Word 2016 Crashes When Opening Hyperlink In Document

Question

_{Wednesday, May 15, 2019 1:27 PM}

Hi Everyone,

I have an issue impacting all Windows 10 workstations running Word 2016.  Users are able to create hyperlinks and insert them into documents.  When they try to open the hyperlink from the Word document, Word crashes immediately.  The application error in event viewer is id 1000 and the faulting module is mso99Lwin32client.dll.  This behavior only started after the most recent round of updates.

Is anyone else seeing this?  Does anyone know how to resolve the issue?

Thanks!

All replies (12)

_{Thursday, May 16, 2019 8:12 AM}

Hi,

What version of Office are you using? Please try to remove the recent installed Office updates to have a check.

Have a check in Word safe mode and see if the issue persists:Press Win + R and type "winword.exe /safe" in the blank box, then press Enter.

If the issue persists, please try to uninstall and reinstall Office 2016 to have a check.

If you have any updates, feel free to post back to let us know.

Best Regards,

Herb

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.

_{Monday, May 20, 2019 7:56 AM}

I have the exact same issue. Windows 10 machine running 2016 crashes when you click on a hyperlink.

Event viewer displaying same event ID 1000, and same DLL. 

Running Word in safe mode, the issue does not happen.

Repairing Office install did not fix the issue.

Faulting application name: WINWORD.EXE, version: 16.0.4849.1000, time stamp: 0x5cb5fde5
Faulting module name: mso99Lwin32client.dll, version: 16.0.4849.1000, time stamp: 0x5cb5f946
Exception code: 0xc0000005
Fault offset: 0x002375f0
Faulting process id: 0x2504
Faulting application start time: 0x01d50ee046015d2d
Faulting application path: C:\Program Files (x86)\Microsoft Office\Office16\WINWORD.EXE
Faulting module path: C:\Program Files (x86)\Common Files\Microsoft Shared\Office16\mso99Lwin32client.dll
Report Id: 3a6f22db-fb73-46a8-afc5-2c79a1b3c739

_{Tuesday, May 21, 2019 7:06 AM}

Hi,

I am checking the status of this issue. Do you have any update for it?

If my reply is helpful to this question, please remember to mark it as answer. Your action would be helpful to other users who encounter the same issue and read this thread. Thanks for your understanding.

Anything unclear or any questions, feel free to post them back to let us know. I will be glad to follow up and help you.

Best Regards,

Herb

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.

_{Tuesday, May 21, 2019 2:14 PM}

I am having the same issue impacting several users, when they click on a hyperlink in Word it crashes Word, I have tried running Word in safe mode and it does the same.  Looking at the event logs I see the following application error:

_{Tuesday, May 21, 2019 3:50 PM | 1 vote}

We are experiencing the same issue with Word & Excel.  Only seems to happen with hyperlinks that open a browser as if we link a local file, it opens correctly.

I should add that this is on Windows 7 x64 with O2k16 x32.

Copied mso99Lwin32client.dll from a Windows 10 x64 with O2k16 x32 that was working to a non working Windows 7 and now Excel can open hyperlinks.  Version of the working file is 16.0.4849.1001.  The non-working version was 16.0.4849.1000.

_{Tuesday, May 21, 2019 4:25 PM}

We were having this exact issue, but not on every machine. The problem seems to be with a corrupted dll file (mso99Lwin32client.dll), so we copied that file from a good machine to one of the bad ones, and it seemed to fix the problem.

_{Tuesday, May 28, 2019 6:25 AM}

Still broken for me. I have tried the recommendations in this thread about replacing the .dll file (mso99Lwin32client.dll) with a copy of the file from another machine that does not have the issue, but unfortunately it is still happening. For me, it is when I am clicking a hyperlink which cross-references to another part of the document such as the table of contents. This is quite frustrating as I use these very frequently. 

_{Tuesday, May 28, 2019 1:35 PM}

Dear all,

I had the same issue, and this thread helped me to find the solution. I tried what you said, safe mode, replacing dll, nothing worked…

But I search on google the dll you mentionned with some key words… And I found on support.microsoft website a KB that should be uninstalled because it would cause our issue.

The KB is KB4462238:

support.microsoft.com/en-us/help/4462238/may-7-2019-update-for-office-2016-kb4462238

(I cannot paste weblink properly, I just created my account to give you this tip)

I uninstalled the KB and I have no issue anymore :)

Hope it will solve the issue for you!

_{Tuesday, May 28, 2019 5:10 PM | 2 votes}

The following patch fixes the issue also, but cannot be downloaded to a WSUS server, so each individual PC must have it installed.

https://support.microsoft.com/en-us/help/3085534/may-20-2019-update-for-office-2016-kb3085534

Why MS would release KB4462238 with known issue such as this, pull it a day later, and then not let admins import the patch that fixes it in to WSUS is beyond my comprehension.

_{Friday, May 31, 2019 3:48 PM}

Scott, I have been wrestling with this for days.  Thank you so much for your insight!

Although the Microsoft article only mentions that the issue occurs "...when hyperlinks are clicked in Word or Outlook", I was experiencing the same problem with users clicking hyperlinks in Excel 2016.

I can confirm that applying update 3085534 also fixes the problem in Excel.

_{Monday, June 10, 2019 8:17 PM}

 We really need to get them (Microsoft Office support team)  to make this information more readily available, bloody lucky I stumbled into this post. I get the pre-release newsletter of upcoming patches, they should also email out to that same enterprise newsletter when they pull a patch.

_{Thursday, July 30, 2020 7:54 AM}

Try the option for "Disable hardware graphics acceleration" from within the offending program.

This setting has worked for me, when everything else failed.