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Office 365 not working since upgrading Windows 7 to Windows 10

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Last Modified: 2020-10-19
I upgraded Windows 7 to Windows 10 this morning on my PC.  
The upgrade went fine, but I now cannot use Office 365 (any component).
When I start up Word, for example, it goes to Processing....  then just sits there.
If I try to start up in Safe Mod, it just goes to Starting
Excel does the same, so does Outlook, Powerpoint etc.
Have tried completely uninstalling Office 365 (with uninstall program and Microsoft removal tool).  And then reinstalling.
No joy.  Driving me nuts.
Any suggestions please?
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AlexA lack of information provides a lack of a decent solution.
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Commented:
Congratulations.


Some more information on what's not working, how it's not working, error messages etc etc etc would be nice.

Thanks

Alex :-)
alexh75Director, Websters Ltd.

Author

Commented:
Thanks Alex, have just updated the description
AlexA lack of information provides a lack of a decent solution.
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Commented:
ok cool

So was this an in-place upgrade or did you rebuild the machine for this?

Thanks
Alex
alexh75Director, Websters Ltd.

Author

Commented:
In-place upgrade Alex.  I was swithering about doing a fresh install but there are so many programs on this PC I wanted to give the upgrade a go first...
AlexA lack of information provides a lack of a decent solution.
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Commented:
Yeah I can understand that


Is this with all profiles or with new ones as well? I'd create a local account, give it admin rights, run the application and see if it runs, this removes the possibility of the profile being the issue.

If this works, reset the Appdata or the profile itself to work around the issue.

If this doesn't work, go into the event log, check for anything in there, it'll probably be the application log that would give you the information :-)
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Windows 7 is no longer a candidate for upgrading. Too old, too much time has passed, old drivers, software, and user profile anomalies and errors.

Try a Repair Install and see if that works.

https://www.microsoft.com/en-us/software-download/windows10

Windows 10 is running, so click on the Download button (not Upgrade Button, select Save.
Create a USB Windows Installation key and then run Setup on the USB Key.
This will launch the Repair and proceed normally

Otherwise, back up, install fresh and see if Windows 10 will run on the old machine.
alexh75Director, Websters Ltd.

Author

Commented:
ok thanks.
I created a new profile and started up Word.  Past the starting up box, past the processing.
Then a large white screen background, with a white dialog box in front of it, but nothing in either of these boxes.
Getting a few notifications in Application log

Error 1002, Application Hang
The program WINWORD.EXE version 16.0.10730.20334 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Security and Maintenance control panel.
 Process ID: 4048
 Start Time: 01d50675b7d7b4cd
 Termination Time: 44
 Application Path: C:\Program Files (x86)\Microsoft Office\root\Office16\WINWORD.EXE
 Report Id: e80b24c4-068b-4214-ab4e-f5266837c64f
 Faulting package full name:
 Faulting package-relative application ID:
 Hang type: Unknown

Error 1001, Windows Error Reporting

Fault bucket , type 0
Event Name: AppHangB1
Response: Not available
Cab Id: 0

Problem signature:
P1: WINWORD.EXE
P2: 16.0.10730.20334
P3: 5c9db71f
P4: da5d
P5: 134217728
P6:
P7:
P8:
P9:
P10:

Attached files:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERC5F7.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERC636.tmp.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERC656.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERC6D4.tmp.txt
\\?\C:\Users\New\AppData\Local\Temp\WERCEC3.tmp.appcompat.txt

These files may be available here:
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppHang_WINWORD.EXE_d27facfe1f11e1ce9a6baaa974cb4b18a162d8_13e6d0a8_4159ec0d

Analysis symbol:
Rechecking for solution: 0
Report Id: e80b24c4-068b-4214-ab4e-f5266837c64f
Report Status: 97
Hashed bucket:

Error 1001 again

Fault bucket 1535349733607092918, type 1
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: WINWORD.EXE
P2: 16.0.10730.20334
P3: 5c9db71f
P4: mso20win32client.dll
P5: 0.0.0.0
P6: 5c1cac35
P7: 01483052
P8: 0016a411
P9:
P10:

Attached files:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERB722.tmp.WERInternalMetadata.xml

These files may be available here:
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_WINWORD.EXE_43fde5cc125635f8976f16acd490f7e042d4952d_13e6d0a8_4e09bc61

Analysis symbol:
Rechecking for solution: 0
Report Id: 3f26f6c6-825e-4558-8d81-d6b7e948a988
Report Status: 268435456
Hashed bucket: fb056f5b6c25d2d5f54ea872b5a432b6

Error 1000

Faulting application name: WINWORD.EXE, version: 16.0.10730.20334, time stamp: 0x5c9db71f
Faulting module name: mso20win32client.dll, version: 0.0.0.0, time stamp: 0x5c1cac35
Exception code: 0x01483052
Fault offset: 0x0016a411
Faulting process ID: 0x4048
Faulting application start time: 0x01d50675b7d7b4cd
Faulting application path: C:\Program Files (x86)\Microsoft Office\root\Office16\WINWORD.EXE
Faulting module path: C:\Program Files (x86)\Common Files\Microsoft Shared\Office16\mso20win32client.dll
Report ID: 3f26f6c6-825e-4558-8d81-d6b7e948a988
Faulting package full name:
Faulting package-relative application ID:
√Čric MoreauSenior .Net Consultant
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Top Expert 2016

Commented:
Have you tried this tool provided by Microsoft: https://diagnostics.office.com/#/
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
How old is the computer?  May not be Windows 10 compatible.
alexh75Director, Websters Ltd.

Author

Commented:
John, thanks for your input.  The thing is though that Windows 10 and any other programs I've tried so far are all working fine.  The only problem seems to be Office at present.
alexh75Director, Websters Ltd.

Author

Commented:
Hi Eric, yes have tried that tool already thanks.
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
If you think the computer will run Windows 10, you should try a fresh install
alexh75Director, Websters Ltd.

Author

Commented:
Thanks John, the computer is 2013 so shouldn't be an issue.  Have already upgraded another 4 of the same make/model, so don't think that's the issue.
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JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
From 2013 the computer should work - but not necessarily.

Update BIOS and Chipset. Prepare for fresh install and let Windows update the remaining drivers.
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Distinguished Expert 2019

Commented:
can you uninstall/ reinstall office, or word?
alexh75Director, Websters Ltd.

Author

Commented:
Hi Nobus
Tried that many times already, but thank you.
Alex
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Distinguished Expert 2019

Commented:
try updating BIOS and drivers, it can help

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