Hi all
We are randomly seeing users which are getting the above errors when trying to launch either Word or Excel.
Further Info:
Faulting application name: EXCEL.EXE, version: 16.0.4690.1000, time stamp: 0x5acd0562
Faulting module name: KERNELBASE.dll, version: 10.0.14393.2189, time stamp: 0x5abda7d6
Exception code: 0xe06d7363
Fault offset: 0x000daa12
Faulting process ID: 0x230c
Faulting application start time: 0x01d402b061b92a4b
Faulting application path: C:\Program Files (x86)\Microsoft Office\Office16\EXCEL.EXE
Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll
Report ID: a1ca52b8-6ea3-11e8-896c-bca8a6e77029
Faulting package full name:
Faulting package-relative application ID:
and
Faulting application name: WINWORD.EXE, version: 16.0.4690.1000, time stamp: 0x5acd094f
Faulting module name: KERNELBASE.dll, version: 10.0.14393.2189, time stamp: 0x5abda7d6
Exception code: 0xe06d7363
Fault offset: 0x000daa12
Faulting process ID: 0x2278
Faulting application start time: 0x01d402b05d1ff8e3
Faulting application path: C:\Program Files (x86)\Microsoft Office\Office16\WINWORD.EXE
Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll
Report ID: 9cf98a3a-6ea3-11e8-896c-bca8a6e77029
Faulting package full name:
Faulting package-relative application ID:
The error stops either application from working. Our support teams are also saying they have seen it with other Office applications too. Other people can log into the same PCs using accounts that are using the same personalization templates and they are fine.
It's happening both on our Desktop and Citrix infrastructure.
The issue is resolved by deleting all registry settings for the 'Microsoft Office 2016 / 365 group'.
We have implemented the fix detailed in 'Office 2016 applications failing to launch or hanging intermittently ' but it hasn't made any difference.
I have turned on as much client logging as possible to the local appsense client log, but there aren't any personailzation errors.
I've exported the registry from one of the faulty users and imported into a blank user and the issue does not occur, even when logging into the same PC.
We do not see this issue at all on those user groups that are not using this personalization template.
Has anyone had similar issues or got any ideas?
Regards
Manny