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
    2019-03-12T21:46:13+00:00

    ==========

    Deleting MicrosoftRegistrationDB.reg worked for me

    ==========

    I can confirm that this also solve the issue on my Mac.

    This also worked for me. Will not turn off my machine or exit Word or Excel until Microsoft creates a better fix.

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  2. Anonymous
    2019-03-12T21:39:44+00:00

    FWIW, I agree that that one should not be the one marked as the answer. 

    However, please understand that *just* reinstalling isn’t what I or anyone else said to do. 

    Also, I know that I specifically referred to the Group Container folder as being in ~/Library, NOT the system-level /Library folder. 

    While I still don’t know the details of installing from a download, but I think that reinstalling after uninstalling should install an older version of the apps. 

    As far as the com.* files, i dont know why you wouldn’t have those files, sorry.

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  3. Anonymous
    2019-03-12T21:33:40+00:00

    ==========

    Deleting MicrosoftRegistrationDB.reg worked for me

    ==========

    I can confirm that this also solve the issue on my Mac.

    Was this answer helpful?

    1 person found this answer helpful.
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  4. Anonymous
    2019-03-12T21:19:33+00:00

    Please, someone, uncheck this reply as being "The Answer." 

    Michael, we've had a lot of exchanges, so please see my recent reply that begins "Thank you for your patient reply," which, in essence, indicates that re-installing didn't solve the problem.

    Also, I located the Group Container file. It's not simply in the Library of the Mac. It's in the hidden Library of the user folder. There are no com.microsoft... files at all!

    For what it's worth, my Office 2016 isn't a subscription. It's a Student/Home purchase—a download just the same, but that might explain why I have no com.microsoft... files? I don't understand. Anyway, it seems that I have no option but to wait for Microsoft to solve the problem with an update. 

    I agree that the way the post is written, it's not "The Answer", instead you have to look through his other posts.

    I DO believe that you can fix it though IF you can get an older version like my previous post which I'll put here.

    ==========

    Deleting MicrosoftRegistrationDB.reg worked for me, but instead of uninstalling I did what Jim Gordon said about restoring the version 16.16.6 "Microsoft Excel.app" and "Microsoft Word.app" from Time Machine.

    When I opened Word and Excel, I lost my "Recent" files and "Pinned" files though.  Therefore, I restored the "MicrosoftRegistrationDB.reg" file from last Friday's Time Machine and thankfully all my "Recent" files and "Pinned" files came back!

    ==========

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