visio convertion to autocad format problem

Dear Mia,

First - I apologize for the tone of my letter. I was angry but this does not excuse me. Maybe the only thing is that I am much older that you (I am definitely sure) and I am getting nervous faster. Excuse me.

All technical details in your letter are correct. I'll try to organize clean Win10 machine to install Office2021+Visio and will test it. After that I'll send to you and the other MS team technical information about the situation.

BTW a colleague of mine informed me about the same situation on other computers. And Visio stopped on all computers in my laboratory and on notebooks of my colleagues. I am the person contacting Microsoft and nothing more.

Visio 2019 and 2016 is not damaged in the same moment (nice for Microsoft annalists!).

Best regards,

Ivan Evgeniev

Hi Ivan,

Thanks for sharing the updated information with me.

Firstly, please accept my sincere apologize for the inconvenience you experienced regarding license reset after running the Online Repair process which it shouldn't have been caused that affect. And I should have been more careful with this and understood how frustrating this might have been for you since the license now has to get re-activated with the contact of admin that you are already in a very urgent situation of this issue nearly for new semester, and I deeply regret any trouble it has caused for you and your work.

Currently, we have identified the Visio crash issue started with a recent product update since before Jan, opening with AutoCAD files like dwg/dxf worked correctly and smoothly on your device while now in version 16.0.14332.20848 it failed to work. In this situation, as a community moderator here with granted Visio test environment of Visio 365 subscription, I failed to simulate the same Visio environment as yours with LTSC license and to further confirm whether the issue is related to the product side itself instead of the local device environment.

In this situation, to make sure you can get the proper and dedicated support from the escalated support team with more LTSC product license than us, I sincerely suggest you contact the online support team with real-time chat channel and so they can help you remotely and collect the Visio crash logs to find out the root cause. They may also involve more resources to investigate the issue from testing with the same Visio version as yours. This would be the most efficient way to handle this case for you. Reference: Contact Us - Microsoft Support

To help you in speeding up and save more time for your contact with the online support team, I’d like to summarize this issue as follows to help you directly copy and share with the online engineers.

Issue Descriptions

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Visio will crash/stop automatically when trying to open any AutoCAD format file like dwg or dxf.

Test summary

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From Visio 365 latest version 2502 (Build 18526.20070), failed to reproduce with online demo dwg files.

Troubleshoot Steps

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1. Already updated to the latest version
2. Visio repaired but issue persists
3. In Safe Mode it persists
4. In Clean Boot it persists

Further troubleshooting directions

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1. Help to test with same Visio 2021 LTSC MSO (16.0.14332.20848) 64-bit product version and confirm if it's a potential version bug
2. Help customer to deploy the test on new local system profile and see if the issue persists. Note to carefully avoid any possible license influence.
3. If so, help troubleshooting from device local system environment backend and locate the blame cause with Visio crash/quit.

Once again, I truly apologize for any inconvenience this may have caused and thank you for your understanding. I do hope this Visio issue can get addressed for you efficiently with more resourceful and escalated Microsoft support channel support permission.

Best Regards,

Mia

I read your message once more

This problem appeared after Jan 25th update

Ivan

I tried to repair visio using online repair

The STUPID repair tool removed all activations for every Office product installed on my computer. Because this is University's license now I have to ask the sysadmin to activate my office products again (extremely user-unfriendly action from MS).

And the semester goes on BTW.

Hi, Mia

I'll do all steps from your mail tomorrow.

Today is lecturing day.

Regards

Ivan