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
    2019-03-12T20:11:35+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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  2. 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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  3. Anonymous
    2019-03-12T20:24:21+00:00

    **GaryEDavis11**

    Okay, well, again, what you've done will fix it once Microsoft release the new patch, which they haven't done yet, but are expected to do in the next day or so.

    The list of steps I gave should do it. You don't necessarily have to uninstall and reinstall; you could restore the applications from your backup.

    But, since uninstalling only takes a couple of minutes, if even that long, and then reinstalling doesn't take much time, either, that was the way quicker way to go for me.

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  4. Anonymous
    2019-03-12T20:31:25+00:00

    As another user found, the MicrosoftRegistrationDB.reg file seems to be the issue for me, although I didn't lock it to keep it from being updates.

    I have been able to get things working again by doing an uninstall (per https://support.office.com/en-us/article/uninstall-office-for-mac-eefa1199-5b58- 43af-8a3d-b73dc1a8cae3?ui=en-US&rs=en-US&ad=US) and reinstall and then doing updates, and deleting the MicrosoftRegistrationDB.reg file from the ~/Library/Group Containers/UBF8T346G9.Office directory.

    I had already done an uninstall/reinstall/reapply updates, but I had done the updates from the Insider Fast update channel. On the second try, I did only the regular updates. That still didn't fix it, but I noticed that the MicrosoftRegistrationDB.reg was being modified when an Office application starts, so I deleted just that file (rather than the whole directory), and now the Office apps are starting up normally every time.

    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!

    That makes me wonder what would happen if I had only restored the "MicrosoftRegistrationDB.reg" file instead of the "Microsoft Excel.app" and "Microsoft Word.app".

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