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Microsoft Word 2013 crashes documents that have comments and when track changes are visible RRS feed

  • Question

  • Hello,

    We have several users in our department who are having trouble with Microsoft Word in Office 2013 (Microsoft Office 365 ProPlus  - en-us).  When they open Word documents, both .docx and .doc, that have Comments and Track changes visible, word ends up crashing.  This is happening to more and more users.  Please see error report below:

    Problem signature:
    Problem Event Name: APPCRASH
    Application Name: WINWORD.EXE
    Application Version: 15.0.4763.1000
    Application Timestamp: 55f7faa1
    Fault Module Name: StackHash_882b
    Fault Module Version: 6.1.7601.19045
    Fault Module Timestamp: 56259295
    Exception Code: c0000374
    Exception Offset: 00000000000bffc2
    OS Version: 6.1.7601.2.1.0.256.4
    Locale ID: 1033
    Additional Information 1: 882b
    Additional Information 2: 882bdfe40811d5142d9e6c8287590db5
    Additional Information 3: f5a8
    Additional Information 4: f5a81081b6752f21e4a3e6964e7b1989

    All our users are using Windows 7 Enterprise, x64.  This is so far only affecting Office 2013 clients.  This is a huge inconvenience as it is limiting the functionality of entire departments.  Opening the documents in Word safe mode seems to work, but this is a temporary solution.  I am confident that this is not a corrupt document issue, because I created a brand new document and added random text  as comments and made some changes, and was able to replicate this on their machines.  Once we hide comments and track changes, as soon as the document opens it can be edited, however Tracking changes and adding comments is a critical part of their jobs.  As an update, I already tried both regular and online repair of Office, as well as an uninstall/reinstall.  I still get the same result.  Any suggestions would be greatly appreciated.

    Monday, November 16, 2015 4:44 PM

Answers

  • Hi,

    From your description,  >>Opening the documents in Word safe mode seems to work<<, I suppose that this issue might be caused by the add-ins or some third-party programs. I recommend We narrow down on the issue, by booting the computer in clean boot. To boot the computer in clean boot refer the link: http://support.microsoft.com/kb/929135

    If the issue does not persist after booting in clean boot state, then continue with the troubleshooting to check which application or software is causing the explorer to crash, you may continue with step 2 from the above link.

    Make sure you reset the computer to normal mode from step 7 after completing with troubleshooting.

    Then, the StackHash error occurs when DEP is invoked and has an issue with whatever application you’re trying to run (and there are several hundred out there that seem to give it fits). The error is related to Data Execution Prevention. We may follow the below steps:

    1. Open the Start menu and click Control Panel
    2. Browse to System Maintenance then System
    3. In the left panel, select Advanced System Settings from the available links
    4. You should now see the System Properties Window, which will have three sections. The top section is labeled Performance and has a Settings button. Click this button.
    5. Select the Data Execution Prevention tab.
    6. Select the option which reads Turn on DEP for all programs and services except those I select.
    7. Use the Browse button to locate the executable file for the application you were trying to start (Winword.exe) when you received the StackHash error, and click  Open to add it to your exceptions list.
    8. Click Apply or OK to commit your changes.

    I hope the above information helps. Reply with the result and I'll be glad to further assist you.

    Regards,

    George Zhao
    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 17, 2015 1:50 AM
    Moderator

All replies

  • Hi,

    From your description,  >>Opening the documents in Word safe mode seems to work<<, I suppose that this issue might be caused by the add-ins or some third-party programs. I recommend We narrow down on the issue, by booting the computer in clean boot. To boot the computer in clean boot refer the link: http://support.microsoft.com/kb/929135

    If the issue does not persist after booting in clean boot state, then continue with the troubleshooting to check which application or software is causing the explorer to crash, you may continue with step 2 from the above link.

    Make sure you reset the computer to normal mode from step 7 after completing with troubleshooting.

    Then, the StackHash error occurs when DEP is invoked and has an issue with whatever application you’re trying to run (and there are several hundred out there that seem to give it fits). The error is related to Data Execution Prevention. We may follow the below steps:

    1. Open the Start menu and click Control Panel
    2. Browse to System Maintenance then System
    3. In the left panel, select Advanced System Settings from the available links
    4. You should now see the System Properties Window, which will have three sections. The top section is labeled Performance and has a Settings button. Click this button.
    5. Select the Data Execution Prevention tab.
    6. Select the option which reads Turn on DEP for all programs and services except those I select.
    7. Use the Browse button to locate the executable file for the application you were trying to start (Winword.exe) when you received the StackHash error, and click  Open to add it to your exceptions list.
    8. Click Apply or OK to commit your changes.

    I hope the above information helps. Reply with the result and I'll be glad to further assist you.

    Regards,

    George Zhao
    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 17, 2015 1:50 AM
    Moderator
  • For step 7, it says "you can't set DEP attributes on 64-bit executable". What does this mean?
    Thursday, November 19, 2015 6:45 PM