Word 2016 crashing when clicking on the File menu

Anonymous
2017-04-26T15:33:52+00:00

We have noticed that since this month’s updates have installed Word 2016 is crashing when clicking on the File menu when certain (not all) documents are open. 

Our initial investigations have revealed that if we open a document that works (a fresh .docx or any .doc) and while Word is still open try and open a problematic .docx it works.  If we try and open a problematic .docx with Word closed first, accessing the File menu causes Word to crash.  What’s interesting is that it doesn’t seem to be all .docx files, only certain ones, but for the moment we haven’t identified any commonality between the problem files, in fact most are simple documents with no embedded pictures, macros etc.

Removing the Update for Word 2016 (KB3178720) resolves the issue.  However, if we install this update on its own on a VM, it does not cause the issue, so it appears to be caused by a combination of updates released this month rather than just this particular update, but removing this one update resolves the problem.

Microsoft 365 and Office | Word | For home | Windows

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  1. Anonymous
    2017-04-27T12:09:08+00:00

    It has been identified that using Alt+F causes the crash, but Ctrl+O does not and allows access to the File menu, however if selecting Info, Word crashes.

    It seems that accessing Info under the File menu causes the crash.

    Thank you Job on the Patch Management Mailing List for suggesting this.

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  2. Anonymous
    2017-04-27T13:50:44+00:00

    We would like to verify few more things:

    • Is your Word application up-to-date?

    If yes, and the issue still persists, you may try the Office troubleshooters. This helps fix any Office issues, click on the support links below for instructions:

    Update us for any results.

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  3. Anonymous
    2017-04-27T14:58:58+00:00

    Yes, all updates have been installed for both Windows and Office.

    We have tried to repair the Office installation but we get the same result.

    To clarify, this is not affecting just one computer, there are 10's, if not more users in our organisation that this is affecting so I think it is definitely an issue with the updates.  I've also had confirmation from others in forums that they are seeing the same behaviour in their organisations.

    Dave

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  4. Anonymous
    2017-04-27T15:02:02+00:00

    We have the same behaviour in our organisation... Only uninstallation of the following Updates is helpful:

    KB3178720 -->word

    KB3178719 --> Excel

    KB3178699 -->PowerPoint

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  5. Anonymous
    2017-04-27T15:06:37+00:00

    Good to know, thank you.

    We have only had reports concerning Word, but it appears to be an issue with Excel and PowerPoint too.

    Dave

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