Microsoft word crashing


  • Hi

    I have a clients machine, its an IBM with windows 8 pro, it had office 2010 pro, and I have now installed office 2013 trial version to test,

    So heres the problem, at random times the client says the word program crashes and says "microsoft word is trying to recover your information"

    I have re-installed office 2010, ran all SP's, all windows updates, done SFC /scannow where it came up with "windows resource protection found corrupt files" but unable to repair, 

    I also disabled all add-ins, changed Anti-virus from Kaspesky endpoint 10 to AVG free to test, and have also checked event viewer, heres the error in event viewer,

    I had the users machine a few weeks back saved over 60 files, none crashed, and then one morning while testing it crashed the first document,

    the user also had visio 2003 installed that kept crashing and I installed visio 2013 as the program was not compatable with windows 8, but still word keeps crashing, please help.

    og Name:      Application
    Source:        Application Error
    Date:          2013/09/16 03:16:59 PM
    Event ID:      1000
    Task Category: (100)
    Level:         Error
    Keywords:      Classic
    User:          N/A
    Computer:      think230.POAA.LOCAL
    Faulting application name: WINWORD.EXE, version: 15.0.4535.1000, time stamp: 0x51de7009
    Faulting module name: MSONSEXT.DLL, version: 11.0.5510.0, time stamp: 0x3f0e5c3f
    Exception code: 0xc0000005
    Fault offset: 0x00052b57
    Faulting process id: 0xe70
    Faulting application start time: 0x01ceb2d642836a4a
    Faulting application path: C:\Program Files (x86)\Microsoft Office\Office15\WINWORD.EXE
    Faulting module path: C:\PROGRA~2\COMMON~1\MICROS~1\WEBFOL~1\MSONSEXT.DLL
    Report Id: 43c4d1d3-1ed2-11e3-bea1-3c970e6b15e5
    Faulting package full name: 
    Faulting package-relative application ID: 
    Event Xml:
    <Event xmlns="">
        <Provider Name="Application Error" />
        <EventID Qualifiers="0">1000</EventID>
        <TimeCreated SystemTime="2013-09-16T13:16:59.000000000Z" />
        <Security />
        <Data>C:\Program Files (x86)\Microsoft Office\Office15\WINWORD.EXE</Data>

    Tuesday, September 17, 2013 12:50 PM


All replies

  • Hi

    Such problems usually have one of several causes:

    1. Corrupted normal.dotm file.

    2. Corrupted Data key in the registry.

    3. An interfering add-in.

    4. Corrupted Windows User profile.

    5. A damaged installation.

    Try following methods to see if it helps:

    1.Rename normal.dotm file. To find the normal.dotm file, search by typing the exact name of the file. After renamed, once you restart Office programs, a new one will automatically created.

    2.Refer to the article below to see how to reset user options and registry settings in Word:

    3.Start Word in safe mode: Win+R>winword /safe

    4.See the following article on how to fix a corrupted user profile


    Tylor Wang
    TechNet Community Support

    Wednesday, September 18, 2013 7:02 PM
  • Hi,

    first, greetings from Austria!

    I have a similar Problem. Fujitsu Notebook with Windows 8 Pro, fresh Installation. Installed Office 2010, Visio 2003 (Outlook not installed)

    When opening a document in Word, Excel, Powerpoint (open, or take one from recent-list) the Programm crashes.

    Here the eventlog:

    Protokollname: Application
    Quelle:        Application Error
    Datum:         11.11.2013 10:50:49
    Ereignis-ID:   1000
    Ebene:         Fehler
    Benutzer:      Nicht zutreffend
    Name der fehlerhaften Anwendung: WINWORD.EXE, Version: 14.0.7106.5001, Zeitstempel: 0x520b3934
    Name des fehlerhaften Moduls: MSONSEXT.DLL, Version: 11.0.5510.0, Zeitstempel: 0x3f0e5c3f
    Ausnahmecode: 0xc0000005
    Fehleroffset: 0x00052b57
    ID des fehlerhaften Prozesses: 0x144
    Startzeit der fehlerhaften Anwendung: 0x01cedec37c36b0a8
    Pfad der fehlerhaften Anwendung: C:\Program Files (x86)\Microsoft Office\Office14\WINWORD.EXE
    Pfad des fehlerhaften Moduls: C:\PROGRA~2\COMMON~1\MICROS~1\WEBFOL~1\MSONSEXT.DLL
    Berichtskennung: be459b45-4ab6-11e3-be79-b4b6761a5256
    Vollständiger Name des fehlerhaften Pakets:
    Anwendungs-ID, die relativ zum fehlerhaften Paket ist:
    <Event xmlns="">
        <Provider Name="Application Error" />
        <EventID Qualifiers="0">1000</EventID>
        <TimeCreated SystemTime="2013-11-11T09:50:49.000000000Z" />
        <Security />
        <Data>C:\Program Files (x86)\Microsoft Office\Office14\WINWORD.EXE</Data>

    Did you find a solution?

    Thanks in advance for your appreciated help.


    lg Andy

    Monday, November 11, 2013 10:56 AM
  • Hello all,

    I would like to ask you if you resolved an issue with "C:\PROGRA~2\COMMON~1\MICROS~1\WEBFOL~1\MSONSEXT.DLL" ?

    I have similar issue.

    I had installed MS Office XP on my computer.
    I uninstalled it and installed MS Office 2010.

    Now I have some issues with Excel and Word application crashes.

    I found that at all problematic computers where MS Office XP (2002) was uninstalled are still files like this "C:\PROGRA~2\COMMON~1\MICROS~1\WEBFOL~1\MSONSEXT.DLL" and more which came with installation of MS Office XP(2002).

    When I install clear Windows 7 PC and install only MS Office 2010 there is no problem.
       File "C:\PROGRA~2\COMMON~1\MICROS~1\WEBFOL~1\MSONSEXT.DLL" is not there.
       But it is not possible to reinstall all computers in our company.

    Do you have any information how to completely right uninstall MS Office XP (2002) ?
    I tried it again with original installer from Office XP but it is still the same.

    Thank you very much for your advice

    Thursday, October 8, 2015 9:12 AM
  • If you're seeing this on May 12 - May 14th 2018. Please check the following article related. Delete 4 registry keys related to licensing / experimental.

    • Edited by Josh.m83 Monday, May 14, 2018 4:46 PM
    Monday, May 14, 2018 4:45 PM