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
    2019-03-12T20:19:59+00:00

    You are suggesting a very labored process. Does this work? I'm not going to do all of this until I know I can find the files you indicate. I can find ~/Library/Application Support/Microsoft/MAU2.0 but I cannot find ~/Library/Group Containers/UBF8T346G9.Office folder. There is no Group Containers folder in my Library folder.

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  2. Anonymous
    2019-03-12T20:11:35+00:00

    You need a backup of your system prior to the last update from Microsoft. Then you need to keep updated off until there is a fix. If you do not have a good back up then just turning off the update will not help because the damage is still there.

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  3. Anonymous
    2019-03-12T20:08:14+00:00

    You don't necessarily need to do an uninstall, but you need to get your Office apps back to a version that hasn't been patched with the patches that broke everything. So, you can either restore using your backups, or just uninstall and reinstall. 

    Please see https://support.office.com/en-us/article/uninstall-office-for-mac-eefa1199-5b58-43af-8a3d-b73dc1a8cae3?ui=en-US&rs=en-US&ad=US for how to uninstall Office 2016; it's pretty simple.

    As has been mentioned many times already, the MicrosoftRegistrationDB.reg file is in ~/Library/Group Containers/UBF8T346G9.Office.

    While I understand there is a lot of "me, too" noise in this thread now, if you need more information, please go back and read the posts more closely. Or, wait until Microsoft issues the proper fix.

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  4. Anonymous
    2019-03-12T20:07:25+00:00

    I did this:

    The crash is because you are subscribed to the Office Insider program, but you have Office 2016. The Office Insider program is only for Office 2019.

    To fix the crash, in any application, go to the Help menu and choose Check for Updates to launch AutoUpdate. In AutoUpdate, uncheck the box that says you are subscribed to the Insider program.

    Then click the button to check for updates.

    I did that, restarted my Mac, and still can't open Word (not PowerPoint, nor Excel). So, it looks like I have to completely uninstall and re-install? This is ridiculous. I want Microsoft to get to the exact answer. Tell us exactly what to do. I'm desperate to get back to work.

    By the way, I was one of the first to complain about this early yesterday, put in hours and hours of trying to transpose complex Word documents into Pages, wasted a day, and now "the answer" is evidently no answer at all. I am VERY frustrated from HOURS of lost work.

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