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
    2017-05-08T12:08:34+00:00

    We got an answer from Microsoft Support, that we should install the new Office Upates from May

    https://blogs.technet.microsoft.com/office_sustained_engineering/2017/05/02/may-2017-non-security-office-update-release/

    But Installation of these updates did not resolved our Problem. Has anyone tried to install These updates?

    This did not work for us on Win7 x64 machines running Office 2016 32-bit.

    I proceeded to install the following KB's, one at a time followed by a reboot:

    Update for Microsoft Access 2016 (KB3178700)

    Update for Microsoft Excel 2016 (KB3191861)

    Update for Microsoft Office 2016 (KB3115501)

    Update for Microsoft Office 2016 (KB3178658)

    Update for Microsoft Office 2016 (KB3178692)

    Update for Microsoft Office 2016 (KB3178706)

    Update for Microsoft Office 2016 (KB3191857)

    Update for Microsoft Office 2016 (KB3191862)

    Update for Microsoft Office 2016 (KB3191867)

    Update for Microsoft Office 2016 Language Interface Pack (KB3191866)

    Update for Microsoft Outlook 2016 (KB3191883)

    Update for Microsoft PowerPoint 2016 (KB3191860)

    Update for Microsoft Project 2016 (KB3191870)

    I attempted to open a known bad Word file after reach reboot and none of these solved the issue (I did not attempt to verify any Excel files).

    Removing KB3178720 does allow the troubled Word file to open without issue again, and did not require a reboot.

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  2. Anonymous
    2017-05-02T21:30:50+00:00

    Very annoying issue ... only "some" machines were affected on our network.

    We had the same problem, got the latest patches today (May 2017) and the issue is fixed for Windows 10 install of office 2016, have not tested on the Windows 7 build as yet.

    Lets see what joy this will bring :D

    Hope this helps

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  3. Anonymous
    2017-05-02T12:19:59+00:00

    That's good to know, thanks.

    Please can you keep us posted should they find anything.

    Cheers :)

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  5. Anonymous
    2017-05-02T12:12:52+00:00

    Last Friday we opened a Support case. Microsoft Support collected Crash dump from Excel, Word and PowerPoint. I hope Microsoft will find a solution as soon as possible

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