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
    2019-03-12T20:44:13+00:00

    The problem is not solved! I unchecked the "Insider" program box, restarted my Mac, and I still cannot open Word.

    You are right: I made the same procedures you did, but I can`t open Word.

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  2. Anonymous
    2019-03-12T20:49:46+00:00

    Thank you for your patient reply. 

    Actually, as I was at this from early yesterday (one of the first to post the problem), I reinstalled my Mac Office 2016 from online. So, the install option still has the problem "that broke everything.”

    I don't know what you mean by a good backup. I'm supposed to have a backup of my software? I don't have backup of my software. The software is a download! Microsoft is the backup!

    I didn't uninstall, but that evidently wasn't necessary, because an "install" overwrites the earlier files (including a long process of deleting previous files). So that WAS a re-install. There was no message indicating that I had already installed Office. It was re-installed. Then, I still had the problem. 

    So, that says to me that the install still has the problem that broke everything, and manual un-install and re-install will not solve the issue. 

    It seems that every user with this problem has no real alternative but to wait until Microsoft has the patch. 

    Is my reasoning wrong here? Simply installing from online again does a complete un-install during the install. Right? And I still have the problem of being unable to open any Office program.

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  3. Anonymous
    2019-03-12T21:02:26+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).

    I found there are two "Library" folders.

    HD>Library (is NOT the correct one)

    &

    HD>Users>username>Library (is the correct one)

    Sometimes you can only find the correct "Library" by pressing "option" and then clicking "Go" in Finder.

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  4. Anonymous
    2019-03-12T21:03:31+00:00

    Well, I didn't realize you were installing only from Microsoft. In my case, I have an ISO of the original media, so I installed off of that. 

    I would have thought, though, that re-installing straight from Microsoft would have put on the base versions, or at least a version that didn't come with the Insider patches. I guess it may be "smart" enough to not install something if it saw that it was already installed, so maybe you do have to uninstall first. But, I don't have experience with installing in that fashion, so I'm not sure about that.

    And even once you re-install, you still would have needed to delete the MicrosoftRegistrationDB.reg file, too.

    Also, concerning the backup, people usually take backups of they're entire system (i.e. using Time Machine or some other software). In that situation, you can retrieve an earlier version of anything on your drive. If you don't have that, then I don't know any other way around this other than to re-install the software.

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