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
    2019-03-12T20:04:58+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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  2. 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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  3. Anonymous
    2019-03-12T19:57:46+00:00

    This is beyond me. What's going on here? I'm just a customer trying to use software. I want Microsoft expert input. Do I have to go through the entire uninstall process (which is a LOT of steps), reinstall my software—and where is the MicrosoftRegistrationDB.reg file? I NEED TO WORK.

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  4. Anonymous
    2019-03-12T19:55:44+00:00

    What exactly did you do? Because of the way this forum works, it's sometimes hard to tell to what is being referred to.

    The message to which you replied (the one marked as the answer) doesn't actually have the answer in it; it just refers to my post from earlier in the thread.

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