Word 2016 - Crashing

[EvLPhenom]

Afternoon all,

 

I am having a major problem with Word 2016 at one of my schools.

 

It seems that autosave is causing the application to quit and make staff lose any changes they have made. This issue is sporadic though and i can't put my finger on what's causing the problems. I have really struggled to recreate the issue but i am told it happens 4-5 times a day. No error messages in event viewer, no file is created just randomly crashes.

 

This is happening with Windows 10 Edu build 1607 x64 with Office 2016 Pro Plus.

 

All machines are the same build and the same hardware. What's annoying is that this isn't happening on wired machines and i have also been told it doesn't happen when the staff are at home and working on their laptops.

 

Do any of you kind people have any suggestions??

 

I have tried the following -

 

Removed and reinstalled office

Ran repair of office

Changed frequency of autosave

Changed location of default save directory H:\

Changed location of autosave directory to H:\

Removed all addins

Windows and Office completely up to date through Windows Update

 

Today disabled Autosave to see how one machine copes without it and if it improves Word.

 

Thanks

 

Andy

[Joanne]

I've had similar issues... do they have OneDrive set up? If so, make sure you have the latest client installed - https://support.office.com/en-gb/article/Get-started-with-the-new-OneDrive-sync-client-in-Windows-615391c4-2bd3-4aae-a42a-858262e42a49?ui=en-US&rs=en-GB&ad=GB

 

If not, please ignore!!

[EvLPhenom]

@Joanne will definitely investigate this, OneDrive is enabled for them to use and the client is on the machines.

[DMcCoy]

Do you have group policy preference printers? are they set to replace/update rather than just create?

 

I had lots of Word crashing issues when printers were removed/recreated during policy processing. I fixed it incidentally without knowing and only later was it suggested in a very lonely thread on a MS forum!

[Joanne]

I've had 2 people come to me this morning with Word issues and I know that one of them has the new OneDrive client!! Oh no!!

 

I just realised I had an old policy on there to add a printer that no longer exists, so removed that... then my policy for adding printers deletes 3 and then UPDATES one. I'll set it to create and see what happens.

[sonic1485]

We have had this with one of our machines. I couldn't figure out the problem and ended up clearing the profile and getting them to log in and create a fresh one and it hasn't happened since. Would this point to a configuration in appdata? Sorry I can't be more help.

 

The only other oddity about this particular machine we had the problem with was that it was dual booting with Windows 7 so that the Head of Computing could test our Win 10 build and revert to Win 7 if they had any problems mid lesson.

[EvLPhenom]

@DMcCoy yes all of my printers are set to update. I will give this a shot and see if it makes any difference. Thanks for the suggestion! I wouldn't have thought to change printers.

[Joanne]

I had an issue with a user yesterday where Publisher wouldn't save. It was saying that the disk was write protected (it wasn't) so as @sonic1485 has mentioned, I cleared the Office folder in %UserProf%/AppData/Local and it saved them having to start afresh with a brand new profile, but fixed the issue. That will be my next step. Just hope it doesn't mess up OneDrive.

 

The user who came to me this morning has checked and everything is fine now, so could be related to GPO processing in the background.

[EvLPhenom]

Thanks for the heads up about the profile, think this will be on the list of the next tests.