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Word 2013 Pro plus different crashes cause suspended Winword process with no running threads RRS feed

  • Question

  • We religiously track Windows Application fault events in our environment.

    Recently we have noticed that when, Word 2013 x86 version (15.0.4823.1000, 15.0.4805.1001) running on Windows 8.1 x64,  crashes due to corrupted heap, we find suspended winword process that have no running threads.  the corrupte heap crashes are of the type  exception c0000374 in Ntdll.dll at offset 0x000e6054.  We have two different situations in which we can trigger a crash that will produce the corrupted heap.

    The problem is after the App crash the Windows Error Reporting service, attaches the WerFault.exe to the crashed process and saved the WER Dump file.  The problem is after this process is finished we are left with Winword.exe process that are in suspended state.  They are not visible in the TaskManager but they show-up in Procexp,  these process have no running threads and the End task or end task tree how no impact.  The only way to exit the suspended process is to log off the user session. 

    The suspended Winword.exe process cause problems when we re-launch a clean word, we have an add-in that detect's the suspended Winword and will not run.

    On a test machine we disabled the WER service and of course we no longer see suspended threads, this is not an option for us because stopping the WER service stops logging of all Application Fault event ID 1000 and Application hange 1001 entries from the Application log.

    We also tried to exclude Winword from the WER service by using  HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\ExcludedApplications.  The result is WER does not save any dumps for the crashing Winword process but it still attaches the crashing process.

    Any thoughts ?



    • Edited by naimco Wednesday, May 18, 2016 1:04 PM spelling mistakes
    Wednesday, May 18, 2016 12:52 PM

Answers

  • Have you tried repairing the Office installation (via Start > Windows Control Panel > Programs > Programs & Features > Microsoft Office (version) > Change > Repair)?

    I also note your reference to an addin. Have you tried running Word in safe mode (i.e. hold down the Ctrl key while starting Word). This disables all addins. If the crashes stop, a faulty addin is the most likely cause.


    Cheers
    Paul Edstein
    [MS MVP - Word]

    Thursday, May 19, 2016 2:26 AM

All replies

  • Have you tried repairing the Office installation (via Start > Windows Control Panel > Programs > Programs & Features > Microsoft Office (version) > Change > Repair)?

    I also note your reference to an addin. Have you tried running Word in safe mode (i.e. hold down the Ctrl key while starting Word). This disables all addins. If the crashes stop, a faulty addin is the most likely cause.


    Cheers
    Paul Edstein
    [MS MVP - Word]

    Thursday, May 19, 2016 2:26 AM
  • Hi,

    Please try Paul's suggestion to repair Office application and disable add-ins in safe mode. Confirm if the issue persists.

    If it doesn't work, please try the following settings:

    Open the registry, go to HKEY_CURRENT_USER\Software\Microsoft\Office\15.0\Common, then rename 'Common' as 'Common_Bad'. Then restart Word 2013 to have a try.

    Also try to logon this computer with a new account to confirm if the issue persists.


    Regards,

    Winnie Liang
    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, May 19, 2016 10:15 AM