AnsweredAssumed Answered

AMD W5100 Graphics card causing Microsoft Excel 2016 Crashes

Question asked by the_rexpert on Aug 23, 2018
Latest reply on Sep 5, 2018 by fsadough

OK, friends, this is an unusual one so bear with me and feel free to ask whatever questions you come up with.


First, I am legally blind (I have really, really bad eyesight[20/250 Lt, 20/350 Rt corrected]).


Next, a rundown of my system: (Newly assembled in July of 2018 - less than 8 weeks ago)

AMD Ryzen 7 2700X processor on a Gigabyte AUROS x470 Motherboard with 16GB of Corsair Vengence RAM and the AMD W5100 graphics card.

I am using Windows 10, v1803 build 17134.228 with all updates.

To this I have connected 2 Acer ED273 Abidpx 27” Curved Monitors.

The first monitor is configured normally. The second is used exclusively using Windows Magnifier app at 600% magnification.


The problem:

Microsoft Excel 2016 (no other app that I am aware of has this issue) crashes after making some changes to any file. This has been an issue since I built this system.


Why I believe this is a graphics card issue:

At first I thought it was an issue with MS Office. I have been through every conceivable test, repair, re-installation, etc. to no avail.

I came across an article that suggested it could be a network issue (as I have all of my documents stored on a server). I moved the file I was trying to edit to a local drive and the problem continued.

However, I noticed that just before there was a crash, I had what I can only describe is a jump or a flicker on the screen (on the magnifier monitor).

I tried closing the magnifier app and zooming the document enough to see it and made many changes to the document with no issues. I reopened the magnifier, made three or four changes and Excel crashed. I repeated this several times before concluding that this is definitely the issue. Although I can zoom a document enough within Excel to make changes, I cannot see the menus well enough to effectively use the app.


Something else I have noticed the last couple of weeks; I do not turn off the computer or let it sleep (because of an issue with the Thermaltake Fusion software). I do lock the system when away and I have a slideshow on the lock screen and the screens sleep after 30 minutes. Three or four times a week I come back to the system to find that one screen or both do not wake properly from sleep. This doesn't appear to be a problem with the actual monitors as I can turn them off and back on and the problem continues. The only solution I have found so far is a system reboot.


Please let me know if you have any questions. Thanks for all your assistance.