Word 2013 crashes when opening a file

We have 50 computers running Office 2013 through Office 365.

One and only one user, who happens to be a director, cannot open most word documents. 

I have been sent one such document. I can open it. Others can open it.  It is  a boring 1 page letter.

He has no addins installed and has no other problems with the computer.  He is using Microsoft  Security Essentials.  He is running Windows 7 64 bit, and the latest version of Office 2013 32bit.

Here is a demonstration of the crash happening when downloading an RTF file off our sharepoint site https://www.youtube.com/watch?v=Y2ZXXhRjw3M

Any one got any ideas?

Thanks in advance.

Dave A

 

Question Info


Last updated October 9, 2019 Views 3,258 Applies to:

Hi Dave,

Does the issue occur only while accessing files from the SharePoint site?

Let us refer to the steps mentioned in the following article and check if it helps.

http://support.microsoft.com/kb/921541

If issue persists, you may post the Error report logged in the Windows 7 event viewer to help you better.

http://windows.microsoft.com/en-US/windows7/What-information-appears-in-event-logs-Event-Viewer

Follow the steps and let us know if that helps.

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Hi. It happens either accessing it via SharePoint OR when the file is opened from the local harddrive.

The Fix It feature of the web page at http://support.microsoft.com/kb/921541, did not actually fix it. :(

The event viewer revealed the following:

Log Name:      Application

Source:        Application Error

Date:          6/08/2014 10:37:54 AM

Event ID:      1000

Task Category: (100)

Level:         Error

Keywords:      Classic

User:          N/A

Computer:      Kris-PC

Description:

Faulting application name: WINWORD.EXE, version: 15.0.4631.1000, time stamp: 0x5396ace5

Faulting module name: wwlib.dll, version: 15.0.4631.1000, time stamp: 0x5396ad52

Exception code: 0xc0000005

Fault offset: 0x0100a0c0

Faulting process id: 0x2204

Faulting application start time: 0x01cfb10ea445fc0d

Faulting application path: C:\Program Files\Microsoft Office 15\Root\Office15\WINWORD.EXE

Faulting module path: C:\Program Files\Microsoft Office 15\Root\Office15\wwlib.dll

Report Id: e703cfe5-1d01-11e4-bb14-2016d89252b5

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="Application Error" />

    <EventID Qualifiers="0">1000</EventID>

    <Level>2</Level>

    <Task>100</Task>

    <Keywords>0x80000000000000</Keywords>

    <TimeCreated SystemTime="2014-08-06T00:37:54.000000000Z" />

    <EventRecordID>75082</EventRecordID>

    <Channel>Application</Channel>

    <Computer>Kris-PC</Computer>

    <Security />

  </System>

  <EventData>

    <Data>WINWORD.EXE</Data>

    <Data>15.0.4631.1000</Data>

    <Data>5396ace5</Data>

    <Data>wwlib.dll</Data>

    <Data>15.0.4631.1000</Data>

    <Data>5396ad52</Data>

    <Data>c0000005</Data>

    <Data>0100a0c0</Data>

    <Data>2204</Data>

    <Data>01cfb10ea445fc0d</Data>

    <Data>C:\Program Files\Microsoft Office 15\Root\Office15\WINWORD.EXE</Data>

    <Data>C:\Program Files\Microsoft Office 15\Root\Office15\wwlib.dll</Data>

    <Data>e703cfe5-1d01-11e4-bb14-2016d89252b5</Data>

  </EventData>

</Event>

I hope this helps

Regards

Dave A

 

Dave A

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Dave, if you have Abbyy FineReader installed on the computer, that may be the cause. See http://support.microsoft.com/kb/2755838.

If that isn't it, there's a fairly obscure possibility, explained in Tom Ligon's post of June 7, 2013 in this thread.

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Abbyy FineReader is not installed on the computer.
Dave A

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Hello Dave,

 

Thank you for replying.

 

To resolve the issue, you may either replace the ‘wwlib.dll’ file from a working computer in the following location ‘C:\Program Files\Microsoft Office 15\Root\Office15’ or uninstall and re-install Office 2013 on the computer.

 

Note: Ensure to delete the Office15 folder from the location ‘C:\Program Files\Microsoft Office 15\Root’ before reinstalling Office 2013.

 

Thank you.

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I have placed a WWLIB.DLL from a working computer over the top of the same file on the computer that is not working.

It did not fix it.

The event viewer recorded to events when Word crashes

Faulting application name: WINWORD.EXE, version: 15.0.4631.1000, time stamp: 0x5396ace5
Faulting module name: wwlib.dll, version: 15.0.4631.1000, time stamp: 0x5396ad52
Exception code: 0xc0000005
Fault offset: 0x0100a0c0
Faulting process id: 0xd88
Faulting application start time: 0x01cfbdd0f3447d87
Faulting application path: C:\Program Files\Microsoft Office 15\Root\Office15\WINWORD.EXE
Faulting module path: C:\Program Files\Microsoft Office 15\Root\Office15\wwlib.dll
Report Id: 34466a0f-29c4-11e4-9c19-2016d89252b5

and

Fault bucket , type 0
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: WINWORD.EXE
P2: 15.0.4631.1000
P3: 5396ace5
P4: wwlib.dll
P5: 15.0.4631.1000
P6: 5396ad52
P7: c0000005
P8: 0100a0c0
P9:
P10:

Attached files:
C:\Users\Kris\AppData\Local\Temp\82680623.cvr
C:\Users\Kris\AppData\Local\Temp\CVR8619.tmp.cvr
C:\Users\Kris\AppData\Local\Temp\WER9BEA.tmp.WERInternalMetadata.xml

These files may be available here:
C:\Users\Kris\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_WINWORD.EXE_486d895d899b4323d3ca73c05267abac8606cf9_1cb5ac8d

Analysis symbol:
Rechecking for solution: 0
Report Id: 34466a0f-29c4-11e4-9c19-2016d89252b5
Report Status: 65

Dave A

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Did you ever solved this issue, David?

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Reinstalling Office is the only solution have found so far. So, hopefully it helps you too.
Truth is still truth, even if you don't believe in it.

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