Deployed O365 applications crash on start

Anonymous

Hello all,

We're pushing out O365 this weekend to about 65 computers. We'd like to avoid having each one stream the download and install, but given some trouble we're having with the ODT that might be our only option. I used XML script editor to configure a new XML for deployment. It looks like this:

</Product>

</Add>

</Configuration>

Since display is on Full for now, I can say it gives us no error messages. I do have a log, and it looks okay, but I have no idea what to look for besides the word "failure" (which I saw none). So it installs fine, but when we open any application, it crashes and asks us to Close. If we ignore that, you can use Word and Excel in the background just fine. Obviously this won't work, but it makes me think the applications are okay. Also - we're not being prompted to activate or sign in to our O365 accounts that we have for our staff. What are we missing?

*Each computer had a VL Office version on it, but we removed it. Even tried running the Office removal FixIt tool just in case. It made no difference. I'm building up a fresh PC right now to try out, but that won't help much since all staff computers cannot be rebuilt for this.

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Anonymous

Hi Jeremy,

Thanks for your updates. Please try the steps below and see if the issue can be fixed.

Since the Office apps can be opened in Safe Mode, you can try disabling all the add-ins (e.g. for Word) and try to launch Word again.

HKEY_CURRENT_USER\Software\Microsoft\Office\application name\Addins\add-in ID

For each Add-in, there will be a key named “LoadBehavior”. Please kindly set it to “0” for every add-in to disable it from automatically being loaded when launching Office.

Then please try to launch the Word again to see if the crash happens again.

Disable the Hardware Graphics Acceleration and then try again:

HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common

Create a new value called “DisableHardwareAcceleration” and set it to “1”:

If still crashed, please kindly add this registry key to check:

HKEY_CURRENT_USER\software\policies\microsoft\office\16.0\common\internet

Create a new value called “useonlinecontent” and set it to “0”:

Please let us know if you have any updates.

Regards,

Spike

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51 additional answers

Anonymous

2017-03-04T06:11:46+00:00

Hi Jeremy,

Can you try repairing your Office application? Follow the steps on this article for the Online Repair.

Also, check if your Office applications is up to date. Navigate to File > Account and then update now.

Can you try updating your drivers? As well as your Windows system? As older Windows device drivers may be incompatible with your Office application. You can check this article for more information.

Another troubleshooting is to scan your Office application for known issues. You can use the Office Configuration Analyzer Tool (OffCAT), to help you identify and resolve known causes of instability of Office programs. You can check this article on how to download and install OffCAT Tool (Method 2).

Let us know any updates when you are free.

Thanks,

Mike
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Anonymous

2017-03-03T14:13:02+00:00
The error message is "".

From the Event Log:
```
Faulting application name: EXCEL.EXE, version: 16.0.7766.2060, time stamp: 0x58a903c7
Faulting module name: mso20win32client.dll, version: 0.0.0.0, time stamp: 0x58a80b2f
Exception code: 0x0004e453
Fault offset: 0x000f6b03
Faulting process id: 0x1b70
Faulting application start time: 0x01d2939647f42d36
Faulting application path: C:\Program Files (x86)\Microsoft Office\root\Office16\EXCEL.EXE
Faulting module path: C:\Program Files (x86)\Common Files\Microsoft Shared\Office16\mso20win32client.dll
Report Id: 86432ec4-ff89-11e6-8264-842b2bbdd4d7
Faulting package full name: 
Faulting package-relative application ID:
```
We also have the Credential Manager disabled by GPO, and I'm also trying this on a new machine, so I've not signed into anything yet.

I used the ODT to download the files to our network share, then used this config to deploy the software.

<Configuration>

<Add OfficeClientEdition="32" Channel="Current" SourcePath="\fsstl06\DataDir\Installs\Software Distribution\Office_2016_365" OfficeMgmtCOM="TRUE">

<Product ID="O365BusinessRetail">

<Language ID="en-us"/>

</Product>

</Add>

<Display Level="Full" AcceptEULA="TRUE"/>

<Logging Level="Standard" Path="\fsstl06\DataDir\Installs\Software Distribution\Office_2016_365\Logging"/>

</Configuration>

And the line:

"\fsstl06\DataDir\Installs\Software Distribution\Office_2016_365\setup.exe" /configure "\fsstl06\DataDir\Installs\Software Distribution\Office_2016_365\deployconfig.xml"

to kick off the install.

Opening Excel in Safe mode does open and prompt for the sign in to Activate. I'm not sure where we go from here though, we can't have everyone operate in Safe Mode. And this is a brand new machine with no add-ins installed yet. Also in an effort to troubleshoot, I downloaded a fresh copy to a folder on the desktop, and installed from there to eliminate any issues with the network location, but it did the same thing.
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Anonymous

2017-03-03T08:10:18+00:00

Hi Jeremy,

Can you provide a screenshot error message you encounter when you open Word or Excel 2016?

As for the sign in prompt, can you try clearing your Windows credentials? Navigate to Control Panel > User Account > Credential Manager Manage Windows Credentials. Delete all Microsoft Office 15/16 related data and then restart the application.

Can you also try opening your Office application in safe mode and then check if there are improvements? Follow this link for the steps.

If issue persists, can you provide the steps/screenshot on how you download and install Office application?

Thanks,

Mike
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