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Word 2016 crashes when trying to open a file from a local webdav server in protected mode. RRS feed

  • Question

  • I have a local webdav server running under IIS (although we discovered the problem when running our own webdav server).  Starting last week ( and following an update to office ) Word crashes when we try to open a document directly from the webdav file system (by double clicking in explorer).  We can open the file(s) by copying them from webdav locally and then opening them in Word.

    Word seems to load the document from webdav - but then goes on to look for 2 dll's - AppVIsvStream32.dll  and c2r32.dll - after which Word (or some sub process/thread of it) crashes with the error 'Word experienced an error trying to open the file' and the document fails to load.  The main WinWord.exe process does, however, continue to run.

    Word will, however, load the same document directly from a sharepoint server that we have on our domain.


    Here is an excerpt from my local iis log :

    2015-11-09 12:37:16 ::1 OPTIONS /webdav/ - 80 - ::1 Microsoft+Office+Word+2014+(16.0.6001)+Windows+NT+10.0 - 401 2 5 0
    2015-11-09 12:37:16 ::1 OPTIONS /webdav/ - 80 GDS\mtomlinson ::1 Microsoft+Office+Word+2014+(16.0.6001)+Windows+NT+10.0 - 200 0 0 0
    2015-11-09 12:37:16 ::1 LOCK /webdav/test1_webdav.docx - 80 - ::1 Microsoft+Office+Word+2014+(16.0.6001)+Windows+NT+10.0 - 401 2 5 0
    2015-11-09 12:37:16 ::1 LOCK /webdav/test1_webdav.docx - 80 GDS\mtomlinson ::1 Microsoft+Office+Word+2014+(16.0.6001)+Windows+NT+10.0 - 200 0 0 0
    2015-11-09 12:37:16 ::1 GET /webdav/test1_webdav.docx - 80 - ::1 Microsoft+Office+Word+2014+(16.0.6001)+Windows+NT+10.0 - 401 2 5 0
    2015-11-09 12:37:16 ::1 GET /webdav/test1_webdav.docx - 80 GDS\mtomlinson ::1 Microsoft+Office+Word+2014+(16.0.6001)+Windows+NT+10.0 - 304 0 0 0
    2015-11-09 12:37:16 ::1 PROPFIND /webdav/test1_webdav.docx - 80 - ::1 Microsoft+Office+Word+2014+(16.0.6001)+Windows+NT+10.0 - 401 2 5 0
    2015-11-09 12:37:16 ::1 PROPFIND /webdav/test1_webdav.docx - 80 GDS\mtomlinson ::1 Microsoft+Office+Word+2014+(16.0.6001)+Windows+NT+10.0 - 207 0 0 0
    2015-11-09 12:37:16 ::1 UNLOCK /webdav/test1_webdav.docx - 80 - ::1 Microsoft+Office+Word+2014+(16.0.6001)+Windows+NT+10.0 - 401 2 5 15
    2015-11-09 12:37:16 ::1 UNLOCK /webdav/test1_webdav.docx - 80 GDS\mtomlinson ::1 Microsoft+Office+Word+2014+(16.0.6001)+Windows+NT+10.0 - 204 0 0 0
    2015-11-09 12:37:17 ::1 PROPFIND /webdav/AppVIsvStream32.dll - 80 GDS\mtomlinson ::1 Microsoft-WebDAV-MiniRedir/10.0.10240 - 404 0 2 0
    2015-11-09 12:37:17 ::1 PROPFIND /webdav/c2r32.dll - 80 GDS\mtomlinson ::1 Microsoft-WebDAV-MiniRedir/10.0.10240 - 404 0 2 0

    Does anyone have any experience with this - if so any help would be much appreciated.

    Regards

    Marc Tomlinson

    Monday, November 9, 2015 1:14 PM

Answers

  • Hi Marc,

    Did you try to clear cache? Please try to clear Microsoft Office WebDAV cache in registry. Microsoft Office reads WebDAV server options when connecting to server first time and stores them for later use. If your server settings has changed during development (or you just fixed some server issues) you may need to delete this settings. The Microsoft Office WebDAV cache is stored under the key:

    HKEY_CURRENT_USER\Software\Microsoft\Office\\Common\Internet\Server Cache\

    To clear cache just delete all keys under this key. In a development environment we suggest always clearing the cache if your WebDAV server class has changed or after authentication scheme has changed. As an alternative to deleting cache, you can just reconfigure your server to run on a different port.

    Note that in production environment usually you do not need to clear this cache or change port as soon as you server settings do not change often while Microsoft Office will re-request server options after some time.

    Important Follow the steps in this section carefully. Serious problems might occur if you modify the registry incorrectly. Before you modify it, back up the registry for restoration in case problems occur.

    Please refer to this article about how to back up and restore the registry in Windows:
    https://support.microsoft.com/en-us/kb/322756?wa=wsignin1.0

    Please try this method, hope it's helpful.

    Regards,

    Emi Zhang
    TechNet Community Support


    Please mark the reply as an answer if you find it is helpful.

    If you have feedback for TechNet Support, contact tnmff@microsoft.com.
    Thursday, November 12, 2015 1:30 AM

All replies

  • Hi Marc,

    Based on your description, did this issue only appear in Word?

    First please refer to this article about how to make Microsoft Office to Work with WebDAV Server:
    http://www.webdavsystem.com/server/documentation/ms_office_read_only/

    Please Note: Since the web site is not hosted by Microsoft, the link may change without notice. Microsoft does not guarantee the accuracy of this information.

    Please following these steps and check if your environment is correct.

    Then you can try these steps about troubleshooting Office file types fail to open from server:
    https://support.microsoft.com/en-us/kb/2123563

    The registry sub keys for Office 2016 is:
    HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Internet

    Important Follow the steps in this section carefully. Serious problems might occur if you modify the registry incorrectly. Before you modify it, back up the registry for restoration in case problems occur.
    Please refer to this article about how to back up and restore the registry in Windows:
    https://support.microsoft.com/en-us/kb/322756?wa=wsignin1.0

    Please refer to these articles first and then any updates please let me know.

    I'm glad to help and follow up your reply.

    Regards,

    Emi Zhang
    TechNet Community Support


    Please mark the reply as an answer if you find it is helpful.

    If you have feedback for TechNet Support, contact tnmff@microsoft.com.
    Tuesday, November 10, 2015 6:05 AM
  • Thanks for this - We'll work through them and let you know how we get on.
    Tuesday, November 10, 2015 9:58 AM
  • I've been through the links you suggested and, unfortunately none helped. 

    During testing I've found that ms word and powerpoint docs will not load - but excel spreadsheets will.  Not sure how relevant that is - but its all extra information.

    Thanks

    Marc

    Wednesday, November 11, 2015 11:25 AM
  • Hi Marc,

    Did you try to clear cache? Please try to clear Microsoft Office WebDAV cache in registry. Microsoft Office reads WebDAV server options when connecting to server first time and stores them for later use. If your server settings has changed during development (or you just fixed some server issues) you may need to delete this settings. The Microsoft Office WebDAV cache is stored under the key:

    HKEY_CURRENT_USER\Software\Microsoft\Office\\Common\Internet\Server Cache\

    To clear cache just delete all keys under this key. In a development environment we suggest always clearing the cache if your WebDAV server class has changed or after authentication scheme has changed. As an alternative to deleting cache, you can just reconfigure your server to run on a different port.

    Note that in production environment usually you do not need to clear this cache or change port as soon as you server settings do not change often while Microsoft Office will re-request server options after some time.

    Important Follow the steps in this section carefully. Serious problems might occur if you modify the registry incorrectly. Before you modify it, back up the registry for restoration in case problems occur.

    Please refer to this article about how to back up and restore the registry in Windows:
    https://support.microsoft.com/en-us/kb/322756?wa=wsignin1.0

    Please try this method, hope it's helpful.

    Regards,

    Emi Zhang
    TechNet Community Support


    Please mark the reply as an answer if you find it is helpful.

    If you have feedback for TechNet Support, contact tnmff@microsoft.com.
    Thursday, November 12, 2015 1:30 AM