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microsoft excel / word has stopped working

    Question

  • I have upgraded from office 2007 to Office 2013 on a windows 7 machine. Neither Excel nor Word closes cleanly, I get an error message saying "microsoft excel/word has stopped working.." and have two options "... search for a solution", which presumably doesn't fix the problem because the same error occurs the next time, or "Close the program" (all other office programs close ok). This happens even if I just open and close excel/word without opening a file. I have posted to the excel forum, they suggested disabling add-ons and repairing office. Neither worked and so they suggest posting here. Can you help please?
    Monday, March 18, 2013 11:36 AM

Answers

  • Hi David, I have a resolution that worked in my case, but I don't think you are going to like it!

    A library file (mso.dll) was corrupted on my pc. This file is accessed by excel, word and powerpoint (missed that one) when they close, and causes the error.

    I tried uninstalling first office 2013, then office 2007, and reinstalled office 2013.

    It made no difference, and so, with the help of an ms support guy, downloaded and reinstalled windows 7, downloaded and installed office2013. It took 12 hours in total, and you should have seen some of the hoops this guy was having to jump through, including editing the registry, installing ancillary programs, changing configs etc!

    I don't know if this would be necessary steps to install office normally, but, if it is (and judging by the amount of people who have reported problems), god knows how ms expect their customer's to do this!

    So, there you have it, I'm afraid it looks like it means: - uninstall office, reinstall windows (or factory reset your machine) and reinstall office.

    Or if you can't face doing that, the programs seem to still work, (even with the inconvenience of error messages and program restarts), so live with it and maybe ms will get around to fixing it via an update? ;o)

    • Marked as answer by Cmaruk Friday, March 29, 2013 10:17 AM
    Friday, March 29, 2013 10:05 AM

All replies

  • Hi,

    Check to see the Knowledge Base article “Office 2013 applications crash on launch at the splash screen” at:

    http://support.microsoft.com/kb/2813143

    Or see the Knowledge Base article Error: “Something went wrong and we can't sign you in right now” when trying to install Office 2013 at: 

    http://support.microsoft.com/kb/2811180/en-us/

    Also, do you have Abbyy Finereader installed on the PC? A number of people have reported that removing it overcomes problems with Office 2013. 

    Do you have Toshiba Book Reader installed on the PC?  It has been reported that uninstalling that brings Office back to working status.


    Jaynet Zhang
    TechNet Community Support

    Tuesday, March 19, 2013 3:04 AM
    Moderator
  • In answer to your questions: -

    "Check to see the Knowledge Base article “Office 2013 applications crash on launch at the splash screen” at:"

    I get the error on close, not launch.

    "Or see the Knowledge Base article Error: “Something went wrong and we can't sign you in right now” when trying to install Office 2013 at: "

    It is not a sign-in or installation issue.

    "Also, do you have Abbyy Finereader installed on the PC? Do you have Toshiba Book Reader installed on the PC?"

    No and no. I also have checked the add-ins and none are active. i.e. there are none that I can disable.

    "...  It has been reported that uninstalling that brings Office back to working status."

    Just a point, why would microsoft expect their customers to have to uninstall other programs and reduce functionality to enable their programs to work properly? This all worked fine under office 2007, the only difference I have (supposedly) upgraded to office 2013.

    Wednesday, March 20, 2013 8:33 PM
  • I am having the same problem.

    All my Office 2013 software stops working at close down - not at start up.

    I've tried running each piece of software in safe mode and the same error occurs.

    I have no active add-ins running and no add-ins are available for me to disable.

    I do not have Abby Finereader, Toshiba Book Reader or any of the other software in the various forum responses.

    I also have the "office telemetry agent has stopped working" error that is discussed elsewhere in the forums.

    My system was running fine until installing Office 2013, now I'm plagued with these errors constantly!

    Does anyone have an answer to this yet?

    Friday, March 29, 2013 8:37 AM
  • Hi David, I have a resolution that worked in my case, but I don't think you are going to like it!

    A library file (mso.dll) was corrupted on my pc. This file is accessed by excel, word and powerpoint (missed that one) when they close, and causes the error.

    I tried uninstalling first office 2013, then office 2007, and reinstalled office 2013.

    It made no difference, and so, with the help of an ms support guy, downloaded and reinstalled windows 7, downloaded and installed office2013. It took 12 hours in total, and you should have seen some of the hoops this guy was having to jump through, including editing the registry, installing ancillary programs, changing configs etc!

    I don't know if this would be necessary steps to install office normally, but, if it is (and judging by the amount of people who have reported problems), god knows how ms expect their customer's to do this!

    So, there you have it, I'm afraid it looks like it means: - uninstall office, reinstall windows (or factory reset your machine) and reinstall office.

    Or if you can't face doing that, the programs seem to still work, (even with the inconvenience of error messages and program restarts), so live with it and maybe ms will get around to fixing it via an update? ;o)

    • Marked as answer by Cmaruk Friday, March 29, 2013 10:17 AM
    Friday, March 29, 2013 10:05 AM
  • Thank you! My problem was the Abbyy Finereader that I installed with my new Epson printer. The issues with word must have stemmed from that. My issue was that I had Word 2013 open when I installed the software, I didn't Word until today. So I thought my problems were coming from something more recent. Thank you for your help!
    Tuesday, July 23, 2013 2:01 AM
  • Daniel, Thank you. I had wasted a good amount of hours trying to figure out why word & excel suddenly wouldn't work. I had installed my Epson SX535wd to my new windows 8 lap top and suddenly I couldn't access word or excel - not responding. I had checked Microsoft's site over and over, used their fixits until I decided to restore my pc to it's state before I had added the printer. I deleted and reinstalled office 2013 and it worked, I reinstalled the printer etc it stopped again. I read your experience of Abbyy and tried that. Immediately everything was fine. I only wonder what if any impact it will have when using my printer and why Microsoft and Epson don't make things clearer on their sites for IT basic people like myself, or create packages which are compatible. I know I can't have everything.
    Monday, December 02, 2013 2:25 PM