locked
Word 2013 crashes RRS feed

  • Question

  • Hi,

    Word 2013 crashes when opening a certain document, but it can be opened using office 2010 and other word 2013 installed on my computer.  Already tried running on safe mode and opening the said file but still it crashes; tried other suggestions like replacing the normal.* (I can't remember the exact filename), tweaking/changing some registry keys, disable "hardware" (video card), disabling/removing anti-virus, removing add-ons, changing default printer, renaming the file to .rtf, html, doc, etc. etc., copying contents to a new one but still crashes.  Also uninstalled/reinstalled office 2013 pro plus but still it doesn't work. This behavior happens on multiple computers (I can open the said file in my pc with office 2013 installed); even local admin and domain admins cannot open the said file-word 2013 crashes, already did a windows update, installed latest office 2013/word 2013 update but still crashes

    Thanks,

    Jhay

    Tuesday, February 4, 2014 3:04 AM

Answers

  • I see that in this log you try load addins like GROOVEEX.

    Would you run word /a swith and off all of them?


    Oskar Shon, Office System MVP - www.VBATools.pl
    if Helpful; Answer when a problem solved

    • Marked as answer by George123345 Thursday, February 27, 2014 12:28 PM
    Thursday, February 6, 2014 9:41 AM

All replies

  • If you right click and run as an administrator does it work?
    • Proposed as answer by IniykFrost Tuesday, September 6, 2016 2:13 AM
    Tuesday, February 4, 2014 4:34 AM
  • not too
    Tuesday, February 4, 2014 4:59 AM
  • Check open Word holding CTRL button (open in safe mode). If you done, turn off all adds in developer tab. Should it work. IF do not use Fix to complete uninstall Office and then install it one more.

    Oskar Shon, Office System MVP - www.VBATools.pl
    if Helpful; Answer when a problem solved

    Tuesday, February 4, 2014 8:33 AM
  • Hi,

    Word 2013 may crash with the PowerWord add-in installed:

    http://support.microsoft.com/kb/2810534

    Then, please try to collect app crash dump file for further research: 

    First enable app crash dump collection by copying following words into notepad, saving it as dump.reg and importing it:
    Windows Registry Editor Version 5.00
    [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\localdumps\Winword.exe]
    "DumpFolder"=hex(2):63,00,3a,00,5c,00,63,00,72,00,61,00,73,00,68,00,64,00,75,\
      00,6d,00,70,00,73,00,00,00
    "DumpCount"=dword:00000010
    "DumpType"=dword:00000001
    "CustomDumpFlags"=dword:00000000
    Once word crashes again, please find the crashdump file under c:\ (file:///c:/).

    More reference:

    http://support.microsoft.com/kb/921541

    Regards,

    George Zhao
    TechNet Community Support



    Wednesday, February 5, 2014 3:48 AM
  • @Oscar,

    It didn't work either, I've also used other installers and also the manual removal of the office 2013.  From what I noticed is if I'm going to open the document as read-only, it will open (it doesn't include the headers and footers) but when I'm going to enable the "edit", the word 2013 crashes.

    Thanks,

    Jhay

    Wednesday, February 5, 2014 3:58 AM
  • Jhay, That happens only when you open Word doc form Email or net workspace? or the same from local my document folder?

    Did you try open Word in Safe mode?


    Oskar Shon, Office System MVP - www.VBATools.pl
    if Helpful; Answer when a problem solved

    Wednesday, February 5, 2014 12:32 PM
  • @Oscar,

    1. Open in safe mode > open the file > word 2013 crashes (not in email, but file is saved in desktop or network drive)

    2. Open word in normal mode > open the file as read-only > file opens without the headers/footers

    3. Open word in normal mode > open the file normally > word 2013 crashes

    4. Double-click the file from the desktop > word 2013 crashes (then when I close the error, and opened word 2013, it crashes and I'm not opening the file yet, close the error message then open again the word 2013 and it runs ok;)

    Wednesday, February 5, 2014 10:46 PM
  • One more try:

    Switches = try run Word using switch /a

    Template = try to kill or move Normal.dot file

    Menu settings = http://support.microsoft.com/kb/212242 make key copy before edit


    Oskar Shon, Office System MVP - www.VBATools.pl
    if Helpful; Answer when a problem solved

    Wednesday, February 5, 2014 11:25 PM
  • @George

    There's no Power add-on key, already did those things in KB you've provided, for the dump file it's not working, can't find the said file

    Thanks,

    Jhay

    Thursday, February 6, 2014 2:15 AM
  • The appcrash report:

    Version=1
    EventType=BEX
    EventTime=130361360455942632
    ReportType=2
    Consent=1
    UploadTime=130361360456566632
    ReportIdentifier=b413eb69-8eea-11e3-9689-c89cdc29a8fc
    IntegratorReportIdentifier=b413eb68-8eea-11e3-9689-c89cdc29a8fc
    WOW64=1
    Response.BucketId=4458443
    Response.BucketTable=19
    Response.type=4
    Sig[0].Name=Application Name
    Sig[0].Value=WINWORD.EXE
    Sig[1].Name=Application Version
    Sig[1].Value=15.0.4551.1509
    Sig[2].Name=Application Timestamp
    Sig[2].Value=528210eb
    Sig[3].Name=Fault Module Name
    Sig[3].Value=unknown
    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=00000003
    Sig[7].Name=Exception Code
    Sig[7].Value=c0000005
    Sig[8].Name=Exception Data
    Sig[8].Value=00000008
    DynamicSig[1].Name=OS Version
    DynamicSig[1].Value=6.1.7601.2.1.0.256.48
    DynamicSig[2].Name=Locale ID
    DynamicSig[2].Value=3081
    UI[2]=C:\Program Files (x86)\Microsoft Office\Office15\WINWORD.EXE
    UI[3]=Microsoft Word has stopped working
    UI[4]=Windows can check online for a solution to the problem and try to recover your information.
    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 (x86)\Microsoft Office\Office15\WINWORD.EXE
    LoadedModule[1]=C:\Windows\SysWOW64\ntdll.dll
    LoadedModule[2]=C:\Windows\syswow64\kernel32.dll
    LoadedModule[3]=C:\Windows\syswow64\KERNELBASE.dll
    LoadedModule[4]=C:\Windows\system32\MSVCR100.dll
    LoadedModule[5]=C:\Program Files (x86)\Microsoft Office\Office15\wwlib.dll
    LoadedModule[6]=C:\Windows\syswow64\ADVAPI32.dll
    LoadedModule[7]=C:\Windows\syswow64\msvcrt.dll
    LoadedModule[8]=C:\Windows\SysWOW64\sechost.dll
    LoadedModule[9]=C:\Windows\syswow64\RPCRT4.dll
    LoadedModule[10]=C:\Windows\syswow64\SspiCli.dll
    LoadedModule[11]=C:\Windows\syswow64\CRYPTBASE.dll
    LoadedModule[12]=C:\Windows\syswow64\GDI32.dll
    LoadedModule[13]=C:\Windows\syswow64\USER32.dll
    LoadedModule[14]=C:\Windows\syswow64\LPK.dll
    LoadedModule[15]=C:\Windows\syswow64\USP10.dll
    LoadedModule[16]=C:\Windows\WinSxS\x86_microsoft.windows.gdiplus_6595b64144ccf1df_1.1.7601.18120_none_72d2e82386681b36\gdiplus.dll
    LoadedModule[17]=C:\Windows\syswow64\ole32.dll
    LoadedModule[18]=C:\Windows\syswow64\OLEAUT32.dll
    LoadedModule[19]=C:\Program Files (x86)\Microsoft Office\Office15\oart.dll
    LoadedModule[20]=C:\Windows\system32\MSVCP100.dll
    LoadedModule[21]=C:\Windows\system32\d2d1.dll
    LoadedModule[22]=C:\Windows\system32\IMM32.DLL
    LoadedModule[23]=C:\Windows\syswow64\MSCTF.dll
    LoadedModule[24]=C:\Program Files (x86)\Common Files\Microsoft Shared\Office15\mso.dll
    LoadedModule[25]=C:\Windows\system32\MSIMG32.dll
    LoadedModule[26]=C:\Windows\system32\WTSAPI32.dll
    LoadedModule[27]=C:\Windows\system32\WINSTA.dll
    LoadedModule[28]=C:\Windows\system32\msi.dll
    LoadedModule[29]=C:\Windows\syswow64\SHLWAPI.dll
    LoadedModule[30]=C:\Windows\WinSxS\x86_microsoft.windows.common-controls_6595b64144ccf1df_6.0.7601.17514_none_41e6975e2bd6f2b2\Comctl32.dll
    LoadedModule[31]=C:\Program Files (x86)\Common Files\Microsoft Shared\OFFICE15\MSPTLS.DLL
    LoadedModule[32]=C:\Windows\syswow64\SHELL32.dll
    LoadedModule[33]=C:\Windows\system32\profapi.dll
    LoadedModule[34]=C:\Windows\system32\UxTheme.dll
    LoadedModule[35]=C:\Windows\system32\d3d10_1.dll
    LoadedModule[36]=C:\Windows\system32\d3d10_1core.dll
    LoadedModule[37]=C:\Windows\system32\dxgi.dll
    LoadedModule[38]=C:\Windows\system32\VERSION.dll
    LoadedModule[39]=C:\Windows\system32\dwmapi.dll
    LoadedModule[40]=C:\Windows\syswow64\PSAPI.DLL
    LoadedModule[41]=C:\Windows\system32\D3D10Warp.dll
    LoadedModule[42]=C:\Windows\syswow64\WINTRUST.dll
    LoadedModule[43]=C:\Windows\syswow64\CRYPT32.dll
    LoadedModule[44]=C:\Windows\syswow64\MSASN1.dll
    LoadedModule[45]=C:\Windows\system32\d3d11.dll
    LoadedModule[46]=C:\Windows\system32\WindowsCodecs.dll
    LoadedModule[47]=C:\Windows\system32\DWrite.dll
    LoadedModule[48]=C:\Windows\system32\mscoree.dll
    LoadedModule[49]=C:\Windows\Microsoft.NET\Framework\v4.0.30319\mscoreei.dll
    LoadedModule[50]=C:\Windows\syswow64\CLBCatQ.DLL
    LoadedModule[51]=C:\Windows\System32\netprofm.dll
    LoadedModule[52]=C:\Windows\syswow64\NSI.dll
    LoadedModule[53]=C:\Windows\System32\nlaapi.dll
    LoadedModule[54]=C:\Windows\system32\CRYPTSP.dll
    LoadedModule[55]=C:\Windows\syswow64\WS2_32.dll
    LoadedModule[56]=C:\Windows\system32\rsaenh.dll
    LoadedModule[57]=C:\Windows\system32\RpcRtRemote.dll
    LoadedModule[58]=C:\Windows\System32\npmproxy.dll
    LoadedModule[59]=C:\Program Files (x86)\Common Files\Microsoft Shared\Office15\riched20.dll
    LoadedModule[60]=C:\Program Files (x86)\Common Files\Microsoft Shared\OfficeSoftwareProtectionPlatform\osppc.dll
    LoadedModule[61]=C:\Windows\system32\WINSPOOL.DRV
    LoadedModule[62]=C:\Windows\syswow64\SETUPAPI.dll
    LoadedModule[63]=C:\Windows\syswow64\CFGMGR32.dll
    LoadedModule[64]=C:\Windows\syswow64\DEVOBJ.dll
    LoadedModule[65]=C:\Windows\system32\propsys.dll
    LoadedModule[66]=C:\Windows\system32\ntmarta.dll
    LoadedModule[67]=C:\Windows\syswow64\WLDAP32.dll
    LoadedModule[68]=C:\Windows\system32\webservices.dll
    LoadedModule[69]=C:\Windows\System32\msxml6.dll
    LoadedModule[70]=C:\Windows\system32\bcrypt.dll
    LoadedModule[71]=C:\Windows\SysWOW64\bcryptprimitives.dll
    LoadedModule[72]=C:\Windows\system32\XmlLite.dll
    LoadedModule[73]=C:\Program Files (x86)\Microsoft Office\Office15\msproof7.dll
    LoadedModule[74]=C:\Windows\syswow64\Normaliz.dll
    LoadedModule[75]=C:\Windows\system32\WINHTTP.dll
    LoadedModule[76]=C:\Windows\system32\webio.dll
    LoadedModule[77]=C:\Windows\system32\IPHLPAPI.DLL
    LoadedModule[78]=C:\Windows\system32\WINNSI.DLL
    LoadedModule[79]=C:\Windows\system32\dhcpcsvc6.DLL
    LoadedModule[80]=C:\Windows\system32\dhcpcsvc.DLL
    LoadedModule[81]=C:\Windows\system32\credssp.dll
    LoadedModule[82]=C:\Windows\system32\mswsock.dll
    LoadedModule[83]=C:\Windows\System32\wshtcpip.dll
    LoadedModule[84]=C:\Windows\System32\wship6.dll
    LoadedModule[85]=C:\Windows\system32\DNSAPI.dll
    LoadedModule[86]=C:\Program Files (x86)\Bonjour\mdnsNSP.dll
    LoadedModule[87]=C:\Program Files (x86)\Common Files\Microsoft Shared\Windows Live\WLIDNSP.DLL
    LoadedModule[88]=C:\Windows\system32\rasadhlp.dll
    LoadedModule[89]=C:\Windows\System32\fwpuclnt.dll
    LoadedModule[90]=C:\Windows\system32\apphelp.dll
    LoadedModule[91]=C:\PROGRA~2\MICROS~4\Office15\GROOVEEX.DLL
    LoadedModule[92]=C:\Windows\system32\ATL100.DLL
    LoadedModule[93]=C:\PROGRA~2\MICROS~4\Office15\1033\GrooveIntlResource.dll
    LoadedModule[94]=C:\Windows\system32\EhStorShell.dll
    LoadedModule[95]=C:\Windows\system32\ntshrui.dll
    LoadedModule[96]=C:\Windows\system32\srvcli.dll
    LoadedModule[97]=C:\Windows\system32\cscapi.dll
    LoadedModule[98]=C:\Windows\system32\slc.dll
    LoadedModule[99]=C:\Program Files (x86)\Microsoft Office\OFFICE15\PROOF\1033\MSGR3EN.DLL
    LoadedModule[100]=C:\Windows\system32\SXS.DLL
    LoadedModule[101]=C:\Windows\system32\NETAPI32.dll
    LoadedModule[102]=C:\Windows\system32\netutils.dll
    LoadedModule[103]=C:\Windows\system32\wkscli.dll
    LoadedModule[104]=C:\Windows\system32\DAVHLPR.DLL
    LoadedModule[105]=C:\Windows\system32\DavClnt.DLL
    LoadedModule[106]=C:\Windows\System32\comdlg32.dll
    LoadedModule[107]=C:\Program Files (x86)\Common Files\Microsoft Shared\OFFICE15\WXPNSE.DLL
    LoadedModule[108]=C:\Program Files (x86)\Common Files\microsoft shared\ink\tiptsf.dll
    LoadedModule[109]=C:\Windows\system32\explorerframe.dll
    LoadedModule[110]=C:\Windows\system32\DUser.dll
    LoadedModule[111]=C:\Windows\system32\DUI70.dll
    LoadedModule[112]=C:\Windows\system32\msls31.dll
    LoadedModule[113]=C:\Windows\System32\StructuredQuery.dll
    LoadedModule[114]=C:\Windows\System32\Secur32.dll
    LoadedModule[115]=C:\Windows\SysWOW64\actxprxy.dll
    LoadedModule[116]=C:\Program Files (x86)\Internet Explorer\ieproxy.dll
    LoadedModule[117]=C:\Windows\SysWOW64\thumbcache.dll
    LoadedModule[118]=C:\Windows\system32\SHDOCVW.dll
    LoadedModule[119]=C:\Windows\system32\ieframe.DLL
    LoadedModule[120]=C:\Windows\system32\OLEACC.dll
    LoadedModule[121]=C:\Windows\syswow64\iertutil.dll
    LoadedModule[122]=C:\Windows\system32\SearchFolder.dll
    LoadedModule[123]=C:\Windows\system32\MPR.dll
    LoadedModule[124]=C:\Windows\System32\drprov.dll
    LoadedModule[125]=C:\Windows\System32\ntlanman.dll
    LoadedModule[126]=C:\Windows\system32\LINKINFO.dll
    LoadedModule[127]=C:\Windows\system32\NetworkExplorer.dll
    LoadedModule[128]=C:\Windows\system32\WINMM.dll
    LoadedModule[129]=C:\Windows\system32\PortableDeviceApi.dll
    LoadedModule[130]=C:\Windows\system32\PortableDeviceTypes.dll
    LoadedModule[131]=C:\Windows\system32\EhStorAPI.dll
    LoadedModule[132]=C:\Program Files (x86)\Microsoft Office\Office15\IEAWSDC.DLL
    LoadedModule[133]=C:\Windows\system32\ncrypt.dll
    LoadedModule[134]=C:\Windows\system32\Cabinet.dll
    LoadedModule[135]=C:\Windows\system32\DEVRTL.dll
    LoadedModule[136]=C:\Windows\SysWOW64\urlmon.dll
    LoadedModule[137]=C:\Windows\syswow64\WININET.dll
    LoadedModule[138]=C:\Windows\system32\UIAutomationCore.DLL
    LoadedModule[139]=C:\Windows\system32\hlink.dll
    Sec[0].Key=LCID
    Sec[0].Value=1033
    Sec[1].Key=skulcid
    Sec[1].Value=1033
    State[0].Key=Transport.DoneStage1
    State[0].Value=1
    FriendlyEventName=Stopped working
    ConsentKey=BEX
    AppName=Microsoft Word
    AppPath=C:\Program Files (x86)\Microsoft Office\Office15\WINWORD.EXE

    Thursday, February 6, 2014 5:54 AM
  • I see that in this log you try load addins like GROOVEEX.

    Would you run word /a swith and off all of them?


    Oskar Shon, Office System MVP - www.VBATools.pl
    if Helpful; Answer when a problem solved

    • Marked as answer by George123345 Thursday, February 27, 2014 12:28 PM
    Thursday, February 6, 2014 9:41 AM
  • I'm having this same problem.  When I get a word doc that has been edited by my partner, who has latest version of MAC OS and Latest Word on Mac, when i open the file that he has edited.  I get this same behavior.  I've opened word in safe mode (no add-ins) and when i open, protected view displays, when I click enable editing, word crashes, tries to recover, but can't.  The error I get is similar to the above:

    Problem signature:

      Problem Event Name: BEX
      Application Name: WINWORD.EXE
      Application Version: 15.0.4551.1509
      Application Timestamp: 528210eb
      Fault Module Name: unknown
      Fault Module Version: 0.0.0.0
      Fault Module Timestamp: 00000000
      Exception Offset: 21006900
      Exception Code: c0000005
      Exception Data: 00000008
      OS Version: 6.1.7601.2.1.0.256.1
      Locale ID: 1033

    Additional information about the problem:
      LCID: 1033
      skulcid: 1033

    This is critically annoying.  I'm about to go back to Office 2010...

    Friday, March 14, 2014 4:17 PM
  • I'm running Office 2013 on Windows 7.0 64-bit with zero add-ons.

    It crashes at random. I have renamed the Normal.dot template.

    This is at the point where it's entirely unreliable.

    Friday, April 25, 2014 10:28 PM