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mso20win32client.dll fault when opening certain files on networked storage from certain computers.

Question

Monday, May 25, 2020 9:00 PM

Faulting application name: EXCEL.EXE, version: 16.0.12730.20270 (and 16.0.12730.20250, etc...)
Faulting module name: mso20win32client.dll, version: 0.0.0.0
Exception code: 0x0061c8d8

  • Occurs when opening documents from a local network location; Excel closes after splash screen.
  • Observed in Office 2016 and 2019, 32- and 64-bit, all on the same domain.
  • Word is also affected.
  • Only certain files are affected on each computer.
    i.e. other users experience the same issue with the same files on the affected computer, but not on other computers.
  • Run as admin does not fix the issue.
  • Running Excel in Safe Mode does not fix the issue.
  • Rebooting does not fix the issue.
  • Renaming the file does not fix the issue.
  • Renaming/deleting local user Office folders does not fix the issue.
    e.g. C:\Users\username\AppData\Local\Microsoft\Office, C:\Users\username\AppData\Roaming\Microsoft\Office\
  • Repairing or re-installing Office does not fix the issue.
  • Accessing the files via both UNC paths and mapped drives results in the same error.
  • Occurs on two separate network storage clusters.
  • Occurs both on-premises and over VPN.

Copying the file - either locally or in the same network location - allows it to open properly.

Has anyone seen this before? Haven't been able to find this exact issue so far.

All replies (7)

Tuesday, May 26, 2020 4:33 AM

Copies created in C:\Users\user>\AppData\Local\Microsoft\Windows\INetCache\Content.MSO\ also open correctly when manually opened.

Tuesday, May 26, 2020 8:24 AM

Hi ArthurDecorations,

>> Accessing the files via both UNC paths and mapped drives results in the same error.

<< Have you tried to open these certain files in Excel app via browsing the mapped drives?

What are your network storage? Such as SharePoint online, OneDrive or others?

Please test the newer version of Office (Such as 16.0.12730.20352) and Windows.

Besides, it's recommended to enter the following commands in Command Prompt (Run as administrator) to check and repair Windows Image.

Dism.exe /Online /Cleanup-Image /ScanHealth

DISM.exe /Online /Cleanup-image /Restorehealth

sfc /scannow

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

Regards,

Emily

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Tuesday, May 26, 2020 8:27 AM

Hi ArthurDecorations,

Please make sure the path of these certain files have been add into Trusted Location.

Go to File > Options > Trusted Center > Trust Center Settings > Trusted Location.

Regards,

Emily

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Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Office 2019.

Tuesday, May 26, 2020 4:47 PM

Thank you for your suggestions, Emily!

We have attempted to open the affected files in Excel via browsing the mapped drives; this does not resolve the issue.

Our storage solution is an on-prem+10Gbps-colo 1.7PB cluster.

Will continue to test newer versions of Office, but this has affected all updates over the past three months.

System files do not appear to be the cause as this is affecting different files on various (but not all) computers imaged from the same source in an hourly-provisioned domain; plus Office has been completely uninstalled and re-installed on a number of them. I will confirm with DISM and SFC again though.

Allowing Trusted Locations on my network and adding the path in Trust Center Settings did not resolve the issue.

Wednesday, May 27, 2020 1:47 AM

Upgraded Office 2016 CtR to 16.0.12730.20352; the problem persists.

Friday, May 29, 2020 9:49 AM

Hi ArthurDecorations,

Please go to %USERPROFILE%\AppData\Local\Microsoft\Office, check whether there is OTele folder, move all files in this folder to other location, keep this folder empty for a test.

Regards,

Emily

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.

Friday, May 29, 2020 4:57 PM

Will try. Thank you again.

Is this different than renaming/deleting C:\Users\username\AppData\Local\Microsoft\Office and C:\Users\username\AppData\Roaming\Microsoft\Office\ as outlined above?