Ask a new question

Same problem but everything is different

Split from this thread about Office 2016

Do you get an error message when you try to open the applications? If so, can you copy the first 50 or so lines of the error report (click More Information button in the crash reporter) and paste them into a reply here?

Since you did a complete uninstall/reinstall of Office, my intuition is that the problem lies outside of Microsoft Office.

Two troubleshooting steps you can take that are fairly painless:

1. Verify your startup volume.

Repair a disk using Disk Utility on Mac - Apple Support

2. If that doesn't fix the problem try reinstalling Mac OS. Do NOT erase!!

Repair a disk using Disk Utility on Mac - Apple Support

Jim, I have exactly the same problem, but it began _after_ I'd already installed Catalina and Office 2016 was working fine with it. I used the Autoupdater function to update Word (but I guess it actually updates all of Office), and since then Office doesn't work. I've tried redownloading and even downloading Office 2019, but the same thing happens. I used Command-R to reinstall Catalina as you suggested, which worked for TeunMazereeuw in this thread, but as soon as I tried opening Word after that system reinstall I got the same error message. Below are the first seventy lines or so of the error message. Any clue?

Bob Hymes

Microsoft Error Reporting log version: 2.0

Error Signature:
Exception: EXC_BAD_ACCESS
ExceptionEnumString: 1
Exception Code: KERN_PROTECTION_FAILURE (0x0000700001f97fe0)
Date/Time: 2019-11-08 21:44:19 +0000
Application Name: Microsoft Word
Application Bundle ID: com.microsoft.Word
Application Signature: MSWD
Application Bitness: x64
Application Version: 16.30.0.19101301
Crashed Module Name: CoreGraphics
Crashed Module Version: 2.0.0
Crashed Module Offset: 0x000000000005eed6
Blame Module Name: unknown
Blame Module Version: 16.30.0.191013
UnsymbolicatedChecksum: A977AE5929113D588B9E7E448198054A
Blame Module Offset: unknown
StackHash: 559d20ef0e6dd9c6-dm_1_bk_bt
Application LCID: 1033
Extra app info: Reg=en Loc=0x0409
Build Type: Release
Crashed thread Stack Pointer: 0x_0000700001f97fa0
Crashed thread: 1


Thread 0 (0xecb5):

#  1  0x00007fff68b4cf9a in ___psynch_mutexwait + 0x0000000A (libsystem_kernel.dylib + 0x0000000000003f9a) 0x0000000000000000
#  2  0x00007fff68c09715 in __pthread_mutex_firstfit_lock_slow + 0x000000DE (libsystem_pthread.dylib + 0x0000000000001715) 0x0000000000000000
#  3  0x0000000112ade149 in  (mso40ui + 0x000000000000c149) 0x00007ffee3cfe8f0
#  4  0x0000000112ae658b in  (mso40ui + 0x000000000001458b) 0x00007ffee3cfe910
#  5  0x0000000112b0425e in  (mso40ui + 0x000000000003225e) 0x00007ffee3cfe980
#  6  0x0000000112b0421f in  (mso40ui + 0x000000000003221f) 0x00007ffee3cfea40
#  7  0x000000010c4c203e in  (Microsoft Word + 0x00000000005d403e) 0x00007ffee3cfea60
#  8  0x000000010bfeb5f5 in  (Microsoft Word + 0x00000000000fd5f5) 0x00007ffee3cfeb50
#  9  0x000000010bfeb3be in  (Microsoft Word + 0x00000000000fd3be) 0x00007ffee3cfebd0
# 10  0x000000010bfeb061 in  (Microsoft Word + 0x00000000000fd061) 0x00007ffee3cfecd0
# 11  0x000000010bfeae90 in  (Microsoft Word + 0x00000000000fce90) 0x00007ffee3cfed00
# 12  0x000000010bfeade1 in  (Microsoft Word + 0x00000000000fcde1) 0x00007ffee3cfedf0
# 13  0x000000010c69c7c7 in  (Microsoft Word + 0x00000000007ae7c7) 0x00007ffee3cff1e0
# 14  0x000000010c69f6ef in  (Microsoft Word + 0x00000000007b16ef) 0x00007ffee3cff530
# 15  0x000000010c69eddd in  (Microsoft Word + 0x00000000007b0ddd) 0x00007ffee3cff5d0
# 16  0x000000010c69ec34 in  (Microsoft Word + 0x00000000007b0c34) 0x00007ffee3cffd00
# 17  0x000000010c662514 in  (Microsoft Word + 0x0000000000774514) 0x00007ffee3cffd70
# 18  0x000000010cc435a7 in  (Microsoft Word + 0x0000000000d555a7) 0x00007ffee3cffe20
# 19  0x000000010cc42f6e in  (Microsoft Word + 0x0000000000d54f6e) 0x00007ffee3d01740
# 20  0x000000010cc3f47f in  (Microsoft Word + 0x0000000000d5147f) 0x00007ffee3d038c0
# 21  0x000000010cc428df in  (Microsoft Word + 0x0000000000d548df) 0x00007ffee3d03b70
# 22  0x000000010cc4265a in  (Microsoft Word + 0x0000000000d5465a) 0x00007ffee3d03bb0
# 23  0x000000010d13448d in  (Microsoft Word + 0x000000000124648d) 0x00007ffee3d03bd0
# 24  0x000000010c6b75b3 in  (Microsoft Word + 0x00000000007c95b3) 0x00007ffee3d03c90
# 25  0x000000010d93d36d in  (Microsoft Word + 0x0000000001a4f36d) 0x00007ffee3d03d30
# 26  0x000000010d9e1e83 in  (Microsoft Word + 0x0000000001af3e83) 0x00007ffee3d03fd0
# 27  0x000000010bf67e0a in  (Microsoft Word + 0x0000000000079e0a) 0x00007ffee3d04070
# 28  0x000000010ff73db9 in  (mso30 + 0x000000000007bdb9) 0x00007ffee3d040c0
# 29  0x000000010ff73d35 in  (mso30 + 0x000000000007bd35) 0x00007ffee3d04120
# 30  0x000000010ff65bc6 in  (mso30 + 0x000000000006dbc6) 0x00007ffee3d04140
# 31  0x000000010fb3c3fa in  (mso20 + 0x00000000000cb3fa) 0x00007ffee3d04190
# 32  0x000000010fb3b931 in  (mso20 + 0x00000000000ca931) 0x00007ffee3d04220
# 33  0x000000010fb38c09 in  (mso20 + 0x00000000000c7c09) 0x00007ffee3d04240
# 34  0x000000010fb38504 in  (mso20 + 0x00000000000c7504) 0x00007ffee3d042b0
# 35  0x000000010ff61f5e in  (mso30 + 0x0000000000069f5e) 0x00007ffee3d04350
# 36  0x000000010ff72985 in  (mso30 + 0x000000000007a985) 0x00007ffee3d043d0
# 37  0x000000010d992ff2 in  (Microsoft Word + 0x0000000001aa4ff2) 0x00007ffee3d04450
# 38  0x000000010d992d2c in  (Microsoft Word + 0x0000000001aa4d2c) 0x00007ffee3d044e0
# 39  0x000000010d9d91e5 in  (Microsoft Word + 0x0000000001aeb1e5) 0x00007ffee3d04570
# 40  0x000000010bf53ba6 in  (Microsoft Word + 0x0000000000065ba6) 0x00007ffee3d056f0
# 41  0x000000010d9917d1 in  (Microsoft Word + 0x0000000001aa37d1) 0x00007ffee3d07020
# 42  0x000000010d99110f in  (Microsoft Word + 0x0000000001aa310f) 0x00007ffee3d07140
# 43  0x000000010c74e7cd in  (Microsoft Word + 0x00000000008607cd) 0x00007ffee3d07260
# 44  0x000000010c74dc55 in  (Microsoft Word + 0x000000000085fc55) 0x00007ffee3d08850
# 45  0x000000010c74a21b in  (Microsoft Word + 0x000000000085c21b) 0x00007ffee3d08950
# 46  0x000000010c747d0a in  (Microsoft Word + 0x0000000000859d0a) 0x00007ffee3d0a750
# 47  0x000000010ced5a0a in  (Microsoft Word + 0x0000000000fe7a0a) 0x00007ffee3d0a880
# 48  0x000000010ced5f20 in  (Microsoft Word + 0x0000000000fe7f20) 0x00007ffee3d0ac70
# 49  0x000000010bfa690e in  (Microsoft Word + 0x00000000000b890e) 0x00007ffee3d0b130
# 50  0x000000010bfa685e in  (Microsoft Word + 0x00000000000b885e) 0x00007ffee3d0b160

Hi Robert,

You have Office 2019. The other person had Office 2016.

Your crash log says:

Crashed Module Name: CoreGraphics
Blame Module Name: unknown

I have some questions.

Did you completely remove Office before reinstalling? If not, you may have to do that:

Uninstall Office for Mac - Office Support

On the other hand, if you are running Catalina Mac OS 10.15 or 10.15.1 and your Mac has multiple monitors and/or graphics cards then that is almost certainly the problem. Mac OS Catalina has a major problem with multiple monitors and/or graphics cards. If that's the case, completely remove and install Office version 16.29.1

Update history for Office for Mac | Microsoft Docs

Be sure to include the version number and OS version when asking your question.

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.

Thanks for this advice! I thought I had completely removed Office before reinstalling, but I used Cleanmymac to do the job (it claims to delete all associated files when it removes a program), so maybe it didn’t really happen. I’ll try the Uninstall program you’ve given me the link to.

As for graphics cards, I’m running Catalina 10.15.1 on a MacBook Pro from 2015, which as far as I know has only one graphics card — yes? I never use a second monitor with it.

thanks again,

Bob

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.

Hi Robert,

Haven’t heard from you for a while, did you try the method about uninstall program provided by Jim? Please feel free to post back anytime, let us know if you still need help on this question.

Regards,
Jazlyn

-----------
•Beware of Scammers posting fake Support Numbers here.
•Please let us know if this is helpful and if the solution worked for you, as it can benefit others who are facing the same scenario.

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.

2015 MacBook pros have an issue with Catalina.  Before uninstall/reinstall, try the 16.31 build which should be available now or later today. Go to the Help menu in any Office app and choose Check for Updates to get the update. This update may fix the problem.
Be sure to include the version number and OS version when asking your question.

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 220 Applies to: