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Word 2016 has 99% CPUs Usage on terminalserver RRS feed

  • Question

  • Hello, 

    Problem in one sentence:  at taskmgr at the Users-Tab I see that User2 has Word 10x open.
    But if I asked her, she said there is no open Word. 
    She had one Document open, but not 10x

    other details:

    1. Customer have performance Issues  in connection with MS Word 2016 and Windows 2016 Terminalserver. Word takes 99% CPU Usage
    2. the Client / Usergroup (arround 15 people) has 3-4x   extra 3rd Software for their Work on the TS-Server.  (e.g. ELO DMS System, ERP Software etc..)
    3. the 3rd Party has Connection with Word. (e.g. Addins, saving word-files via 3rd etc...)
    4. customer claims slow terminalserver, e.g.  typing on the Keyboard is slow (you type faster than the words appear on the screen)
    5. customer have one HP Hardwareserver with 14 VMs Vmware 6.5.  (both Terminalserver has 32 GB Memory, 8 virt. CPUs)  (TS Farm)

    Why is Word opened 10x times

    Thx, Best Regards


    Thx, Best Regards!

    Sunday, June 17, 2018 1:14 PM

All replies

  • Hi,

    What's the detailed Word version number? Click File > Account > About Word to check the version.

    Please confirm if the end-user opened any Word document linked to the third-party softwares and the Word instance is not closed correctly when you close Word window.

    In Word client side, I suggest you can try to stop all Word process, then use Word safe mode to open the same document, check if the high CPU usage or multiple Word process opened in Task Manager. To test in safe mode, please do:

    Press Win+R to open Run in Windows, type Winword /safe, press Enter. Then open the problematic documents. Any updates in your side, feel free to let us know.


    Best Regards,
    Winnie Liang


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    Monday, June 18, 2018 9:17 AM
  • Dear Winnie, 

    it is Version 2016  16.0.4266.1001 32bit

    >Please confirm if the end-user opened any Word document linked to the third-party softwares and the Word instance is not closed correctly when you close Word window.

    CONFIRM

    Word Opening is initiated from the third Party Programm, it is not possible to open it from there allways with safemodus.


    Wednesday, June 20, 2018 12:22 PM
  • Use Sysinternals Proces Explorer to see what this 10 times Word.exe is exactly doing and what document is opened with it, to troubleshoot it further.

    Alternatively, you could use FSRM (File System Resource Monitor) to limit the CPU usage Word.exe can claim on the Terminal Server. If the issue happens again, people do not have the impact of a slow Terminal Server.

    Friday, June 22, 2018 10:21 AM