Avast WEBforum
Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: Bertha Liao on September 23, 2019, 05:24:00 PM
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After upgrading to avast 19.8.2393, MS Office crashes. I have tried to reinstall avast. It didn't work.
Win 7 x64
MS Office 2010 x64
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Is there a dump file mentioned in the window? If so, can you provide it to us?
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There's no dump file. I think I found the cause for this issue. I have installed some MS Office add-ins. If I close all protection of avast or deactivate all the add-ins, Office works well. Is that a bug?
Add-ins I installed is from https://www.extendoffice.com/
By the way, why is the Captcha in this forum so hard to read? :'(
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@ Bertha Liao
The Captcha is an anti spam measure and has to be difficult to combat spam bots.
It is only there for your first three posts, only one more to go, just a quick reply to this and you are done.
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Thank you for your explanation.
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You're welcome and now you are done with Captcha :)
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Hi Bertha Liao,
can you try to download procdump tools from (https://docs.microsoft.com/en-us/sysinternals/downloads/procdump)
and start word under debugger with following cmd line :
procdump.exe -accepteual -e -l -x c:\temp\dmp "C:\Program Files\Microsoft Office\root\Office16\WINWORD.EXE"
Please change these parameters to fit your settings :
-x c:\temp\dmp - path where you want to store dumps
"C:\Program Files\Microsoft Office\root\Office16\WINWORD.EXE" - my path to winword.exe
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I run the cmd line below. Please see the attachments I uploaded.
procdump.exe -accepteual -e -h -l -x D:\t "C:\Program Files\Microsoft Office\Office14\WINWORD.EXE"
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Hmm, seems like the addins have some kind of "copy protection" which prevents the troubleshooting.
Can you please try (without procdump) to simulate the problem again and when the error window (shown in the first post) is open, check the Task Manager if the winword.exe process is still there - and if so, rightclick it and choose "Create dump file"?
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After compression, the zip format of the dump file is about 113MB. How to provide it to you?
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Can you please upload it, under a unique name, to ftp://ftp.avast.com/incoming (ftp://ftp.avast.com/incoming) - and post the name here?
(Note that there are no read or list rights in that folder.)
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File name: WINWORD_BerthaLiao.zip
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Hi,
may I ask you to do test. Disable Behavioral shield and try to start the failing application again.
Please let me know if it helped.
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I'll test it later and have a new problem about Outlook. After upgrading avast, the window below shows up after starting Outlook.
(https://quantumwarp.com/images/kb/2017/avast-failed-ssl-certificate-when-using-outlook/Outlook-Internet-Security-Warning.png)
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Ok I will forward it but it would be better to solve it in different thread.
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If you want me to create a new thread for Outlook issue, please let me know.
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Yes please !
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Hi,
may I ask you to do test. Disable Behavioral shield and try to start the failing application again.
Please let me know if it helped.
Disabling Behavioral shield doesn't help.
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Im running ouf of options :-(.
As the dump pointed to bad memory de-reference I would try to run word in a safemode.
Start word from command line with /safe switch to disable all 3-third party add ins like this:
cd C:\Program Files\Microsoft Office\root\Office16
winword.exe /safe.
We also noticed that last dll loaded before crash was acaptuser32.dll, which was injected into word process via AppInit_DLLs registry hook, it is " 3D Capture Dynamic Link Library from Adobe Systems".
I would also try to disable this library or at least try to rename it and test word start.
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If there's no better solution, the only thing I can do at the moment is to add these two exceptions.
C:\Program Files
C:\Program Files (x86)
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If there's no better solution, the only thing I can do at the moment is to add these two exceptions.
C:\Program Files
C:\Program Files (x86)
That really is a big hole in security you are creating as it encompasses a very large number of existing (and future) programs. If this really is an issue with office then that should be your C:\Program Files\Microsoft Office folder and possibly even more defined.
I'm not sure if the exclusions area would be enough, as it is possibly to exclude files but not their actions (such as running other functions), for that you would have to add say the winword.exe file.
That said 1, this UI is a bloody mess and I can find no such function (ignore process) that used to be in the Old UIs.
That said 2, I have in the past used the avast .ini files to add IgnoreProcess files, I don't know if this is the only route available, that would have to come from one of the avast team. An example of this that I used in the EmailShield.ini file. I don't know if this can be applied to the avast5.ini file or not.
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Just a thought. Have you attempted to Repair MS Office since your Avast update?
https://support.office.com/en-US/Article/Repair-an-Office-application-7821d4b6-7c1d-4205-aa0e-a6b40c5bb88b
I vaguely remember having to do that one time in the past, but not recently or after the latest Avast version update.
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That really is a big hole in security...
I know that's not a good method. However, it's a workaround and my system has another anti-malware software.
Just a thought. Have you attempted to Repair MS Office since your Avast update?
No. The conflict is between avast and addins rather than Office.
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That really is a big hole in security...
I know that's not a good method. However, it's a workaround and my system has another anti-malware software.
Can you think of no way to reduce that hole, do you know where those addins for Office reside ?
That would reduce the size of the hole.
I don't feel another anti-malware would be giving the same level of protection as an antivirus, you don't say what that anti-malware program is.
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That really is a big hole in security...
I know that's not a good method. However, it's a workaround and my system has another anti-malware software.
Can you think of no way to reduce that hole, do you know where those addins for Office reside ?
That would reduce the size of the hole.
I don't feel another anti-malware would be giving the same level of protection as an antivirus, you don't say what that anti-malware program is.
I have found the paths of all addins and modified the exclusions. The anti-malware program I installed is Malware Hunter.
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That really is a big hole in security...
I know that's not a good method. However, it's a workaround and my system has another anti-malware software.
Can you think of no way to reduce that hole, do you know where those addins for Office reside ?
That would reduce the size of the hole.
I don't feel another anti-malware would be giving the same level of protection as an antivirus, you don't say what that anti-malware program is.
I have found the paths of all addins and modified the exclusions.
The anti-malware program I installed is Malware Hunter.
OK that should reduce the risk (not that there isn't any) in using the exception.
I have never encountered Malware Hunter, I wasn't sure if it might conflict with an on-access (resident) AV scanner like Avast. A quick search seems to come up with the same standard Paragraph 'Malware Hunter is an award winning, blah, blah, with not to much detail.'
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This is a comparison I've found,
" I look at Malware Hunter Pro same as IObit Malware Fighter."
Not very encouraging for me. Since the pro version also runs as a resident service, there will
probably be some interaction with Avast.
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After upgrading to avast 19.8.2393, MS Office crashes. I have tried to reinstall avast. It didn't work.
Win 7 x64
MS Office 2010 x64
Fix for this issue is already out, if its not working, reboot of computer is required.
-
After upgrading to avast 19.8.2393, MS Office crashes. I have tried to reinstall avast. It didn't work.
Win 7 x64
MS Office 2010 x64
Fix for this issue is already out, if its not working, reboot of computer is required.
Where can I download this fix? I tried to update avast, but its version is still 19.8.2393.
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After upgrading to avast 19.8.2393, MS Office crashes. I have tried to reinstall avast. It didn't work.
Win 7 x64
MS Office 2010 x64
Fix for this issue is already out, if its not working, reboot of computer is required.
Where can I download this fix? I tried to update avast, but its version is still 19.8.2393.
But did you reboot as that is a requirement.
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After upgrading to avast 19.8.2393, MS Office crashes. I have tried to reinstall avast. It didn't work.
Win 7 x64
MS Office 2010 x64
Fix for this issue is already out, if its not working, reboot of computer is required.
Where can I download this fix? I tried to update avast, but its version is still 19.8.2393.
But did you reboot as that is a requirement.
Yes, I did reboot my pc.
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The latest version is still 19.8 but it will show up as 19.8.2393 (build 19.8.4793.541) in "About" possibly with GUI 1.0.415. It's the final .541 that is significant.
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The latest version is still 19.8 but it will show up as 19.8.2393 (build 19.8.4793.541) in "About" possibly with GUI 1.0.415. It's the final .541 that is significant.
My version of avast is 19.8.2393 (build 19.8.4793.541) and my problem still exists.
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I have tried to draw attention to this topic again.
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The latest version is still 19.8 but it will show up as 19.8.2393 (build 19.8.4793.541) in "About" possibly with GUI 1.0.415. It's the final .541 that is significant.
My version of avast is 19.8.2393 (build 19.8.4793.541) and my problem still exists.
Did you try the suggestions offered to you by Avast?
https://forum.avast.com/index.php?topic=229561.msg1520666#msg1520666
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The latest version is still 19.8 but it will show up as 19.8.2393 (build 19.8.4793.541) in "About" possibly with GUI 1.0.415. It's the final .541 that is significant.
My version of avast is 19.8.2393 (build 19.8.4793.541) and my problem still exists.
Did you try the suggestions offered to you by Avast?
https://forum.avast.com/index.php?topic=229561.msg1520666#msg1520666 (https://forum.avast.com/index.php?topic=229561.msg1520666#msg1520666)
No. The content of that post is a little complicated for me.