ntdll.dll crashing Office 2013

Seeing the following error out of the blue with Office 2013 (Outlook, Word, Excel - all produce same error).  Application will not stay loaded for more than 30 seconds.

 

Have taken the following steps to troubleshoot with no resolution:

 

-Uninstalled Abby Fine Reader

-No BT add-ins

-disabled ALL add ins (PDFMaker,OneNote)

-Repaired Office 2013 (professional edition)

-Removed Office 2013, rebooted, reinstalled to different physical drive on PC.

-Running NIS2013 - completed full virus scan.

-Ran HitmanPro 3 for 2nd opinion and can rule out RootKit, Virus, Malware etc.

-Outlook 13, Word 13, Excel 133 all function in SAFE MODE.  But need to use software in regular mode.   At least I can get my e-mail via safe mode.

 

Very much appears that ntdll.dll is part of the problem.   Need some help from the community!


Thanks (event log below)

 

 

 

 

 

Event log:

Log Name:      Application
Source:        Application Error
Date:          4/17/2013 4:57:04 PM
Event ID:      1000
Task Category: (100)
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      ITMGR-WIN8.300.Universalmacomb.com
Description:
Faulting application name: WINWORD.EXE, version: 15.0.4481.1508, time stamp: 0x513f5293
Faulting module name: ntdll.dll, version: 6.2.9200.16420, time stamp: 0x505ab405
Exception code: 0xc0000374
Fault offset: 0x00000000000ea485
Faulting process id: 0x12d0
Faulting application start time: 0x01ce3bae01bcdc3d
Faulting application path: G:\Program Files\Microsoft Office\Office15\WINWORD.EXE
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report Id: 5b55c079-a7a1-11e2-bec5-e06995fb9481
Faulting package full name:
Faulting package-relative application ID:
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="2013-04-17T20:57:04.000000000Z" />
    <EventRecordID>72979</EventRecordID>
    <Channel>Application</Channel>
    <Computer>ITMGR-WIN8.300.Universalmacomb.com</Computer>
    <Security />
  </System>
  <EventData>
    <Data>WINWORD.EXE</Data>
    <Data>15.0.4481.1508</Data>
    <Data>513f5293</Data>
    <Data>ntdll.dll</Data>
    <Data>6.2.9200.16420</Data>
    <Data>505ab405</Data>
    <Data>c0000374</Data>
    <Data>00000000000ea485</Data>
    <Data>12d0</Data>
    <Data>01ce3bae01bcdc3d</Data>
    <Data>G:\Program Files\Microsoft Office\Office15\WINWORD.EXE</Data>
    <Data>C:\WINDOWS\SYSTEM32\ntdll.dll</Data>
    <Data>5b55c079-a7a1-11e2-bec5-e06995fb9481</Data>
    <Data>
    </Data>
    <Data>
    </Data>
  </EventData>
</Event>

 

Question Info


Last updated December 10, 2019 Views 65,173 Applies to:

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Hi,

 

The error related to ntdll.dll may occur due to the following reasons:

 

· Corrupt Windows user profile

 

· Non-Microsoft application / service conflicting with the Office application

 

Enable Clean-boot using the steps given here and then open the Office applications to verify the status. Clean Boot helps to eliminate the software conflicts.

 

Note: once the troubleshooting is done, enable Normal Start-up.

 

If the issue still persists, you may also create a new Windows User Account / profile and verify the results.

 

Refer the following link for more information:

 

http://windows.microsoft.com/en-in/windows-8/create-user-account

 

Let us know the results to help you better.

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How can I test to determine if my user profile is corrupt?  Note, I am working in a domain environment.

Attempted the clean boot procedure outlines above, disabling items in MSCONFIG as per the support article.  Outlook continues to crash and keeps pointing to the ntdll.dll.


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I can confirm this is indeed a corrupt profile.   I can locate several articles on line copying my corrupt profile to a new profile.  However, upon creating a local admin account on this machine, I cannot log onto it locally as I'm receiving a message

"User Profile Service failed the login."

Very close to giving up on Microsoft and Windows 8.  


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Hi,

 

 

Since it is an issue with the Windows user profile, you may post the question in the Windows Community. They will be able to help you in resolving this issue.

 

 

Please refer the following link for more information:

 

 

http://answers.microsoft.com/en-us/windows/forum/windows_8-files?tm=1366728217004

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What I have done:

open registry

find Under HKEY_USERS\...\Software\Microsoft\Office\<version =15.0 for Office 2013>\Common

Rename 'Common' as 'Common_Bad'

Open word, Answer the question for reinitiate word

Word would stay open.


REgards


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Do you have a language pack installed? For a user in France setting the Office language back to English allows Lync starting up.

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I am having the same error pointing to ntdll.dll when opening xlsx files on Excel, no problem with opening old xls files. Did anyone figure out what's the problem here?

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What I have done:

open registry

find Under HKEY_USERS\...\Software\Microsoft\Office\<version =15.0 for Office 2013>\Common

Rename 'Common' as 'Common_Bad'

Open word, Answer the question for reinitiate word

Word would stay open.


REgards


Thank you PetitRooster!

This worked perfectly for me.  I had Microsoft Phone support on the phone and they were about to send me down the rabbit hole.  One small correction:  the key I needed to change was HKEY_CURRENT_USER\Software\Microsoft\Office\15.0\Common changing Common to Common_BAD

Thanks again,

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I had the same problem and kept on replacing the normal.dotm file. But this did not fix the problem.

However after performing the solution you indicated, fixed the problem.

renamed:  HKEY_CURRENT_USER\Software\Microsoft\Office\15.0\Common changing Common to Common_BAD

restarted word, and answer no thanks for some settings (didn't give much information).

I opened word several times, so far it did not crash.

Thanks all!

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I tried a number of things, including what you suggested, as the problem persisted.  However, I was able to finally solve it:

From the Programs and Features page, highlight "Microsoft Office 365" (or whatever version you have), then click "Change".  From there is the option to repair.  Select "Repair on-line".  It will take about 10~15 minutes or so to complete.

I've found that since performing this repair, Office programs such as Excel and Word are not crashing on module ntdll.dll.

***EDIT:  This "repair" is apparently not complete.  It has just reduced the occurrences of the crashes, but not eliminated them.  I think I'll have to go the route of renaming registry entries.

***EDIT 2:  This registry tweak is temporary.  The problem resurfaced after another Windows Update (they happen frequently these days).  I still have yet to find an effective resolution.

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