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
    2019-03-12T20:33:52+00:00

    It's not at all a labored process; it only takes a couple of minutes to uninstall, and install never takes very long. However long it takes, it beats the time you're using to do nothing other than having Office broken.

    This process is what worked for me. Some variation of it has worked for many other people. Basically, you need a non-Insider-patched installation of Office, and you probably need to delete the

    MicrosoftRegistrationDB.reg file.

    The fact that you don't have the Group Containers folder in your Library folder is concerning, though. Did you already delete it? If it doesn't exist, it should get created when you start one of the Office applications, at least that's been my understanding and experience.

    I agree that you shouldn't try it until you know where everything is (including your install media or your backup).

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  2. Anonymous
    2019-03-12T20:37:15+00:00

    Just deleting the MicrosoftRegistrationDB.reg would have caused things to work *once*, and then begin crashing again on every subsequent start, since the Excel and Word apps were still the broken ones.

    At least, that was my experience

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

    Will upgrading to outlook for mac 2019 fix this issue?

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  4. 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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