Word and Excel crash without any error message when saving to network drive!?

Question

_{Tuesday, March 15, 2016 7:24 AM}

Hello (Office 2013 on Windows 7, Server 2012R2 Win)

When I open a Word or Excel document from or save to a network drive, the programs close immediately without an error message and immediately restart again without having saved or opened the required document. This applies to both old and new documents.

The programs have been working for years with no problems. Now I had a few days ago a hard drive crash at one client and had brought back a current image to a new hard drive. All other programs then functioned properly again, except for the above-described phenomenon in Word and Excel. However, there is a special issue. The crash only occurs when I open a document on a mapped server drive, or want to save a new document on this drive, like I am working fine for years. When I work on the Explorer network environment, via the UNC path directly on the same server directory, or working locally on the client, I can open and save all documents fine, without crashing the programs.

I have already tested the following issues without success:

- The client is a member of a domain, but it has been changed to no adjustment or the user something. In other clients, the problem does not occur

- I have the network drive disconnected and remapped

- rebooted the client and server

- uninstalled the NIC and reinstalled

- repaired Office 2013

- uninstalled and reinstalled Office 2013

- Mapped the server directory under another letter

- Mapped a directory on a NAS server. There occurs the same problem.

- Added the server drive in the word options - Trust Center the trusted locations.

- deleted the normal.dotm

- started Word and Excel in safe mode

- disabled all AddIns

- disabled Kaspersky

- All other programs work smoothly with the mapped drive

- Even my Outlook 2013 has its .pst file on the mapped drive without problems.

I have no ideas left where to look. Meanwhile, I doubt even about whether it has anything to do with the disk change and the cause lies elsewhere. Somehow it looks like a permissions problem. But why and how? Then why does any error messages comes up?

Does anyone know this phenomenon that close Word and Excel without error message and restart and has a tip, what else can I try?

Thanks for any ideas

Tiemo

All replies (8)

_{Tuesday, March 22, 2016 6:33 AM ✅Answered}

Good to see you are unblocked and thanks for sharing your solutions here.
 
It will be very beneficial for other community members who have similar questions.
 

Regards,

Ethan Hua

Please remember to mark the replies as answers if they help, and unmark the answers if they provide no help. If you have feedback for TechNet Support, contact [email protected]

_{Wednesday, March 16, 2016 2:34 AM}

Hi Tiemo,

It's great that you have tried lots of things by yourself (almost rebuilt everything).

This seems very odd, based on the steps you have performed and the symptom described above, the only thing that I can think of/suggest now is to run "Network Monitor" to capture network traffic, which might give us some hints on this:

https://www.microsoft.com/en-us/download/details.aspx?id=4865

Hope this helps.

Regards,

Ethan Hua

Please remember to mark the replies as answers if they help, and unmark the answers if they provide no help. If you have feedback for TechNet Support, contact [email protected]

_{Thursday, March 17, 2016 11:03 AM}

Hi Ethan,

thanks for jumping in.

I installed the Network Monitor 3.4, kept the selection of two network interfaces ("isatap.myDomain.local" and "LAN-Connection*4", created a new capture tab and pressed Start. The network conversation window says: "Waiting for network traffic..." but doesn't record anything. All windows keep empty.

I also tried to start the network monitor with right mouse "as admin" and I disabled kaspersky and changed the disk quota, though I have lots of free disk space. I installed the x64 version on my Win7 Client.

What am I missing?

Thanks for any help

Tiemo

P.S. meanwhile I also took the Client out from the domain and reassigned it to the domain again, with no changes.

_{Friday, March 18, 2016 7:04 PM}

I called Microsoft, they told me, they know this issue and it has to do with missing rights and I should re-assign the permission for the network directory. But they couldn't (wanted) tell me where and how.

I just tested to sign on with the Server-admin on my Win 7 client and voila, no problems at all. So this seems to show that it hasn't to do anything with the client nore with office (directly), but with the user profile or its rights.

But I have no idea, why there can be changed anything on the fly with an existing user profil, nore where and what I could repair.

Any idea?

_{Monday, March 21, 2016 2:38 AM}

Hi,

Thanks for the update.

Regarding how to use Network Monitor to capture network traffic, check this KB article for detailed steps:

https://support.microsoft.com/en-us/kb/812953

>>So this seems to show that it hasn't to do anything with the client nore with office (directly), but with the user profile or its rights.

I would also suspecting it's a permission related issue. Have you tried with new profile? Anyway, I would still stress to run Network Monitor to see what's actually going on. Let me know if you still cannot run Network Monitor successfully.

Regards,

Ethan Hua

Please remember to mark the replies as answers if they help, and unmark the answers if they provide no help. If you have feedback for TechNet Support, contact [email protected]

_{Monday, March 21, 2016 4:11 PM}

Finally it showed up that the user profil was corrupted. Neither deleting all user directories and the user profil, nore renaming the userprofil on the domain server could solve it. When logging on with the same or renamend user after deleting the profil, no new profil was created, only a temp profil. (The profil on the server was ok, because logging in on a nother client worked ok. So there must be kept some corrupted secret userprofil informations in the registry, which are not deleted, when you delete a user profil, which always lead to the corrupted build of the new profil, when trying, even, when renaming the userprofil on the server. Probably because of the same ID.

The remaining solution was to create a new user profil with a new name *sic* and rebuilding all hundreds program options for the new user, which I have tweaked over the years.

Thanks for caring.

_{Wednesday, November 29, 2017 11:45 PM | 1 vote}

I had this same problem for the past week. Very annoying. Windows 10 Pro. None of my network locations were mapped, I went to them manually. Also, my computer is not on a domain. I could save the same file on my local computer and copy it to the network location, but could not save from Word or Excel to the network location.

I fixed it by deleting all files from C:\Windows\Temp and C:\Users\my_user_name]\AppData\Local\Temp.

_{Monday, December 18, 2017 4:29 AM}

This solved my problem. Win10 Pro, Domain environment and Office 365.