Microsoft 2016 for Mac Products Crash When Opening

Anonymous
2019-03-11T19:33:38+00:00

Hi there, my Outlook, Excel, and PowerPoint applications crash right after I open them. I can't even access the File/Help/etc menu because the Microsoft Error Reporting prompt opens immediately, and prevents the application's menu bar from opening. 

I'm using Mac Mojave v 10.14.3 - the most updated version - and as many have suggested, I went into Microsoft 'Check for Updates' through my Word application (the one that will open), and found I'm using the most updated version. 

I've also restarted my Mac and opened in safe mode with no difference.

Here are the crash logs below.

What should I do from here?

Thanks so much!

________

Microsoft Error Reporting log version: 2.0

Error Signature:

Exception: EXC_BAD_ACCESS

ExceptionEnumString: 1

Exception Code: KERN_INVALID_ADDRESS (0x0000000000000000)

Date/Time: 2019-03-11 19:09:23 +0000

Application Name: Microsoft Excel

Application Bundle ID: com.microsoft.Excel

Application Signature: XCEL

Application Bitness: x64

Application Version: 16.16.7.19021001

Crashed Module Name: mso99

Crashed Module Version: 16.16.7.190210

Crashed Module Offset: 0x0000000000021ab6

Blame Module Name: mso99

Blame Module Version: 16.16.7.190210

UnsymbolicatedChecksum: FA4DBFDEDB1ECCDA29EC2FD8B06D1F9D

Blame Module Offset: 0x0000000000021ab6

StackHash: 728583b1ff983970-SB_1_bk

Application LCID: 1033

Extra app info: Reg=en Loc=0x0409

Build Type: SHIP

Crashed thread Stack Pointer: 0x_00007000092caaa0

Audience: Insiders

AudienceGroup: Insiders

AudienceChannel: CC

Crashed thread: 14

Microsoft Error Reporting log version: 2.0

Error Signature:

Exception: EXC_BAD_ACCESS

ExceptionEnumString: 1

Exception Code: KERN_INVALID_ADDRESS (0x0000000000000000)

Date/Time: 2019-03-11 19:09:43 +0000

Application Name: Microsoft Outlook

Application Bundle ID: com.microsoft.Outlook

Application Signature: OPIM

Application Bitness: x64

Application Version: 16.16.7.19021001

Crashed Module Name: mso99

Crashed Module Version: 16.16.7.190210

Crashed Module Offset: 0x0000000000021ab6

Blame Module Name: mso99

Blame Module Version: 16.16.7.190210

UnsymbolicatedChecksum: FA4DBFDEDB1ECCDA29EC2FD8B06D1F9D

Blame Module Offset: 0x0000000000021ab6

StackHash: 728583b1ff983970-SB_1_bk

Application LCID: 1033

Extra app info: Reg=en Loc=0x0409

Build Type: SHIP

Crashed thread Stack Pointer: 0x_0000700000b58aa0

Audience: Insiders

AudienceGroup: Insiders

AudienceChannel: CC

Crashed thread: 6

Microsoft 365 and Office | Excel | For home | MacOS

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Answer accepted by question author
Jim G 134K Reputation points MVP
2019-03-13T02:18:31+00:00

Hi Michael,

As you probably already know, the 16.16.8 update is now available and this problem has been fixed.

If you have AutoUpdate set to automatically install updates, it is likely this update was automatically installed.

If you have AutoUpdate set to manual updates, you can launch AutoUpdate from any Office application and choose Check for Updates from the Help menu. If none of your applications will open, you can download the update to AutoUpdate manually from this link, then install and run AutoUpdate, which will install the 16.16.8 fixed update to Microsoft Office 2016.

https://go.microsoft.com/fwlink/p/?linkid=830196

I highly recommend that anyone affected launch AutoUpdate by going to the Help menu in any Office 2016 application and choosing Check for Updates. Remove your installation from Insider programs by unchecking the box that has you join the program. There will never be any future Insider builds of Office for Office 2016. The feature set of Office 2016 is not going to change, and there will never be any future Insider builds.

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  1. Anonymous
    2019-03-12T20:49:46+00:00

    Thank you for your patient reply. 

    Actually, as I was at this from early yesterday (one of the first to post the problem), I reinstalled my Mac Office 2016 from online. So, the install option still has the problem "that broke everything.”

    I don't know what you mean by a good backup. I'm supposed to have a backup of my software? I don't have backup of my software. The software is a download! Microsoft is the backup!

    I didn't uninstall, but that evidently wasn't necessary, because an "install" overwrites the earlier files (including a long process of deleting previous files). So that WAS a re-install. There was no message indicating that I had already installed Office. It was re-installed. Then, I still had the problem. 

    So, that says to me that the install still has the problem that broke everything, and manual un-install and re-install will not solve the issue. 

    It seems that every user with this problem has no real alternative but to wait until Microsoft has the patch. 

    Is my reasoning wrong here? Simply installing from online again does a complete un-install during the install. Right? And I still have the problem of being unable to open any Office program.

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  2. Anonymous
    2019-03-12T20:44:13+00:00

    The problem is not solved! I unchecked the "Insider" program box, restarted my Mac, and I still cannot open Word.

    You are right: I made the same procedures you did, but I can`t open Word.

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  3. Anonymous
    2019-03-12T20:41:21+00:00

    Suggest you check the ticket. MS blamed Apple. Have been bounced back and forth.  By midnight last night uk time ms were saying there was a problem with the Mac.     Apple set up a new user which worked.  Apps in one user, data in the other.  No sign of the on my computer data as new user new profile.  So they said it was back with MS.  Eight hours by that point. 

    Six more today.  Cut off during a download, can never get back to the same agent, constantly explaining. Long time to clear and redownload the whole lot and patches.  But still no local files.  Needed restore of over 10,000 files since new profile created.  Twice. An hour each time. 

    Just recounting the experience.  And i had to guide the agent with logic on how to find the solution 

    No suggestion at any point of a file move but then agents had tried removal and reloading last night without success.  And then blamed apple.

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  4. Anonymous
    2019-03-12T20:39:35+00:00

    Will upgrading to outlook for mac 2019 fix this issue?

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