forums.malwarebytes.org/index.php?showtopic=146097

    hope it helps!

    best!

    PS: i try the "working" fixed version here https://forums.malwarebytes.org/index.php?showtopic=146368 but it's not working for me.

    • Marked as answer by mollybot Sunday, April 13, 2014 8:30 PM
    Sunday, April 13, 2014 4:57 PM

All replies

  • I  am having the exact same problem.  Excel, Word and IE doesn't open under Windows 8.1 since applying the update yesterday.  Outlook and other MS Office applications work fine.
    Wednesday, April 09, 2014 4:01 PM
  • If I uninstall the graphics driver the office apps and IE work again.

    Before going that far you should try switching to Software rendering instead of GPU rendering.  (via Internet Options, Advanced tab)



    Robert Aldwinckle
    ---

    Wednesday, April 09, 2014 5:00 PM
  • Thanks Robert but unfortunately that hasn't changed anything apps or IE still wont load.

    TechNet Notification of Forum Post

    Wednesday, April 09, 2014 5:23 PM
  • What's odd is, at least for me, is when I click on Excel, Word or IE (Office Pro 2013), nothing happens.  They don't appear in Task Manager, at least for me.  I performed all of the updates the Windows 8.1 and Office put out yesterday.  My problems only started after I did these updates yesterday.  I also have MS Visio, Access and Project and those run fine.
    Wednesday, April 09, 2014 5:46 PM
  • Just out of curiosity Dizneeds what graphics card do you have installed as I am keen to see if NVidia are also a common theme.

    TechNet Notification of Forum Post

    Wednesday, April 09, 2014 8:08 PM
  • nVidia GeForce GTX 660 Ti.  Drive 335.21
    Wednesday, April 09, 2014 10:45 PM
  • Sorry.  335.23
    • Proposed as answer by Dizneeds Thursday, April 10, 2014 1:18 AM
    Wednesday, April 09, 2014 10:46 PM
  • I called nViida thinking it might be an nVidia issue.  He told me to download the 335.70 beta which I did and installed.  Didn't help.

    I think called Microsoft and first guy took control of my PC and suggested I install Office Pro 2013 x86 (32-bit) and then transferred me to 3 people before I got disconnected; very frustrating having to explain my issue 3 times.

    I uninstalled Office Pro 2013 64 bit and installed x86 and my problems went away.  The Tech told me that the 32 bit version is more stable and they haven't had as many issues and told me that 3rd party apps integrate (like ACT! Contact management which I use) so I installed the x86 version and NOW WORD, EXCEL AND POWERPOINT ARE WORKING. 

    I need to get IE 11 x86 working but that isn't that important as I use Firefox as my main browser and Chrome secondarily.

    Not the greatest resolution but something didn't like the 64 bit version of Office when I did the 8.1 Update and Office updates yesterday.

    • Proposed as answer by Dizneeds Thursday, April 10, 2014 1:23 AM
    • Marked as answer by mollybot Thursday, April 10, 2014 8:43 AM
    • Unmarked as answer by mollybot Sunday, April 13, 2014 8:30 PM
    Thursday, April 10, 2014 1:23 AM
  • Thats great Dizneeds.  I also tried the 335.70 beta to no avail.

    Well at least now I know what I can do as a work around if a fix isn't forthcoming soon.

    Thanks Dizneeds.


    TechNet Notification of Forum Post

    Thursday, April 10, 2014 8:43 AM
  • hi, i was experiencing the same issue. found this post: https://forums.malwarebytes.org/index.php?showtopic=146097 ...solved my problem.

    it seems to be related with malwarebytes anti exploit, don't know if you have it installed but it exactly the same issue...if you disable protection or uninstall you'll be able to open word, excel, powerpoint and ie11.

    more info on: https://forums.malwarebytes.org/index.php?showtopic=146097

    hope it helps!

    best!

    PS: i try the "working" fixed version here https://forums.malwarebytes.org/index.php?showtopic=146368 but it's not working for me.

    • Marked as answer by mollybot Sunday, April 13, 2014 8:30 PM
    Sunday, April 13, 2014 4:57 PM
  • Thanks Franco IE is up and running again after disabling anti exploit. Will wait for the developer to write a fix.

    TechNet Notification of Forum Post


    • Edited by mollybot Sunday, April 13, 2014 8:33 PM
    Sunday, April 13, 2014 8:32 PM
  • Same here. Same Graphics Card.
    Tuesday, April 15, 2014 4:51 PM