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Random Excel 2013 Crashes on a Shared workbook. RRS feed

  • Question

  • Hello Everyone!

      I have an excel workbook that a single user consistently crashes on starting two weeks ago.  The file in question resides on our servers: it is also linked to a few other excel files.  We have had very little change in hardware.  Lightning took out a switch and left one partially functioning and it threw high latency - I attributed the change to this.  We've replaced the switch and our latency issues stopped but the crashing has not.

      The crashes are random, and do not occur with any ability to reproduce the results.  I found a similar post regarding this issue circa Feb 2014 here as well and followed every step I could there.

      What I have done:

      - Removed access users from being active.

      - Ensured Symantec End Point isn't interfering with Excel.

      - Removed COM add-ins (User stated start up of worksheet was noticeably faster - Hopefully this will have fixed it)

      - Repaired/reinstalled Excel.

      - Ensured good connectivity between the server and the user.

      - This file was created within the last 6 months, so it is not an old 2003/2007/2010 file.

      - I haven't remade the user yet, I just started here and don't have full admin rights yet.

      - I'm unsure if Excel recovers eventually.  If it happens again today, I'll give that a shot.

      - I don't have event logs.

    Tuesday, June 16, 2015 1:27 PM

All replies

  • Hi G. Cole,

    Based on your description, you have tried several methods to solve this crash issue.  And I need to ask several questions about your issue.

    1. Did you get any error messages when the excel crash?
    2. You said “a single user“, did you mean only one user get this issue?
    3. If this issue only appeared in a particular excel file but not all excel files?

    Then I suggest you try these methods, first if this issue only appeared in a particular file, this issue might be caused by a damaged file. Please try to repair this file, please follow these steps:

    1. Click File > Open.
    2. Click the location and folder that contains the corrupted workbook.
    3. In the Open dialog box, select the corrupted workbook.
    4. Click the arrow next to the Open button, and then click Open and Repair.
    5. To recover as much of the workbook data as possible, pick Repair.

    If Repair isn’t able to recover your data, pick Extract Data to extract values and formulas from the workbook.

    Note: please back up this file before repairing it.

    If this issue appeared with pop-up error message, I suggest you provide the whole pop-up error message. Then you could collect the event log and provide us with the whole error messages of event log.

    Steps of collecting event log:

    Open Event Viewer to check whether there's any error about the Excel/Word crash issue.

    Press Win + R, type "eventvwr" in the blank box, press Enter. In the Event Viewer, browse to Windows Logs -> Application, there may be some errors after the crash.

    Please try to collect this event log and post the whole event log message here. I can get more information about your issue from this message and help you solve it.

    If you wonder to post a screenshot but you have no verified to post the screenshot, I suggest you upload the screenshot via OneDrive.

    Or you could send this screenshot to our email address:

    ibsofc@microsoft.com I'd like to help you check it.

    Please Note: The email subject you should use the URL or the Title Name of your case.

    Please try these methods and I’m glad to help and follow up your reply.

    Regards,

    George Zhao
    TechNet Community Support


    It's recommended to download and install Configuration Analyzer Tool (OffCAT), which is developed by Microsoft Support teams. Once the tool is installed, you can run it at any time to scan for hundreds of known issues in Office programs.

    Please remember to mark the replies as answers if they help, and unmark the answers if they provide no help. If you have feedback for TechNet Support, contact tnmff@microsoft.com.
    Wednesday, June 17, 2015 5:34 AM
    Moderator
  • What's happened so far is that repairing Excel seems to have MOSTLY fixed it.  The issue: as best I can tell was resolved by disabling the COM add-ins.  There is still a small period of lock up - but it fixes itself within a few seconds now.  I understand this now to be an issue when Excel is refreshing the connections to other spread sheets - it hangs momentarily then continues working saving the work that's done.  

    However, thank you for your reply yesterday George!  If I continue to have issues with this file that get worse I will contact you with said information.

    Thursday, June 18, 2015 12:56 PM
  • Crashed again:

    -

    System

    -

    Provider

    [ Name]

    Microsoft Office 15 Alerts

    -

    EventID

    300

    [ Qualifiers]

    0

    Level

    4

    Task

    0

    Keywords

    0x80000000000000

    -

    TimeCreated

    [ SystemTime]

    2015-06-18T19:37:08.000000000Z

    EventRecordID

    13333

    Channel

    OAlerts

    Computer

    FGC-Ellen.flgascontractors.local

    Security

     

    -

    EventData

    Microsoft Excel

    Not enough system resources to display completely.

    100054

    15.0.4719.1000

    afui2

    I followed a post I found about deleting temp files and limiting some  recent documents - I've done that.

    We'll see what happens now.

    Thursday, June 18, 2015 8:02 PM
  • Hi G. Cole,

    Could you tell me which version of Office are you using? 32bit or 64bit?

    Please check the version of your office first, you can refer to this article.

    https://support.office.com/en-sg/article/Choose-the-32-bit-or-64-bit-version-of-Office-2dee7807-8f95-4d0c-b5fe-6c6f49b8d261?ui=en-US&rs=en-SG&ad=SG

    Then if you’re using 32 bit version of Office 2013, I suggest you change to 64 bit version of Office 2013.

    Based on your error >>Not enough system resources to display completely. <<, if your file is large or contains a large amount of features, it is possible you are running low on available memory resources. If you work with extremely large data sets, the 64-bit version of Office may perform better for you. 32-bit office you run are limited to making use of only 2GB of RAM.

    If your version of Office 2013 is 64 bit, please read this article and try these methods.

    https://support.microsoft.com/en-us/kb/2779852

    https://www.add-ins.com/support/out-of-memory-or-not-enough-resource-problem-with-microsoft-excel.htm

    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.

    The above content you posted, if they are event log? If yes, please post the whole messages. If not, please try to collect the event log, and provide the error messages.

    Press Win + R, type "eventvwr" in the blank box, press Enter. In the Event Viewer, browse to Windows Logs -> Application, there may be some errors after the crash.

    Hope it’s helpful.

    Regards,

    George Zhao
    TechNet Community Support


    It's recommended to download and install Configuration Analyzer Tool (OffCAT), which is developed by Microsoft Support teams. Once the tool is installed, you can run it at any time to scan for hundreds of known issues in Office programs.

    Please remember to mark the replies as answers if they help, and unmark the answers if they provide no help. If you have feedback for TechNet Support, contact tnmff@microsoft.com.
    Friday, June 19, 2015 1:38 AM
    Moderator
  • That is the event viewer log as it happened - I didn't get a crash or fatal error log out.  One didn't show up - which is odd as it is.

    There are only 2700 rows in this sheet - and only 8 Columns leaving 21000 cells that COULD be modified at any time at the moment.  Not enough to trigger the 32k cell limit - and the crashes happen randomly.  Not at any time in particular.

    There are no calculations on this sheet.

    She does generally have multiple excel pages open at once.

    I want to reiterate that crashes happen randomly - the user had one that occurred  when she switched between open workbooks.  Other times she returns to her computer and it's crashed.

    I will be deleting the temp files this article tells me to around lunch:

    https://social.technet.microsoft.com/Forums/office/en-US/d7253da0-6f6c-4c00-b05f-11704bf67357/excel-2010-not-enough-system-resources-to-display-completely

    I will update upon completion.

    EDIT:

    I have done the above.  I also added an extra 4gb of ram to her PC: I don't think it will help, but I can't have her continue to crash.

    Here is the error log about the crash on Friday:  it is not helpful.

    - System
    - Provider
    [ Name] Application Error
    - EventID 1000
    [ Qualifiers] 0
    Level 2
    Task 100
    Keywords 0x80000000000000
    - TimeCreated
    [ SystemTime] 2015-06-19T19:43:36.000000000Z
    EventRecordID 43211
    Channel Application
    Computer FGC-Ellen.flgascontractors.local
    Security
    - EventData
    EXCEL.EXE
    15.0.4719.1000
    552cf4af
    EXCEL.EXE
    15.0.4719.1000
    552cf4af
    c0000005
    0001a03e
    15d0
    01d0aa83a37139fd
    C:\Program Files\Microsoft Office 15\Root\Office15\EXCEL.EXE
    C:\Program Files\Microsoft Office 15\Root\Office15\EXCEL.EXE
    79494cea-16bb-11e5-a716-a41f728b1f3d


    • Edited by G. Cole Monday, June 22, 2015 4:59 PM
    Monday, June 22, 2015 2:15 PM
  • Based on the above fixes I posted, I judge that this has fixed my issues.  The user has not reported any further issues after upgrading from 4gb to 8gb of ram and the above.
    Tuesday, June 30, 2015 8:23 PM
  • Happened again today:

    No Event Viewer log happened.  

    All Excel instances (4 separate workbooks open) appeared as white, no content in cells.

    System was using 33% memory and 1% CPU.

    Excel was currently using 254k KB, with 58KB Shared.

    Monday, July 27, 2015 9:00 PM
  • Happened again today:  Two Errors for you

    -

    System

    -

    Provider

    [ Name]

    Microsoft Office 15 Alerts

    -

    EventID

    300

    [ Qualifiers]

    0

    Level

    4

    Task

    0

    Keywords

    0x80000000000000

    -

    TimeCreated

    [ SystemTime]

    2015-07-31T16:05:09.000000000Z

    EventRecordID

    14914

    Channel

    OAlerts

    Computer

    FGC-Ellen.flgascontractors.local

    Security

     

    -

    EventData

    Microsoft Excel

    Not enough system resources to display completely.

    100054

    15.0.4737.1000

    qslm

    -

    System

    -

    Provider

    [ Name]

    Application Hang

    -

    EventID

    1002

    [ Qualifiers]

    0

    Level

    2

    Task

    101

    Keywords

    0x80000000000000

    -

    TimeCreated

    [ SystemTime]

    2015-07-31T16:08:49.000000000Z

    EventRecordID

    46354

    Channel

    Application

    Computer

    FGC-Ellen.flgascontractors.local

    Security

     

    -

    EventData

    EXCEL.EXE

    15.0.4737.1000

    1490

    01d0cb935d16b85a

    0

    C:\Program Files\Microsoft Office 15\Root\Office15\EXCEL.EXE

    54006F00700020006C006500760065006C002000770069006E0064006F0077002000690073002000690064006C00650000000000

    Binary data:

    In Words

    0000: 006F0054 00200070 0065006C 00650076 0008: 0020006C 00690077 0064006E 0077006F 0010: 00690020 00200073 00640069 0065006C 0018: 00000000

    In Bytes

    0000: 54 00 6F 00 70 00 20 00 T.o.p. . 0008: 6C 00 65 00 76 00 65 00 l.e.v.e. 0010: 6C 00 20 00 77 00 69 00 l. .w.i. 0018: 6E 00 64 00 6F 00 77 00 n.d.o.w. 0020: 20 00 69 00 73 00 20 00 .i.s. . 0028: 69 00 64 00 6C 00 65 00 i.d.l.e. 0030: 00 00 00 00 ....

    Friday, July 31, 2015 7:22 PM
  • Any Answers from anyone?  The frequency of this is going way up.
    Friday, August 7, 2015 1:21 PM