Excel/Word crashing
Summary
This guide helps you troubleshoot and resolve: Excel/Word crashing. Follow the steps below to fix the issue.
Common Causes
Excel or Word Crashing - Business User Guide
Problem
Microsoft Excel or Word keeps crashing, freezing, or closing unexpectedly while you're working.
Symptoms
- Application freezes and becomes unresponsive
- Application closes suddenly
- "Not responding" message
- Error messages about crashes
Quick Fixes to Try First
1. Press Esc or wait — Sometimes it will respond after a moment
2. Wait for background tasks — Large files take time to process
3. Check for save — Look for "Document Recovery" on next open
Solutions
Step 1: Try Safe Mode
Starting in Safe Mode disables add-ins and custom settings:
1. Close the application completely
2. Press and hold Ctrl while clicking the app icon
3. When asked, click "Yes" to open in Safe Mode
4. If it works, the issue is with an add-in or setting
If Safe Mode works:
1. Go to File → Options → Add-ins
2. Check "COM Add-ins" at the bottom
3. Click "Go" to manage add-ins
4. Disable add-ins one by one to find the culprit
Step 2: Repair Microsoft Office
1. Press Win + R, type control, press Enter
2. Go to "Programs and Features"
3. Find "Microsoft 365" or "Microsoft Office"
4. Click "Change" → "Quick Repair"
5. Wait for repair to complete
6. Try opening the app again
If Quick Repair doesn't work:
- Try "Online Repair" (takes longer but more thorough)
Step 3: Check for Updates
1. Open the app (Word/Excel)
2. Go to File → Account → "Update Options"
3. Click "Update Now"
4. Install any available updates
5. Restart the application
Step 4: Clear the Cache
For Excel:
1. Close Excel
2. Press Win + R, type %localappdata%\Microsoft\Excel, Enter
3. Delete the "XLSTART" folder contents (if any)
4. Delete the "Temp" folder contents
For Word:
1. Close Word
2. Press Win + R, type %appdata%\Microsoft\Templates, Enter
3. Look for "Normal.dotm" — rename it to "Normal.old"
4. This resets Word to default settings
Step 5: Check File Size and Content
Large files cause crashes:
- Excel: If file > 100MB, try splitting into multiple files
- Word: If document has thousands of pages, consider splitting
Problematic content:
- Too many images/complex formatting
- Corrupted objects or embedded files
- Too many conditional formatting rules in Excel
Step 6: Disable Hardware Graphics Acceleration
This fixes many display-related crashes:
1. In the app (Word/Excel), go to File → Options → Advanced
2. Scroll to "Display"
3. Check "Disable hardware graphics acceleration"
4. Click OK and restart the app
Step 7: Check for Viruses/Malware
Run a quick scan:
1. Press Win + I → "Privacy & security" → "Windows Security"
2. Click "Quick scan"
3. Address any threats found
Step 8: Create a New User Profile
If the issue is profile-specific:
1. Press Win + R, type control, Enter
2. Go to "User Accounts" → "Manage another account"
3. Create a new local/admin account
4. Log in as new user and test Office
Recovery Options
AutoRecover:
1. When you next open Office, look for "Document Recovery"
2. Select the recovered file
3. Save immediately with a new name
Unsaved Files:
1. Go to File → Info → "Manage Document"
2. Look for "Recover Unsaved Documents"
Backup Files:
- Check:
%appdata%\Microsoft\Word - Check:
%appdata%\Microsoft\Excel
Common Causes
- Corrupted add-ins
- Outdated Office version
- Large or complex files
- Insufficient RAM
- Graphics driver issues
- Corrupted user profile
Need More Help?
Contact IT Support if:
- Crashes continue after trying these steps
- The issue affects multiple computers
- You suspect a corrupted file
- You need to recover unsaved work