Author Topic: After upgrading to avast 19.8.2393, MS Office crashes  (Read 5370 times)

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Offline Bertha Liao

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After upgrading to avast 19.8.2393, MS Office crashes
« on: September 23, 2019, 05:24:00 PM »
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
« Last Edit: September 23, 2019, 05:27:57 PM by Bertha Liao »

Offline igor

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Re: After upgrading to avast 19.8.2393, MS Office crashes
« Reply #1 on: September 23, 2019, 07:31:47 PM »
Is there a dump file mentioned in the window? If so, can you provide it to us?

Offline Bertha Liao

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Re: After upgrading to avast 19.8.2393, MS Office crashes
« Reply #2 on: September 23, 2019, 08:01:54 PM »
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?  :'(

Offline DavidR

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Re: After upgrading to avast 19.8.2393, MS Office crashes
« Reply #3 on: September 23, 2019, 08:06:06 PM »
@  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.
Windows 10 Home 64bit/ Acer Aspire F15/ Intel Core i5 7200U 2.5GHz, 8GB DDR4 memory, 256GB SSD, 1TB HDD/ avast! free 21.8.2487 (build 21.8.6586.693) UI 1.0.666/ Firefox, uBlock Origin, uMatrix/ MailWasher Pro/ Avast! Mobile Security

Offline Bertha Liao

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Re: After upgrading to avast 19.8.2393, MS Office crashes
« Reply #4 on: September 23, 2019, 08:09:25 PM »
Thank you for your explanation.

Offline DavidR

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Re: After upgrading to avast 19.8.2393, MS Office crashes
« Reply #5 on: September 23, 2019, 10:31:15 PM »
You're welcome and now you are done with Captcha :)
Windows 10 Home 64bit/ Acer Aspire F15/ Intel Core i5 7200U 2.5GHz, 8GB DDR4 memory, 256GB SSD, 1TB HDD/ avast! free 21.8.2487 (build 21.8.6586.693) UI 1.0.666/ Firefox, uBlock Origin, uMatrix/ MailWasher Pro/ Avast! Mobile Security

Offline kwiq

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Re: After upgrading to avast 19.8.2393, MS Office crashes
« Reply #6 on: September 24, 2019, 08:48:09 AM »
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

Offline Bertha Liao

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Re: After upgrading to avast 19.8.2393, MS Office crashes
« Reply #7 on: September 24, 2019, 04:25:04 PM »
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"

Offline igor

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Re: After upgrading to avast 19.8.2393, MS Office crashes
« Reply #8 on: September 25, 2019, 12:10:20 PM »
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"?

Offline Bertha Liao

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Re: After upgrading to avast 19.8.2393, MS Office crashes
« Reply #9 on: September 25, 2019, 04:00:07 PM »
After compression, the zip format of the dump file is about 113MB. How to provide it to you?

Offline igor

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Re: After upgrading to avast 19.8.2393, MS Office crashes
« Reply #10 on: September 25, 2019, 04:37:45 PM »
Can you please upload it, under a unique name, to ftp://ftp.avast.com/incoming - and post the name here?
(Note that there are no read or list rights in that folder.)

Offline Bertha Liao

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Re: After upgrading to avast 19.8.2393, MS Office crashes
« Reply #11 on: September 25, 2019, 05:20:20 PM »
File name: WINWORD_BerthaLiao.zip

Offline kwiq

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Re: After upgrading to avast 19.8.2393, MS Office crashes
« Reply #12 on: September 25, 2019, 09:23:52 PM »
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.

Offline Bertha Liao

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Re: After upgrading to avast 19.8.2393, MS Office crashes
« Reply #13 on: September 26, 2019, 03:43:28 AM »
I'll test it later and have a new problem about Outlook. After upgrading avast, the window below shows up after starting Outlook.

Offline kwiq

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Re: After upgrading to avast 19.8.2393, MS Office crashes
« Reply #14 on: September 26, 2019, 07:47:26 AM »
Ok I will forward it but it would be better to  solve it in different thread.