Microsoft Office Forums Word 2016: Screen goes black and crashes - any takers?

Go Back   Microsoft Office Forums > >

Reply
 
Thread Tools Display Modes
  #1  
Old 02-20-2017, 08:42 PM
Samsonite Samsonite is offline Word 2016: Screen goes black and crashes - any takers? Windows 10 Word 2016: Screen goes black and crashes - any takers? Office 2016
Novice
Word 2016: Screen goes black and crashes - any takers?
 
Join Date: Feb 2017
Posts: 3
Samsonite is on a distinguished road
Question Word 2016: Screen goes black and crashes - any takers?

Hello All,

I have been working through this one for awhile now. I will try to be as detailed as I can about this, because I have tried just about everything I can think of at this point...

I bought this ASUS E205SA for my wife about a year and a half ago and it came pre-installed with Windows 10 and Office 365. A few months later, she would be using Word and the screen would frequently go black, flash back on, and most of the time it would crash. -"Word has encountered an unexpected problem...". We were almost up on the 365 subscription, so I decided to purchase Office 2016 Pro.

Installed Office 2016 and it did the same exact thing. She didn't really use any of the other Office programs, but I noticed it would occasionally happen with Excel as well as with Powerpoint. This last week, I have been laid up, so I have been able to dedicate some time to it...

It runs fine with no problem in Safe Mode - but before anyone says, "well, there's your problem, you have an add-on that is screwing things up", I'm not running any add-ons when I'm not in Safe Mode and it is still crashing.

I re-installed Office 2016. No change.

I did a reset of Windows 10 (kept user files). No change.

I chatted with a nice lady at Microsoft Support for about 2 and a half hours and after she played around with it for that entire time, she said that I had a corrupt user profile and needed to take some specific steps to fix it. This included deleting the offending user profile, creating a new profile, uninstalling Office, and reinstalling Office. NOPE. Didn't work.

I even uninstalled it again MANUALLY, ensuring (I think) that I got rid of all of the registry keys and every other hidden file that Microsoft leaves in there even after you do a regular uninstall. REINSTALLED AGAIN, and am still having the same problem.

I checked my video card driver to make sure it was up to date because a couple of forums that I visited indicated that this might be the problem. Video card up to date, no change.



I found a couple of forums that indicated that it could be a couple of different programs that could be conflicting with Office. After I reset Windows, there is literally nothing on the computer besides Windows, other necessary drivers and a couple of other pre-installed programs like Explorer and Edge, etc, Google Chrome, and Office 2016 Pro.

Saw another possible solution where someone brought up a lack of memory issue. Still happens when Word is the only open program.

I ran a scan with Windows Defender - no threats or viruses detected.

Now, through all of this, I do have a couple of clues, but I just don't know what to do about them...

First - I noticed that Word will immediately crash if I open a .doc file. This doesn't appear (so far) to happen with .docx files. From the limited testing I have done, if I open Word and if I browse and select a .doc file to open, AND I select the down arrow on "Open" and select "Open and Repair", Word will not crash. This is wonderful, but slightly inconvenient.

Furthermore, if I convert a .doc file to a .docx file in Safe Mode, I will be able to open it as a .docx without Word crashing.

I have been focusing so much on Word, I haven't looked at Excel yet, but I expect I will find the same thing going on there.

This leads me to believe it has to do with the file type, but WHY??? AND of course HOW DOES ONE FIX THIS?

To add to the mystery just a bit more, occasionally this will have an odd effect on one or more open tabs in Google Chrome if I have it open as well - the graphics wont refresh right and becomes unreadable. But this happens very rarely. This brought me back to the conflicting programs idea again, but it still crashes when Chrome is not running.

I hope this was clear enough - if anyone has any idea besides throwing this POS computer out of the window and using it as target practice, please let me know.

-Samsonite
Reply With Quote
  #2  
Old 02-20-2017, 10:01 PM
gmayor's Avatar
gmayor gmayor is offline Word 2016: Screen goes black and crashes - any takers? Windows 10 Word 2016: Screen goes black and crashes - any takers? Office 2016
Expert
 
Join Date: Aug 2014
Posts: 2,939
gmayor is just really nicegmayor is just really nicegmayor is just really nicegmayor is just really nice
Default

Did you delete the normal template?

If you have not changed the default location enter or copy
%appdata%\Microsoft\Templates
to the address window of Windows File Explorer and you will be taken to the folder that contains the default template - which for Word 2016 is normal.dotm. Note that this folder is normally hidden.

See http://www.gmayor.com/what_to_do_when_word_crashes.htm

Do you have a printer driver installed? It is essential that Word has a printer driver available - even if the matching printer is not connected.

The video driver may still be at issue. Word makes surprising demands on the video driver. Are you using the one supplied by the video card manufacturer or the one that comes with Windows? Try both.
__________________
Graham Mayor - MS MVP (Word) (2002-2019)
Visit my web site for more programming tips and ready made processes www.gmayor.com
Reply With Quote
  #3  
Old 02-20-2017, 10:28 PM
Samsonite Samsonite is offline Word 2016: Screen goes black and crashes - any takers? Windows 10 Word 2016: Screen goes black and crashes - any takers? Office 2016
Novice
Word 2016: Screen goes black and crashes - any takers?
 
Join Date: Feb 2017
Posts: 3
Samsonite is on a distinguished road
Default

gmayor - Thanks for the response!

As for the printer driver - yes, that is installed. I am using the video card that came with Windows. I made a half-hearted attempt to install the manufacturer's driver, but Windows was resistant to it and I am still working on trying to get through that one.

I checked out your link - I am absolutely going to try what you have written there. I haven't written a batch file in awhile...this could be fun! Thanks for the help, I will let you know how it goes!

r/

Samsonite
Reply With Quote
  #4  
Old 02-21-2017, 04:57 AM
gmayor's Avatar
gmayor gmayor is offline Word 2016: Screen goes black and crashes - any takers? Windows 10 Word 2016: Screen goes black and crashes - any takers? Office 2016
Expert
 
Join Date: Aug 2014
Posts: 2,939
gmayor is just really nicegmayor is just really nicegmayor is just really nicegmayor is just really nice
Default

The batch file is not essential - it's just a shortcut.
__________________
Graham Mayor - MS MVP (Word) (2002-2019)
Visit my web site for more programming tips and ready made processes www.gmayor.com
Reply With Quote
  #5  
Old 02-21-2017, 03:37 PM
Samsonite Samsonite is offline Word 2016: Screen goes black and crashes - any takers? Windows 10 Word 2016: Screen goes black and crashes - any takers? Office 2016
Novice
Word 2016: Screen goes black and crashes - any takers?
 
Join Date: Feb 2017
Posts: 3
Samsonite is on a distinguished road
Default

I looked through that link and found everything I could in the locations that you mention in it. Of course some of the file paths were different, but I think I found the applicable ones. Problem Solved! I appreciate the help! I will be working on the batch file to streamline cleanup here as well!
Reply With Quote
  #6  
Old 03-03-2019, 03:46 PM
TheFoxRocks TheFoxRocks is offline Word 2016: Screen goes black and crashes - any takers? Windows 10 Word 2016: Screen goes black and crashes - any takers? Office 2007
Novice
 
Join Date: Mar 2019
Posts: 1
TheFoxRocks is on a distinguished road
Default

Quote:
Originally Posted by gmayor View Post
Did you delete the normal template?

If you have not changed the default location enter or copy
%appdata%\Microsoft\Templates
to the address window of Windows File Explorer and you will be taken to the folder that contains the default template - which for Word 2016 is normal.dotm. Note that this folder is normally hidden.

See http://www.gmayor.com/what_to_do_when_word_crashes.htm

Do you have a printer driver installed? It is essential that Word has a printer driver available - even if the matching printer is not connected.

The video driver may still be at issue. Word makes surprising demands on the video driver. Are you using the one supplied by the video card manufacturer or the one that comes with Windows? Try both.
Hey gmayor,

I realize this thread is old and do not know if you will receive a notification or not but I am having a similar problem. I followed your link and deleted files in my temporary folder and it has not resolved my issue.

I am not even sure that I am experiencing the same problem. I have always had a feeling that my graphics card is what is causing the issues, but never sure. I only experience the issue while using Microsoft Word. I do not use the other office tools as much as I do Word so do not know if they have issues as well.

Anyway when I am typing in Microsoft Word the screen on my computer just goes black. I believe the computer is still responding, as in I can actually still navigate through things normally just my screen is black. It almost seems like it has gone into some permanent sleep state that is only helped by restarting. Also it seems like after the issue has occurred once it becomes more frequent. For instance, if I go straight back to Microsoft Word and start off immediately it seems to happen faster or more frequently.

This is ridiculously annoying. Also this is a screen shot of the folder location that you mentioned. I have Microsoft Word 2007.
Attached Images
File Type: png Microsoft is Garbage 01.png (5.0 KB, 8 views)
Reply With Quote
Reply

Tags
crashes, help please

Thread Tools
Display Modes


Similar Threads
Thread Thread Starter Forum Replies Last Post
MS Powerpoint 2016 crashes ricko99 PowerPoint 2 05-08-2017 08:38 AM
black screen around video using WMP wabash12 PowerPoint 0 02-08-2017 08:50 PM
Word 2016: Screen goes black and crashes - any takers? Lap top screen is black thendrie Windows 2 02-03-2014 09:34 AM
Word 2016: Screen goes black and crashes - any takers? Mystery black screen kjaslow PowerPoint 1 06-15-2011 07:01 AM
screen flashes black when writing docsobeck PowerPoint 0 02-01-2010 11:09 AM


All times are GMT -7. The time now is 06:37 PM.


Powered by vBulletin® Version 3.8.11
Copyright ©2000 - 2019, vBulletin Solutions Inc.
Search Engine Optimisation provided by DragonByte SEO (Lite) - vBulletin Mods & Addons Copyright © 2019 DragonByte Technologies Ltd.
MSOfficeForums.com is not affiliated with Microsoft