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Question
Tuesday, November 17, 2015 11:32 PM
I have an Excel spreadsheet that can no longer be opened by the user who created it... unless I change their display name in active directory. If their name is 'Kurt Rogers' (as an example), Excel crashes when opening the file. If I change their display name to, say, 'Curtis Rogers', they can open it just fine. If I create a totally separate user that also has the display name of 'Kurt Rogers', that user can't open the file either. I've tested this on several computers, and the issue exists for Excel 2013 and 2016. Here are the event log details:
Faulting application name: EXCEL.EXE, version: 16.0.6001.1038, time stamp: 0x563492ff
Faulting module name: ntdll.dll, version: 6.1.7601.19045, time stamp: 0x56258e62
Exception code: 0xc0000374
Fault offset: 0x000ced0b
Faulting process id: 0xeb4
Faulting application start time: 0x01d1218fe774636b
Faulting application path: C:\Program Files (x86)\Microsoft Office\Root\Office16\EXCEL.EXE
Faulting module path: C:\Windows\SysWOW64\ntdll.dll
Report Id: 29ef8b0d-8d83-11e5-adf3-005056a171f4
All replies (8)
Wednesday, November 18, 2015 6:07 AM
Hi Mikey_G,
I got the information from event log the faulting module is ntdll.dll. As far as I know the causes of ntdll.dll error messages can vary greatly. However, most ntdll.dll errors result from a corrupt or damaged version of the ntdll.dll file itself and third party software programs that have been installed on your computer.
First I suggest you install the latest version of updates for Office and Windows System.
Then you can try to open Excel in save mode, if it works fine please try to disable add-ins in Excel.
Please try these methods first, any updates please let me know and I'm glad to help and follow up your reply.
Regards,
Emi Zhang
TechNet Community Support
Please mark the reply as an answer if you find it is helpful.
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Friday, November 20, 2015 3:55 PM
Yes, I have tried those methods - Office and Windows are fully patched. All I have to do is change the user's display name in order to have Excel crash on opening a specific file. If I change their display name back, it doesn't crash.
Monday, November 23, 2015 1:30 AM
Hi Mikey,
Please try to check the permission of user in your company's environment. Maybe the permission of user is incorrect for opening the file.
When Excel crashed, did you get any error messages?
Regards,
Emi Zhang
TechNet Community Support
Please mark the reply as an answer if you find it is helpful.
If you have feedback for TechNet Support, contact [email protected].
Wednesday, November 25, 2015 3:39 PM
No error messages were displayed. The permissions of the user are just fine - please note that all I need to do is to change the user's display name in active directory to cause the issue. If their display name is set to a specific name, Excel will crash when opening a specific file. If I change their display name back to something else, they can open the file just fine.
Friday, November 27, 2015 6:30 AM
When you changed the name to the new one, did the new name can create the Excel and can reopen this file normally?
I feel your issue may also relate to AD, you can also post your issue to that forum.
Maybe you can get more suggestions about your problem.
Monday, November 30, 2015 7:45 PM
If I change the username to something else, they can open that specific file just fine. I have checked to make sure that this is not an AD issue - if I create an _entirely separate new user_ with that problematic username, that new user also cannot open the file. Something is the file is apparently looking at the display name of the currently logged in user and is causing Excel to crash.
How can I fix this or submit a ticket to Microsoft?
Thursday, December 3, 2015 9:19 AM
Mikey, I have no idea about your issue any more maybe submit a ticket is a good idea. You can visit the http://support.microsoft.com/gp/advisoryservice and specific information about the types of Advisory Services available.
Friday, December 4, 2015 6:44 PM
Mikey, I have no idea about your issue any more maybe submit a ticket is a good idea. You can visit the http://support.microsoft.com/gp/advisoryservice and specific information about the types of Advisory Services available.
$500 to submit a support ticket?!? "Adding insult to injury" comes to mind - it would be cheaper to have the user legally change their name... We pay thousands of dollars every month for Office licensing - aren't there any other support venues?