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Cannot "save as" in any Office 2016 application


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#1 dwsmithjr

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Posted 02 July 2017 - 09:17 AM

Running Windows 10 and Office 2016. The Office license is a benefit from work.

 

Word and Excel close (crash) when trying to save a new document or spreadsheet, or "save as" an existing document or spreadsheet. This has not always been the case. I have spreadsheets I've created and saved.

 

I have the same issue trying to "save as" an image in Chrome, but Firefox and Edge work fine.

 

Running Malwarebytes and Norton Internet Security. I've tried turning both of them off with no change. At first I just thought it was templates in Excel, but it's any file.

 

I've done a repair on Office, no change. Any suggestions of a direction to go to resolve this would be helpful.



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#2 JohnC_21

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Posted 02 July 2017 - 09:43 AM

Some people traced the problem to Malwarebytes. If you uninstall it is the problem resolved?

 

Edit: This was using Office 365. I can't say it will work but it's worth a try.

 

There may also be a clue in the Event Viewer logs.


Edited by JohnC_21, 02 July 2017 - 09:47 AM.


#3 dwsmithjr

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Posted 02 July 2017 - 10:39 AM

Thanks for the input. I was actually thinking Malwarebytes might be the problem. I've turned off the "real time" protection which didn't change the behavior but haven't tried uninstalling. I'll give that a shot and see. Thanks.



#4 garioch7

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Posted 02 July 2017 - 11:53 AM

dwsmithjr:

 

Some older versions of Malwarebytes Premium were causing Office issues.  See this thread.

 

The issue has been resolved with the newer versions.  Please go to this post to download and install the latest version.  Clicking the link at the bottom of the post will initiate an immediate download of the latest version of Malwarebytes Premium.

 

Good luck and have a great day.

 

Regards,

-Phil


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#5 dwsmithjr

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Posted 02 July 2017 - 12:31 PM

I've removed Malwarebytes and rebooted. However, the problem remains. So, it appears the issue is not with Malwarebytes.

 

I open Excel, load a file, choose save as and it shuts down. Sometimes it just becomes unresponsive. Mostly, it just shuts down. Same behavior with Word.



#6 JohnC_21

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Posted 02 July 2017 - 12:36 PM

Have you tried a repair? I would backup any office documents you have first as a precaution.

 

https://support.office.com/en-us/article/Repair-an-Office-application-7821d4b6-7c1d-4205-aa0e-a6b40c5bb88b



#7 dwsmithjr

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Posted 02 July 2017 - 12:37 PM

Doing a repair of Office was the first thing I did which did not resolve the issue unfortunately.



#8 JohnC_21

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Posted 02 July 2017 - 12:41 PM

See some of the solutions here. But first, does this happen if you create a new user account?

 

As always be careful doing any registry edits. I would create a restore point first.



#9 dwsmithjr

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Posted 02 July 2017 - 01:11 PM

The solutions there were for 2013 and dated 2014. I'd think if the solution was an update, it would have occurred by now.

 

Created a new local account, same issue on that account. I can now add Outlook to Excel and Word as problematic. All will crash when with save as. Sometimes they will be "unresponsive" with a blank screen, then crash, or just hang there.

 

Makes it rather useless when you can't save anything.



#10 garioch7

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Posted 02 July 2017 - 01:21 PM

dwsmithjr:

 

Your issue could still be with Malwarebytes, if it was not completely removed.

 

There were a lot of issues with the earlier versions of MB3, as a visit to the MB3 Forum over at Malwarebytes will prove.

 

If you are interested, and you want to rule out MB3 corruption as a possible cause, then follow the instructions in this post.

 

If you do all of that, and you are still having issues, I would be reasonably confident that the issue is not MB3.

 

Good luck and have a great day.

 

Regards,

-Phil


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#11 Rocky Bennett

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Posted 02 July 2017 - 01:50 PM

This might not help, but it can't hurt either.

 

Open up Outlook 2016> go to file> go to office account> go to office updates and click on the icon> choose update the program now.

 

I always like to keep my Office 2016 updated and recently Microsoft released a 2 gb update that seemed to make my system more responsive.

 

https://www.tenforums.com/windows-10-news/87917-office-2016-office-365-current-channel-v1706-build-8229-2073-a.html

 

 

You have to restart the program for the updates to take effect.


Edited by Rocky Bennett, 02 July 2017 - 01:51 PM.

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#12 dwsmithjr

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Posted 02 July 2017 - 04:03 PM

Okay, followed the directions in the thread on Malwarebytes. Ran the clean utility. Had uninstalled Office, reinstalled it, same problem. So, it appears MB is not the issue and I have a clean install of Office 2016. Still have the same issue.

 

Also, made sure the new install was up to date and it is.


Edited by dwsmithjr, 02 July 2017 - 04:05 PM.


#13 JohnC_21

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Posted 02 July 2017 - 06:45 PM

Does disabling hardware acceleration solve the problem? The below link also works for office 2016.

 

http://www.thewindowsclub.com/turn-off-hardware-graphics-acceleration-office-2013



#14 dwsmithjr

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Posted 03 July 2017 - 05:08 AM

Does disabling hardware acceleration solve the problem? The below link also works for office 2016.

 

http://www.thewindowsclub.com/turn-off-hardware-graphics-acceleration-office-2013

 

I checked Excel and it is already disabled at least for Excel. Thanks for the suggestion though. I thought it might as, at some point, I did upgrade the graphics driver on my laptop.


Edited by dwsmithjr, 03 July 2017 - 05:09 AM.


#15 dwsmithjr

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Posted 04 July 2017 - 04:46 AM

Here is what the Event log is reporting. Online Help goes nowhere. The issue may be with Explorer when it is interacting with Excel because other browsers work and I can save other files like images from my iPhone and so on.

 

Faulting application name: EXCEL.EXE, version: 16.0.8229.2073, time stamp: 0x594d319a
Faulting module name: SHELL32.dll, version: 10.0.15063.413, time stamp: 0xea2a451e
Exception code: 0xc0000005
Fault offset: 0x00000000001012cd
Faulting process id: 0x3ac8
Faulting application start time: 0x01d2f4a7df66afb8
Faulting application path: C:\Program Files\Microsoft Office\root\Office16\EXCEL.EXE
Faulting module path: C:\WINDOWS\System32\SHELL32.dll
Report Id: 8e93253b-dbf5-4a0c-a45d-1aab2ef6f4ac
Faulting package full name:
Faulting package-relative application ID






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