Microsoft Word 2013 continually crashes when opening document containing custom template

I am running Word 2013 (32-bit version) on a 64-bit version of Windows 7. The application always crashes when trying to open a file containing a template. This template works fine on several other machines running the same basic configuration. Below are the contents of the WINWORD.dump file:

Microsoft (R) Windows Debugger Version 6.2.9200.20512 X86 Copyright (c) Microsoft Corporation. All rights reserved.

Loading Dump File [C:\Temp\WINWORD.EXE_140815_132608.dmp]
User Mini Dump File with Full Memory: Only application data is available

Comment: '
*** procdump.exe -e -w -ma winword.exe
*** Unhandled exception: C0000005.ACCESS_VIOLATION'
Symbol search path is: SRV*C:\Windows\symbol_cache*http://msdl.microsoft.com/download/symbols;srv*c:\MicrosoftSymbols*http://msdl.microsoft.com/download/symbols
Executable search path is:
Windows 7 Version 7601 (Service Pack 1) MP (4 procs) Free x86 compatible
Product: WinNt, suite: SingleUserTS
Machine Name:
Debug session time: Fri Aug 15 13:26:08.000 2014 (UTC - 4:00)
System Uptime: 4 days 10:02:34.392
Process Uptime: 0 days 0:00:01.000
................................................................
..................................................
Loading unloaded module list
...........
This dump file has an exception of interest stored in it.
The stored exception information can be accessed via .ecxr.
(24ec.1fd0): Access violation - code c0000005 (first/second chance not available)
*** ERROR: Symbol file could not be found. Defaulted to export symbols for WWLIB.DLL -
eax=00000001 ebx=00000073 ecx=061412b0 edx=1079701c esi=007ec9d3 edi=00000000
eip=0f7d3425 esp=00406bf4 ebp=00406f08 iopl=0 nv up ei pl zr na pe nc
cs=0023 ss=002b ds=002b es=002b fs=0053 gs=002b efl=00010246
WWLIB!DllGetClassObject+0x9e76c:
0f7d3425 ff90b4000000 call dword ptr [eax+0B4h] ds:002b:000000b5=????????
0:000> !analyze -v
*******************************************************************************
* *
* Exception Analysis *
* *
*******************************************************************************

*** ERROR: Symbol file could not be found. Defaulted to export symbols for MSO.DLL -
*** ERROR: Symbol file could not be found. Defaulted to export symbols for WINWORD.EXE -
*** ERROR: Symbol file could not be found. Defaulted to export symbols for nvwgf2um.dll -

FAULTING_IP:
WWLIB!DllGetClassObject+9e76c
0f7d3425 ff90b4000000 call dword ptr [eax+0B4h]

EXCEPTION_RECORD: ffffffff -- (.exr 0xffffffffffffffff)
ExceptionAddress: 0f7d3425 (WWLIB!DllGetClassObject+0x0009e76c)
ExceptionCode: c0000005 (Access violation)
ExceptionFlags: 00000000
NumberParameters: 2
Parameter[0]: 00000000
Parameter[1]: 000000b5
Attempt to read from address 000000b5

PROCESS_NAME: WINWORD.EXE

ERROR_CODE: (NTSTATUS) 0xc0000005 - The instruction at 0x%08lx referenced memory at 0x%08lx. The memory could not be %s.

EXCEPTION_CODE: (NTSTATUS) 0xc0000005 - The instruction at 0x%08lx referenced memory at 0x%08lx. The memory could not be %s.

EXCEPTION_PARAMETER1: 00000000

EXCEPTION_PARAMETER2: 000000b5

READ_ADDRESS: 000000b5

FOLLOWUP_IP:
WWLIB!DllGetClassObject+9e76c
0f7d3425 ff90b4000000 call dword ptr [eax+0B4h]

NTGLOBALFLAG: 0

APPLICATION_VERIFIER_FLAGS: 0

APP: winword.exe

FAULTING_THREAD: 00001fd0

BUGCHECK_STR: APPLICATION_FAULT_NULL_CLASS_PTR_READ_CALL

PRIMARY_PROBLEM_CLASS: NULL_CLASS_PTR_READ_CALL

DEFAULT_BUCKET_ID: NULL_CLASS_PTR_READ_CALL

LAST_CONTROL_TRANSFER: from 0f7cffa7 to 0f7d3425

STACK_TEXT:
WARNING: Stack unwind information not available. Following frames may be wrong.
00406f08 0f7cffa7 007ec9d3 1079701c 004071d4 WWLIB!DllGetClassObject+0x9e76c
00407254 0f7f1408 004072d0 1079701c 00000001 WWLIB!DllGetClassObject+0x9b2ee
00407288 0f7cef64 004072d0 0000000b 00000000 WWLIB!DllGetClassObject+0xbc74f
004072e8 0f81ea89 09758728 00407330 0040c638 WWLIB!DllGetClassObject+0x9a2ab
004079e8 0f81e8fc 09758728 00000000 0040be90 WWLIB!DllGetClassObject+0xe9dd0
00407aec 0f81de29 00408504 0040be90 0040c638 WWLIB!DllGetClassObject+0xe9c43
0040958c 0f81cfe0 0b464d18 004095fc 0040960c WWLIB!DllGetClassObject+0xe9170
0040d0e8 0f81ca65 0b464d18 0040d164 00000033 WWLIB!DllGetClassObject+0xe8327
0040d37c 0f81c941 04011009 0040d3dc 0040d3d0 WWLIB!DllGetClassObject+0xe7dac
0040d3a8 0f81c86c 0040d3e4 0f81c992 ffffffff WWLIB!DllGetClassObject+0xe7c88
0040d3e8 6ad0ba64 0040d458 00000001 04d7a818 WWLIB!DllGetClassObject+0xe7bb3
0040d400 6ad0b95f 0040d458 37d8b710 09657260 MSO!Ordinal806+0x30
0040d4a0 6ac371e5 00000000 00000094 096b9b44 MSO!Ordinal502+0x1f1
0040d4c4 6ac048be 00000000 04d7a818 096b9b44 MSO!Ordinal3258+0x122a
0040d4ec 6ac0467a 00000000 00000094 096b9b44 MSO!Ordinal3269+0x1ec
0040d510 6ac0863c 00000000 00000094 096b9b44 MSO!Ordinal2370+0x12e
0040d530 6ace1a26 00000000 00000094 096b9b44 MSO!Ordinal4047+0x6aa
0040d564 6ad0b87a 00000000 00000002 096b9b44 MSO!Ordinal1819+0x3c1
0040d59c 6ad0b7fb 099f57b8 00000001 0614b560 MSO!Ordinal502+0x10c
0040d5b0 6ad0b75e 00000000 096b9b40 00000002 MSO!Ordinal502+0x8d
0040d5e0 6ad0b568 009e0550 6af427d4 00000001 MSO!Ordinal8445+0x55
0040d5f8 6abb98f0 099f57b8 099e0550 0040d634 MSO!Ordinal4173+0x4df
0040d624 6ad0b548 6ad0b54f 0040d634 6af427d4 MSO!Ordinal6791+0x133
0040d63c 6ad0b6f1 6af427d4 00000001 0040d6b4 MSO!Ordinal4173+0x4bf
0040d660 6ad0b568 009d7c48 6aeb73ac 00000001 MSO!Ordinal9073+0x8c
0040d678 6abb98f0 099f5b78 099d7c48 0040d6b4 MSO!Ordinal4173+0x4df
0040d6a4 6ad0b548 6ad0b54f 0040d6b4 6aeb73ac MSO!Ordinal6791+0x133
0040d6bc 6ad0b5e8 6aeb73ac 00000001 00000001 MSO!Ordinal4173+0x4bf
0040d6d8 6ad0b568 09a1ef10 6aeaeec4 00000001 MSO!Ordinal4173+0x55f
0040d6f0 6abb98f0 09a054d0 09a1ef10 0040d72c MSO!Ordinal4173+0x4df
0040d71c 6ad0b548 6ad0b54f 0040d72c 6aeaeec4 MSO!Ordinal6791+0x133
0040d734 6ad0b3db 6aeaeec4 00000001 09a1ef10 MSO!Ordinal4173+0x4bf
0040d75c 6ac8f807 0040d790 6aeaeec4 0040d8c0 MSO!Ordinal4173+0x352
0040d7d8 6abba3c8 096ed6e0 00000000 096ed6a8 MSO!Ordinal6262+0xc50
0040d85c 6aba6040 096ed6a8 09a1ef10 0040d8c0 MSO!Ordinal1912+0x7bf
0040d8ac 6abba395 096ed6a8 0040d8c0 00000002 MSO!Ordinal8497+0x1f6
0040d8d0 6abba368 096ed6a8 096ed6a8 096ed738 MSO!Ordinal1912+0x78c
0040d8f4 6abba30e 00000001 096ed700 096e29f8 MSO!Ordinal1912+0x75f
0040d918 6abba30e 00000001 096e29c0 096e1a28 MSO!Ordinal1912+0x705
0040d93c 6abba30e 00000001 096e19f0 096e1a80 MSO!Ordinal1912+0x705
0040d960 6abba30e 00000001 096e1a48 096e1ad8 MSO!Ordinal1912+0x705
0040d984 6abba30e 00000001 096e1aa0 096e1b30 MSO!Ordinal1912+0x705
0040d9a8 6abba30e 00000001 096e1af8 096e1be0 MSO!Ordinal1912+0x705
0040d9cc 6abba30e 00000001 096e1ba8 096e1c38 MSO!Ordinal1912+0x705
0040d9f0 6abba30e 00000001 096e1c00 096e1c90 MSO!Ordinal1912+0x705
0040da14 6abba30e 00000001 096e1c58 096e1ce8 MSO!Ordinal1912+0x705
0040da38 6abba30e 00000001 096e1cb0 096e1d40 MSO!Ordinal1912+0x705
0040da5c 6abba30e 00000001 096e1d08 096e1d98 MSO!Ordinal1912+0x705
0040da80 6abba30e 00000001 096e1d60 096e1df0 MSO!Ordinal1912+0x705
0040daa4 6abba30e 00000001 096e1db8 096e1ea0 MSO!Ordinal1912+0x705
0040dac8 6abba30e 00000001 096e1e68 096d10f0 MSO!Ordinal1912+0x705
0040daec 6abba30e 00000001 096d10b8 096e1768 MSO!Ordinal1912+0x705
0040db10 6abba30e 00000001 096e1730 096e17c0 MSO!Ordinal1912+0x705
0040db34 6abba30e 00000001 096e1788 096e1818 MSO!Ordinal1912+0x705
0040db58 6abba30e 00000001 096e17e0 096b68b8 MSO!Ordinal1912+0x705
0040db7c 6abba30e 00000001 096b6880 061c97b8 MSO!Ordinal1912+0x705
0040dba0 6abba30e 00000001 061c9780 061c6038 MSO!Ordinal1912+0x705
0040dbc4 6abba30e 00000001 061c6000 061c6090 MSO!Ordinal1912+0x705
0040dbe8 6abba30e 00000001 061c6058 061c6140 MSO!Ordinal1912+0x705
0040dc0c 6abba30e 00000001 061c6108 061e70e8 MSO!Ordinal1912+0x705
0040dc30 6abba30e 00000001 061e70b0 061e7198 MSO!Ordinal1912+0x705
0040dc54 6abba30e 00000001 061e7160 061297f0 MSO!Ordinal1912+0x705
0040dc78 6abba30e 00000001 06140ce8 00000001 MSO!Ordinal1912+0x705
0040dc9c 6abba243 00000001 061114f8 00000000 MSO!Ordinal1912+0x705
0040dcc0 6ac6a8d1 061297b8 061519b8 0619eee8 MSO!Ordinal1912+0x63a
0040dcf0 6abedb3f 00040a82 061519b8 107972b8 MSO!Ordinal1003+0x1b3
0040dd08 6abedaaf 00000001 00000001 00000000 MSO!Ordinal7113+0x21b
0040dd24 6abed920 00040a82 00000001 00000000 MSO!Ordinal7113+0x18b
0040dd38 0f799a06 00040a82 00000001 0f7985c0 MSO!Ordinal287+0x10
0040dd5c 0f798409 107972b8 00000000 6aa9761f WWLIB!DllGetClassObject+0x64d4d
0040dd84 0f796325 b958c8d5 752c1222 0f730000 WWLIB!DllGetClassObject+0x63750
0040fdfc 013515c4 01350000 00000000 00734767 WWLIB!DllGetClassObject+0x6166c
0040fe20 01351558 01350000 00000000 00734767 WINWORD+0x15c4
0040feb4 752c338a 7efde000 0040ff00 77169f72 WINWORD+0x1558
0040fec0 77169f72 7efde000 61a2d403 00000000 kernel32!BaseThreadInitThunk+0xe
0040ff00 77169f45 013510d4 7efde000 ffffffff ntdll!__RtlUserThreadStart+0x70
0040ff18 00000000 013510d4 7efde000 00000000 ntdll!_RtlUserThreadStart+0x1b

STACK_COMMAND: ~0s; .ecxr ; kb

SYMBOL_STACK_INDEX: 0

SYMBOL_NAME: wwlib!DllGetClassObject+9e76c

FOLLOWUP_NAME: MachineOwner

MODULE_NAME: WWLIB

IMAGE_NAME: WWLIB.DLL

DEBUG_FLR_IMAGE_TIMESTAMP: 5396ad52

FAILURE_BUCKET_ID: NULL_CLASS_PTR_READ_CALL_c0000005_WWLIB.DLL!DllGetClassObject

BUCKET_ID: APPLICATION_FAULT_NULL_CLASS_PTR_READ_CALL_wwlib!DllGetClassObject+9e76c

WATSON_STAGEONE_URL: http://watson.microsoft.com/StageOne/WINWORD_EXE/15_0_4631_1000/5396ad5c/WWLIB_DLL/15_0_4631_1000/5396ad52/c0000005/000a3425.htm?Retriage=1

WATSON_IBUCKET: 362486679

WATSON_IBUCKETTABLE: 17

Followup: MachineOwner
---------

This thread is locked. You can vote as helpful, but you cannot reply or subscribe to this thread.

Replies (1)

Daniel Jackson

Hi,

Thank you for posting your query in Microsoft Office Community.

Before we proceed, I need more information to help you better.

1) Is this computer connected to the same network/domain?

2) If above is true, is it on the same network/domain in which the template works as expected for other users?

Meanwhile, you may also refer to reply posted by Girish M on August 21, 2014 in the following thread and see if it helps.
http://answers.microsoft.com/en-us/office/forum/office_2013_release-word/word-2013-crashes-when-opening-a-file/f31ec41e-971c-4394-869f-34ffdd6526cb

Note: If replacing ‘wwlib.dll’ fails, re-install the Office as mentioned by Girish M.

We look forward to your reply.

Thank you.

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

Question Info

Last updated October 5, 2021 Views 1,135 Applies to:

Microsoft Word 2013 continually crashes when opening document containing custom template

Replies (1) 

Question Info

Replies (1)