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
    2019-03-12T20:01:24+00:00

    Can you let us know when the fix is done, I have turned off automatic updated and went back to a previous disk image. All is okay as long as I do not install the current update. Please let us know when the problem is solved. Tech support in India didn't have a clue and would not even listen as I tried to explain what the problem was, it was almost comical to listen to what they were saying - they were making up stuff on the fly. Actually not that funny, it is sad.

    My experience with tech support, wherever it was, was remarkably similar. I got the impression my support person was in a parallel universe. I was asked such things as what did my application look like, how did I install it, etc. I don't think we ever really understood each other.

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  2. Anonymous
    2019-03-12T20:04:58+00:00

    You are correct, the problem is not solved. I'm pretty sure that no one has said it is solved. At this point, the problem has been worked around.

    The proper solution is when a patch from Microsoft is released, probably in the next day or two. As that hasn't happened yet, simply switching channels from the Insider to the regular update channel won't fix your problem, nor will it work around it.

    Again, to get things working right now, you need to 

    1. uninstall Office 2016 (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)
    2. reinstall Office 2016
    3. apply updates (you may have to run Microsoft AutoUpdate manually; it's located in /Library/Application Support/Microsoft/MAU2.0) from the regular channel, NOT one of the Insider channels
    4. go into ~/Library/Group Containers/UBF8T346G9.Office folder and delete the MicrosoftRegistrationDB.reg file

    Then try starting the Office applications.

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  3. 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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  4. 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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