High CPU when using Word/Excel/OneNote and also online.

Anonymous
2018-04-01T23:46:55+00:00
  1. I am running Windows 7 (about to upgrade to Windows 10) and Office 365 from my university-> Office 2016 programs installed on my laptop
  2. If I am working on Word (or One Note or Excel) while connected to the internet (but not using Word Online  etc through my Office account), it starts chewing up CPU , lap top starts overheating and I have to shut program down.
  3. When I try close Word (or One Note or Excel) it will eventually close the window but the program keeps running until I stop it via Task Manager.
  4. This only happens if I am using an Office product - Word, One Note, Excel - when I am online (usually via mobile broadband)
  5. This has been happening for about two weeks after some auto update
  6. I have run virus checks, removed all add ons (there was only one), run repair, uninstalled and reinstalled Office.

This is infuriating as I often access online databases, library catalogues etc as I work. I now cannot work while online which basically means I cannot work at all and have to revert to Office 2007.

Thanks in advance for your help.

Microsoft 365 and Office | Word | For home | Windows

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  1. Anonymous
    2018-05-23T07:21:20+00:00

    Hi Kathie,

    Are you free to create a new account to test the result? Since we haven't received any report about this problem, it may related to your local environment, so we need to clarify and narrow down the scenario specifically so that we can involve more resource.

    Best regards,

    Tisky

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  2. Anonymous
    2018-05-27T16:46:36+00:00

    Hi Tisky,

    Mine is a stand alone laptop. I am the only user. There has never been any other user. I am not plugged into a network. I access the internet via mobile broadband and have done so for years (i.e. not wifi network, not VPN network). I have made no changes to my configuration.  I have no problem like this for years. This started a couple of months or so ago after a click to run update. It has rendered my laptop useless for work as I cannot work while connected to the internet. I am not prepared to create a new user account and then have to faf around to find all my files.

    I am presently reinstalling office one last time. If the problem persists I am ditching office 365.

    I have uninstalled all the other software you asked me to install and run.

    Could you please let me know how I undo that change you asked me to make to log error report files as it is churning out a ton of files in my temp folder.

    Thanks.

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  3. Anonymous
    2018-05-29T06:43:45+00:00

    Hi Kathie,

    To undo the log files changes, you can just delete the key value in [HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\16.0\Common\Logging] which I asked you to create in registry.

    It is important to narrow down the problem via creating a new user account, you can refer to this article: Create a user account in Windows.

    At mean time, the reason of creating a new user account is that we need to confirm whether the problem still persists in a brand new environment.

    And we are sorry to hear that you don't want to use Office 365 and the inconvenient that the problem has brought to you so far, but if you want to continue the troubleshooting, we welcome you come back any time.

    Regards,

    Tisky

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