7 Replies Latest reply on Mar 3, 2016 3:10 PM by amdmatt

    Some .docx files crashing MS Word after updating to 15.300.1025.1001

    mattj812

      Hello,

       

      While using a free copy of Office 365 ProPlus through my school I was having an issue in MS Word where the display would periodically go black so I updated the AMD drivers using the automatic installer.  Now some files I try to open in MS Word will crash.  I can resolve the problem by rolling back the driver but the black screen issue returns.

       

      Specs:

       

      HP Pavilion 17-g121wm

      AMD Quad-Core A10-8700P R6 1.8 GHz

      64 bit

      Windows 10 Home

      MS Office 365 ProPlus

       

      Here is the event viewer log of the crash:

       

       

      Faulting application name: WINWORD.EXE, version: 15.0.4787.1000, time stamp: 0x5666b177

       

      Faulting module name: amdocl.dll, version: 10.0.1912.5, time stamp: 0x5661cdfe

       

      Exception code: 0xc0000005

       

      Fault offset: 0x0023506b

       

      Faulting process id: 0x1aa0

       

      Faulting application start time: 0x01d162b09e230fb0

       

      Faulting application path: C:\Program Files\Microsoft Office 15\Root\Office15\WINWORD.EXE

       

      Faulting module path: C:\WINDOWS\SYSTEM32\amdocl.dll

       

      Report Id: de1f4f0a-cea3-11e5-9c0a-9457a5dcb8ec

       

      Faulting package full name:

       

      Faulting package-relative application ID:

       

      I am not having any issues with any other applications and the .docx files in question will open in Wordpad and Open Office Writer.

       

      Any suggestions would be appreciated.

       

      Thank you.

       

       

        • Re: Some .docx files crashing MS Word after updating to 15.300.1025.1001
          amdmatt

          Thanks for the post.

           

          Could you clarify what you mean by the screen goes black? When does it occur?

          Have you installed all available updates for Windows?

           

          Please scan your Windows 10 installation for any corrupt files. To do this on Windows 10, simply follow the guide in this link

            • Re: Some .docx files crashing MS Word after updating to 15.300.1025.1001
              mattj812

              While I was using MS Word the display would suddenly go black.  It wouldn't turn off, the back light was still on and I could fix the problem by closing and opening the lid.  Sometimes the screen would go back again instantly, other times it would take a few minutes.  I would only experience this problem in MS Word and when the application was in focus and maximized.  It would not occur if I manually sized the window.  This problem was resolved with the latest AMD update.

               

              Update KB3135173 was available so I installed it.  No corrupt files were present.

               

              At first I thought the update had solved the problem and it may have.  I have had one file crash on me since the update but the event viewer log is not the same:

               

              Fault bucket 107884029184, type 1

              Event Name: APPCRASH

              Response: Not available

              Cab Id: 0

               

               

              Problem signature:

              P1: WINWORD.EXE

              P2: 15.0.4787.1000

              P3: 5666b177

              P4: amdocl.dll

              P5: 10.0.1912.5

              P6: 5661cdfe

              P7: c0000005

              P8: 0023506b

              P9:

              P10:

               

               

              Attached files:

              C:\Users\matth\AppData\Local\Temp\406531.cvr

              C:\Users\matth\Downloads\exploring_w04_grader_h1.docx

              C:\Users\matth\AppData\Local\Temp\CVRFC2.tmp.cvr

              C:\Users\matth\AppData\Local\Temp\WER4355.tmp.WERInternalMetadata.xml

               

               

              These files may be available here:

              C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_WINWORD.EXE_5450d3b2fb2d1d6b3c8de8e83aa9ddf837cfcc19_00000000_0626c064

               

               

              Analysis symbol:

              Rechecking for solution: 0

              Report Id: d7e151ce-cf97-11e5-9c0e-9457a5dcb8ec

              Report Status: 0

              Hashed bucket: f02bf53784f2dd5b70af921fa1c9d3ab

               

              This is with the latest AMD drivers re-installed.  I am opening the same files that were causing problems before and so far they have only crashed this one time.

                • Re: Some .docx files crashing MS Word after updating to 15.300.1025.1001
                  mattj812

                  It turns out that I am still having issues with Word and Powerpoint using the latest driver.  I have rolled back the display driver again.

                   

                  Here are the event viewer logs:

                   

                  Faulting application name: POWERPNT.EXE, version: 15.0.4765.1000, time stamp: 0x56014955

                  Faulting module name: amdocl.dll, version: 10.0.1912.5, time stamp: 0x5661cdfe

                  Exception code: 0xc0000005

                  Fault offset: 0x0023506b

                  Faulting process id: 0x171c

                  Faulting application start time: 0x01d163b74cc0077b

                  Faulting application path: C:\Program Files\Microsoft Office 15\Root\Office15\POWERPNT.EXE

                  Faulting module path: C:\WINDOWS\SYSTEM32\amdocl.dll

                  Report Id: 8e41c362-cfaa-11e5-9c0e-9457a5dcb8ec

                  Faulting package full name:

                  Faulting package-relative application ID:

                   

                   

                  Faulting application name: WINWORD.EXE, version: 15.0.4797.1003, time stamp: 0x56bf0292

                  Faulting module name: amdocl.dll, version: 10.0.1912.5, time stamp: 0x5661cdfe

                  Exception code: 0xc0000005

                  Fault offset: 0x0023506b

                  Faulting process id: 0xe0

                  Faulting application start time: 0x01d16e6e6123e0d1

                  Faulting application path: C:\Program Files\Microsoft Office 15\Root\Office15\WINWORD.EXE

                  Faulting module path: C:\WINDOWS\SYSTEM32\amdocl.dll

                  Report Id: bb1f9aec-da61-11e5-9c0e-9457a5dcb8ec

                  Faulting package full name:

                  Faulting package-relative application ID:

                   

                  Thanks.

              • Re: Some .docx files crashing MS Word after updating to 15.300.1025.1001
                amdmatt

                Thank you for the forum post. Our team of dedicated engineers are investigating your report.

                 

                Meanwhile, we have a temporary solution for you, please try the following:

                 

                1. Download and Install Crimson 15.12.

                 

                 

                2. Type File Explorer in 'search the web and Windows' on your Taskbar

                 

                3. Open Windows Explorer and navigate to “C:\Program Files\Common Files\ATI Technologies\Multimedia”

                 

                4. Rename the file amf-wic-jpeg-decoder32.dll

                 

                5. Rename it to amf-wic-jpeg-decoder32._dll

                 

                Please do let us know if this resolves your issue.