Deployed O365 applications crash on start

Anonymous
2017-03-02T22:43:54+00:00

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:

<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>

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.

Microsoft 365 and Office | Subscription, account, billing | For home | Windows

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Anonymous
2017-05-14T09:08:08+00:00

Hi Jeremy,

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

  1. 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.

  1. 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”:

  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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  1. Anonymous
    2017-04-13T15:04:02+00:00

    Hi Jeremy,

    Thanks for your feedback. We'll discuss it with the related team.

    Best Regards,

    Jim

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  2. Anonymous
    2017-04-26T06:25:39+00:00

    Hi Jeremy,

    We consulted with the related team, they've reviewed the Dump files, but as these files are captured after the crash event, they cannot find much useful information.

    Given this situation, we'd like to capture the Proc Dump. Here are the steps:

    1. Download PROCDUMP from http://technet.microsoft.com/en-us/sysinternals/dd996900.aspx
    2. Extract the PROCDUMP.exe to your client which can be used to reproduce the issue, the folder for example C:\Procdump
    3. Close all Office instances.
    4. Open CMD and change to the file's location, for example:

    CD C:\Procdump

    1. Paste the following command to CMD but do NOT run it for now: 

    procdump -e 1 -f "" -ma excel.exe

     6. Click Start menu and find an Office application (e.g. Excel 2016).

    1. Click the application and run the command in step 5 at the same time.

    The expected sequence is:

     a. You clicked the Excel button,

     b. Then you run the command in CMD immediately.

     c. Excel launches and crash.

    You may need to try several times to achieve this.

    1. After the dump file is generated in the Proc Dump folder (e.g. <processname>_<datetime>.dmp), please send it to the workspace. For how to access it, I've send you a PM. Thanks for you efforts.

    Best Regards,

    Jim

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  3. Anonymous
    2017-04-27T02:12:33+00:00

    Hi Jeremy,

    Before collecting the log, you may also check if the following method works for you:

    Office applications crash when you open an IRM document if HTTPS proxy is enabled

    Thanks,

    Jim

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  4. Anonymous
    2017-04-28T14:13:52+00:00

    We have 64-bit Windows, and 32 Bit Office, but I do not have this key: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\MSIPC

    It's step three from the instructions in your link. (I checked the other locations just in case, but didn't see the keys there either).

    I ran your dump instructions a few times, I managed to get two sets of logs, and I've uploaded them both. Hopefully one or both have what you need.

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