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Question
Wednesday, April 10, 2019 11:09 AM
Windows 10 1809
Excel 2013
The user creates a simple graph in Excel. When he clicks on the axis in order to edit Excel crashes. The event log contains this entry:
Faulting application name: EXCEL.EXE, version: 15.0.5111.1000, time stamp: 0x5c425857 Faulting module name: oart.dll, version: 15.0.5111.1000, time stamp: 0x5c425a13 Exception code: 0xc0000005 Fault offset: 0x00000000005cb2e2 Faulting process ID: 0xb30 Faulting application start time: 0x01d4e94690a56014 Faulting application path: C:\Program Files\Microsoft Office 15\root\office15\EXCEL.EXE Faulting module path: C:\Program Files\Microsoft Office 15\root\office15\oart.dll Report ID: d7ef1281-8e17-4ab8-83c4-28496a46dc6a Faulting package full name: Faulting package-relative application ID:
Our troubleshooting so far have been:
1. Reinstalling Windows 10 from scratch
2. Reinstalling the Office package and making sure it's the latest update
3. Tried safe mode (including disabling add-ins)
The problem is not specific to the user profile (We can reproduce with various profiles on the computer)
The problem arise for both admin and not admin users
The problem arises on several computers which are all a few years old. On older and newer computers alike the problem does not appear.
Computers are all Lenovo ThinkCentre and for those that we are working with they are all up-to-date with drivers, etc.
We are considering something like a graphic card driver compatibility issue or something similar. This based on the fact that it relates to machines of a certain age.
We are in doubt on how to progress?
All replies (5)
Thursday, April 11, 2019 2:40 AM
Hi,
Did this problem appear in all Excel files or a specific file?
What bit version of Office did you use?
First please check if all problem computers use 32-bit version Office application. If yes, try to change to 64-bit version of Office.
Then if this problem appear in specific files, please check if these files are blocked in Properties.
Regards,
Emi Zhang
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Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Office 2019.
Thursday, April 11, 2019 7:02 AM
Hi Emi,
The error appears in any Excel file. At first the user experienced the problem in an existing workbook that we then tested on another machine without any problems. We the created a new workbook and could reproduce the problem.
We are using 64-bit.
Best regards Rasmus
Monday, April 15, 2019 7:49 AM
Hi Rasmus,
Try to perform a clean boot and check if this problem is related to third part programs:
https://support.microsoft.com/en-us/help/929135/how-to-perform-a-clean-boot-in-windows
Regards,
Emi Zhang
Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact [email protected].
Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Office 2019.
Wednesday, April 17, 2019 9:29 AM
Hi Emi
We have tried to do a clean boot now without any luck.
for info We found out that the OART.DLL file was the exact same size as the file on other computers.
Thursday, April 25, 2019 1:08 PM
Hi
Is everybody all out of ideas, just like us?
Best regards Rasmus