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Question
Friday, April 29, 2016 9:07 AM
Hello,
We run Office 2013 Std in Citrix and it occasionally crashes when users click on file open, I managed to grab the dmp file, but it only shows this, does it mean anything to your and if not what else can I do, If has been reinstalled and had all the latest updates too. After a server reboot all is ok again.
Microsoft (R) Windows Debugger Version 6.3.9600.17336 AMD64
Copyright (c) Microsoft Corporation. All rights reserved.
Loading Dump File [Z:\EXCEL.DMP]
User Mini Dump File with Full Memory: Only application data is available
************* Symbol Path validation summary **************
Response Time (ms) Location
Deferred http://msdl.microsoft.com/download/symbols
Symbol search path is: http://msdl.microsoft.com/download/symbols
Executable search path is:
Windows 8 Version 9600 MP (4 procs) Free x64
Product: Server, suite: TerminalServer
Built by: 6.3.9600.18217 (winblue_ltsb.160124-0053)
Machine Name:
Debug session time: Fri Apr 29 08:54:19.000 2016 (UTC + 1:00)
System Uptime: 7 days 6:51:09.485
Process Uptime: 0 days 0:01:23.000
................................................................
................................................................
................................................
ntdll!NtAlpcSendWaitReceivePort+0xa:
00007ffa`32330f3a c3 ret
Thanks
All replies (2)
Monday, May 2, 2016 4:30 AM
Hi TB,
Based on your description, your Excel file crashed and you collect the dmp file in your environment but it seemed that it provided a little information about your problem.
As you provided less information about this problem, I suggest you provide more information about how did this issue appear and the environment of this problem.
Now please try these steps to help you troubleshooting this problem.
First
I suggest you open it in safe mode running the following command: Press Win + R, type " excel /safe" in the blank box, press Enter. If it works fine in safe mode, please check the add-ins in your excel and disable them.
Click File > Excel Options > Add-Ins on the left side of the dialog. Then click the drop-down arrow at the bottom of the dialog box and select "COM Add-Ins" from the list, then click the GO button. What comes up is a list of COM-Add Ins that are loaded and running.
If the issue still exists in safe mode, I suggest you to collect the event log and provide us with the whole error messages of event log.
Steps of collecting event log:
Open Event Viewer to check whether there's any error about the Excel/Word crash issue.
Press Win + R, type "eventvwr" in the blank box, press Enter. In the Event Viewer, browse to Windows Logs -> Application, there may be some errors after the crash.
Please try to collect this event log and post the whole event log message here. I can get more information about your issue from this message and help you solve it.
Regards,
Emi Zhang
TechNet Community Support
Please mark the reply as an answer if you find it is helpful.
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Tuesday, May 3, 2016 7:34 AM
Hello,
If I run it in safe mode the issue is still there and I can look at the add-ons because when I choose File from the menu I get a "Not Responding" message in the menu bar.
The event logs show nothing either, I know if I restart the server it will be fine for a number of days. I've reinstalled Office too.
That dmp output I copied to here, is all that is show int he 600MB file, weird.