none
"SDX Helper stopped working" on all Win7+Office365 clients RRS feed

  • Question

  • Problem:

    Since 2 days ago we are getting the error "Microsoft Office SDX Helper stopped working" on all of our Windows 7 clients which are using Office 365 Business.

    It does not appear on Win 7 clients with older Office versions and not on Win 10 clients as well.

    It seems like the error message comes up 2 times in a row. After that there's some pause and then it happens again, 24/7.

    Appearing mostly in Outlook, but sometimes in other Office software like Word, too, and even when not using the Office products.

    Solutions tried:

    Sadly there is not a lot of information about this online.

    I have tried to repair the installation via System Control > Deinstall Programs > Change > Full Repair (Online Repair) and I have aswell tried to completely deinstall and cleanly install again.

    Both solutions did not work, the error message even came up while the installer was still going.

    Error report in Event viewer:

    Name of the failed application: sdxhelper.exe, version: 16.0.12026.20264, timestamp: 0x5d8bdcc2
    Name of the faulty module: c2r32.dll_unloaded, version: 0.0.0.0, timestamp: 0x5d8bdd3b
    Exception code: 0xc0000005
    Error offset: 0x6ef521f6
    ID of the failed process: 0x1148
    Start time of the failed application: 0x01d57e85d094b698
    Path of the failed application: C: \ Program Files (x86) \ Microsoft Office \ root \ Office16 \ sdxhelper.exe
    Path of the failed module: c2r32.dll
    Report ID: 0f937398-ea79-11e9-8f65-08606ee77cf9

    I am looking forward to some info on how to fix this error.

    Wednesday, October 9, 2019 10:29 AM

All replies

  • Problem:

    Since 2 days ago we are getting the error "Microsoft Office SDX Helper stopped working" on all of our Windows 7 clients which are using Office 365 Business.

    It does not appear on Win 7 clients with older Office versions and not on Win 10 clients as well.

    It seems like the error message comes up 2 times in a row. After that there's some pause and then it happens again, 24/7.

    Appearing mostly in Outlook, but sometimes in other Office software like Word, too, and even when not using the Office products.

    Solutions tried:

    Sadly there is not a lot of information about this online.

    I have tried to repair the installation via System Control > Deinstall Programs > Change > Full Repair (Online Repair) and I have aswell tried to completely deinstall and cleanly install again.

    Both solutions did not work, the error message even came up while the installer was still going.

    Error report in Event viewer:

    Name of the failed application: sdxhelper.exe, version: 16.0.12026.20264, timestamp: 0x5d8bdcc2
    Name of the faulty module: c2r32.dll_unloaded, version: 0.0.0.0, timestamp: 0x5d8bdd3b
    Exception code: 0xc0000005
    Error offset: 0x6ef521f6
    ID of the failed process: 0x1148
    Start time of the failed application: 0x01d57e85d094b698
    Path of the failed application: C: \ Program Files (x86) \ Microsoft Office \ root \ Office16 \ sdxhelper.exe
    Path of the failed module: c2r32.dll
    Report ID: 0f937398-ea79-11e9-8f65-08606ee77cf9

    I am looking forward to some info on how to fix this error.

    Same problem since two days.

    All Windows 7 with O365 got the error "Microsoft Office SDX Helper stopped working"
    No messages on Windows 10 with O365
    Appearing mostly in Outlook, but on other Office Programs too.

    Solutions tried:

    - Classic Uninstall/Install O365 
    - Online repair
    - remove Office with the o15-ctremove.diagcab and reinstall

    None worked.

    Error report in Event viewer:

    Name of the failed application: sdxhelper.exe, version : 16.0.12026.20320, timestamp : 0x5d973a89
    Name of the faulty module : c2r32.dll_unloaded, version : 0.0.0.0, timestamp : 0x5d966119
    Exception code : 0xc0000005
    Error offset : 0x65f221f7
    ID of the failed process : 0x1704
    Start time of the failed application : 0x01d57e8dac832a06
    Path of the failed application : C:\Program Files (x86)\Microsoft Office\root\Office16\sdxhelper.exe
    Path of the failed module: c2r32.dll
    Report ID : 45d70646-ea81-11e9-9e9f-005056bbf34b
     

    • Edited by SI PCG Wednesday, October 9, 2019 11:22 AM
    Wednesday, October 9, 2019 11:14 AM
  • We are experiencing this exact same issue since October 4th.

    No rationale for cause or solution has been found. WE have nearly 400 computers which all began exhibiting this behavior. 

    Wednesday, October 9, 2019 3:38 PM
  • We have also been experiencing this error for a quite a few users over the last few days. These are all Windows 7 Pro 64bit systems running Office 2016.

    "Faulting application name: sdxhelper.exe, version: 16.0.12026.20320, time stamp: 0x5d973a89
    Faulting module name: c2r32.dll_unloaded, version: 0.0.0.0, time stamp: 0x5d966119
    Exception code: 0xc0000005
    Fault offset: 0x6586f6c2
    Faulting process id: 0x628
    Faulting application start time: 0x01d57ec43ad7f2e7
    Faulting application path: C:\Program Files (x86)\Microsoft Office\root\Office16\sdxhelper.exe
    Faulting module path: c2r32.dll
    Report Id: 79ed5b73-eab7-11e9-8a2f-64006a97b79f"


    Wednesday, October 9, 2019 8:34 PM
  • Hi,

    Could you provide the detail version number Office 365 you're using? Please go to File- Account and provide the information as shown in the following picture:

    Then please also confirm if you have installed any updates for Windows recently.

    Please provide the information here, I'm glad to help you.

    Regards,

    Emi Zhang


    Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Office 2019.

    Thursday, October 10, 2019 2:54 AM
    Moderator
  • Sadly I can not post images yet.

    I just looked it up for 3 clients, all are on the same Office version

    - Subscription Product, Microsoft Office 365 Business, Version 1909 (Build 12026.20264 Click and go, Monthly Channel)

    Following are the recent Windows updates:

    -  Update for Microsoft .NET Framework 4.7.2 on 08.10.2019

    - Security update for Microsoft Windows (KB4524157) on 09.10.2019

    - Security update for Microsoft Windows (KB4524135) on 09.10.2019

    As already mentioned this problem already existed before the Windows updates though.


    • Edited by TStechnet Thursday, October 10, 2019 6:39 AM
    Thursday, October 10, 2019 6:38 AM
  • Hi Emi,

    Here are mine.

    Sorry I can't post pics or links. (MSDN Account not verified)

    Subscription Product : Microsoft Office 365 ProPlus
    Version : 1909 (build 12026.20320 Click-to-Run) Monthly Channel 

    Regarding the updates, nothing is installed since August 28 on one of the posts and there is also the error.

    Regards,
    SI PCG

    Thursday, October 10, 2019 6:49 AM
  • Hi Emi,

    Here are mine.

    Sorry I can't post pics or links. (MSDN Account not verified)

    Subscription Product : Microsoft Office 365 ProPlus
    Version : 1909 (build 12026.20320 Click-to-Run) Monthly Channel 

    Regarding the updates, nothing is installed since August 28 on one of the posts and there is also the error.

    Regards,
    SI PCG

    Same Version here with same problem.  Happened suddenly with 4 machines on our network.  All Windows SP1 and same office 365 version as quoted directly above.

    Friday, October 11, 2019 1:32 PM
  • We are experiencing the same issue. Started sometime this week on all of our Windows 7 workstations. 

    Subscription Product
    Microsoft Office 365 Business
    Version 1909 (Build 12026.20320 Click-to-Run)
    Monthly Channel

    We're also seeing it on Version 1909 (Build 12026.20264 Click-to-Run) Monthly Channel
    • Edited by qwerty545 Friday, October 11, 2019 6:16 PM
    Friday, October 11, 2019 5:53 PM
  • Same issue for us. Started this week.  Windows 7 and same version of office 365 with monthly channel
    Friday, October 11, 2019 6:16 PM
  • Same issue has started to appear in our estate
    Monday, October 14, 2019 9:41 AM
  • We are also experiencing this issue. Microsoft whats going on?
    Monday, October 14, 2019 12:24 PM
  • Having similar issues on Win7 OS devices.
    Monday, October 14, 2019 12:43 PM
  • I believe I was able to resolve the issue for us...

    1) I ran Revo Unistaller (portable for what its worth). Used it to uninstall O365.

    2) Once that completes I ran an Advance Scan.

    3) When it displays its results I deleted all (one screen for Registry entries and the other is left over files).

    I did this over 24 hours ago and haven't seen it again. Unfortunately, this doesn't help those with massive number of Win7 machines but its at least a start.

    • Proposed as answer by Blitzkrieg989 Tuesday, October 15, 2019 6:00 PM
    Tuesday, October 15, 2019 6:00 PM