I get a "stopped working" error when I start Office 2016 or 2013 applications on my PC

You might get this error when you start the Office 2016 or Office 2013 versions of Excel, Word, Outlook, PowerPoint, Publisher, or Visio on your PC:

Microsoft Excel has stopped working.

Microsoft Word has stopped working.

Microsoft Outlook has stopped working.

Microsoft PowerPoint has stopped working.

Microsoft Visio has stopped working.

Microsoft Publisher has stopped working.

Before you try any of the resolutions in this article, it's important to make sure that Office is fully up-to-date. If you still get "stopped working" errors after installing Office updates, choose Most Office apps or Outlook and follow the troubleshooting options in the order they are presented.

Instructions on this tab apply to Excel, Word, PowerPoint, Publisher, and Visio. Click the header for more instructions.

  1. Click this easy fix button to attempt to resolve this issue.

    Easy fix download button indicating an automated fix is available
  2. Select your browser from the drop-down list to see how to save and then launch the file.

    1. At the bottom of the browser window, select Save.

    2. In the next box that indicates CSSEmerg6619.diagcab is finished downloading, click Open.

    3. The Office File Association wizard launches. Select Next and follow the prompts.

    1. At the bottom of the browser window, select Open to open the CSSEmerg6619.diagcab file.

      If the file doesn’t open automatically, choose Save > Open Folder, and then double-click the file (it should start with "CSSEmerg6619") to run the easy fix tool.

    2. The Office File Association wizard launches. Select Next and follow the prompts.

    1. In the lower-lower left corner select the CSSEmerg6619 file and from the drop down, select Show in folder.

    2. Double-click the download, CSSEmerg6619, to run the easy fix tool.

    3. The Office File Association wizard launches. Select Next and follow the prompts.

    1. Select Save File, and then OK.

    2. In the upper-right browser window, select Show all downloads. In the Library, select Downloads > CSSEmerg6619.diagcab, and then select the folder icon. Double-click the officefile.

    3. The Office File Association wizard launches. Select Next and follow the prompts.

If this didn't resolve your issue, click the next header, below.

Certain add-ins may cause compatibility issues that cause a "stopped working" error with Office apps. A quick way to find out is by starting the Office app in Safe Mode. To do this, follow these steps:

  1. Right-click the Start button Windows Start button in Windows 8 and Windows 10 (lower-left corner), and choose Run. If you're in Windows 7, you can click on Start > Run.

  2. Type one of these commands:

    • Type excel /safe and press Enter to start Excel.

    • Type winword /safe and press Enter to start Word.

    • Type powerpnt /safe and press Enter to start PowerPoint.

    • Type mspub /safe and press Enter to start Publisher.

    • Type visio /safe and press Enter to start Visio.

    Note: If you get a "can't find" error after typing the command, check if you included a space between the app name and /safe.

To ensure the Office app is in Safe Mode, check the title bar. You should see something like: Microsoft Excel (Safe Mode).

If the Office app doesn’t start in Safe Mode, the problem isn’t with add-ins. Try repairing Office or uninstalling and reinstalling it instead. If that still doesn't work, you should have the latest device drivers installed on your PC.

If the Office app starts in Safe Mode, disable the application add-ins and COM add-ins one at a time:

  1. With the Office app still in Safe Mode, click File > Options > Add-Ins.

  2. Check the Manage list for Add-ins options, such as Word Add-ins or Excel Add-ins, and then click Go. If you can't find an Add-ins option specific to the Office app in the Manage list, choose COM Add-ins instead.

  3. Uncheck one of the add-ins in the list and click OK.

    Note: Some older add-ins are known to cause problems. Uncheck these add-ins first if they are in your list: Abbyy FineReader, PowerWord and Dragon Naturally Speaking.

  4. Restart the application (not in Safe Mode this time).

If the Office app starts, there’s a problem with the add-in you unchecked. We recommend you visit the company website for the add-in to check for an updated version you can install. If there isn’t a newer version or if you don’t need to use the add-in you can leave it unchecked or remove it from your PC.

If the Office app doesn't start, repeat the steps to uncheck the other add-ins one by one. If there was another Add-ins option in the Manage list, such as COM Add-ins, repeat this process for those add-ins as well. If all add-ins are unchecked and you still can’t open your Office application, the problem isn't related to add-ins. Try some of the other troubleshooting options provided in this article.

Older versions of these add-ins are known to cause problems with Office 2016 or Office 2013 applications:

If this didn't resolve your issue, click the next header, below.

This step is useful if one of the Office app is damaged or corrupted. Try a quick repair first, and if that doesn't work, try the online repair. For more information, see Repair an Office application.

If this didn't resolve your issue, click the next header, below.

  1. Click this easy fix button to uninstall Office.

    Easy fix download button indicating an automated fix is available
  2. For the remaining steps showing how to save and use the easy fix, select your browser from the drop-down list below

    1. At the bottom of the browser window, select Open to open the O15CTRRemove.diagcab file.

      Select Open to open the O15CTRRemove.diagcab easy fix tool

      If the file doesn’t open automatically, choose Save > Open Folder, and then double-click the file (it should start with "O15CTRRemove") to run the easy fix tool.

    2. The Uninstall Microsoft Office wizard launches. Select Next and follow the prompts.

    3. When you see the Uninstallation successful screen, follow the prompt to restart your computer for the changes to take effect. Select Next.

    4. After restarting your computer, you can try installing Office again.

    1. In the lower-lower left corner select the o15CTRRemove file and from the drop down, select Show in folder.

      From the dropdown, select Show in folder

      Double-click the download, o15CTRRemove to run the easy fix tool.

    2. The Uninstall Microsoft Office wizard launches. Select Next and follow the prompts.

    3. When you see the Uninstallation successful screen, follow the prompt to restart your computer for the changes to take effect. Select Next.

    4. After restarting your computer, you can try installing Office again.

    1. Select Save File, and then OK.

      Save O15CTRRemove.diagcab file in Firefox

      In the upper-right browser window, select Show all downloads. In the Library, select Downloads > O15CTRRemove.diagcab, and then select the folder icon. Double-click the O15CTRRemove.diagcab.

    2. The Uninstall Microsoft Office wizard launches. Select Next and follow the prompts.

    3. When you see the Uninstallation successful screen, follow the prompt to restart your computer for the changes to take effect. Select Next.

    4. After restarting your computer, you can try installing Office again.

Reinstall Office

To reinstall Office, follow the steps in Download and install or reinstall Office on your PC or Mac.

If this didn't resolve your issue, click the next header, below.

Older Windows device drivers may be incompatible with your Office application. You should run a Windows or Microsoft update on your PC to ensure you have the latest drivers. To do this, follow these steps:

For Windows 10:

  1. Select the Start Windows Start button in Windows 8 and Windows 10 button.

  2. Select Settings > Update & security > Windows Update.

  3. Select Check online for updates from Microsoft Update.

  4. If updates are available they should automatically be installed on your PC.

For Windows 8.1 and Windows 8:

  1. On the Start screen, click Settings on the Charms Bar.

  2. Click Change PC Settings.

  3. In the PC Settings app, click Windows Update.

  4. Click Check for updates now.

For Windows 7:

  1. Click Start.

  2. Type Windows Update in the Search programs and files box.

  3. In the search results, click Check for updates.

  4. If updates are available, click Install.

If the problem continues to occur after updating Windows, you should check to make sure that these specific drivers are up-to-date: video card, printer, mouse, and keyboard. Drivers for these devices can usually be downloaded and installed directly from the manufacturer's website.

Also, if you have a laptop, you should check the manufacturer's website for any updated files related to the laptop. For example, there's a known issue with an older DisplayLink User Mode Driver that certain laptops use. To update the DisplayLink driver you need to go to the manufacturer’s site.

Instructions on this tab apply to Outlook.

Problems with the existing Outlook profile could cause this error to appear when try starting Outlook. A quick fix is to create a new profile to replace the existing one and to re-add your email accounts to the new profile. To do this, follow the information in this article: Create an Outlook profile.

If this didn't resolve your issue, click the next header, below.

Certain add-ins may cause compatibility issues that cause a "stopped working" error with Outlook. A quick way to find out is by starting Outlook in Safe Mode. To do this, follow these steps:

  1. Right-click the Start button Windows Start button in Windows 8 and Windows 10 (lower-left corner), and choose Run. If you're in Windows 7, you can click on Start > Run.

  2. Type outlook /safe and press Enter to start Outlook.

    Note: If you get a "can't find" error after typing the command, check if you included a space between the app name and /safe.

To ensure Outlook is in Safe Mode, check the title bar. You should see something like: Microsoft Outlook (Safe Mode).

If Outlook doesn’t start in Safe Mode, the problem isn’t with add-ins. Try repairing Office or uninstalling and reinstalling it. If that still doesn't work, you should have the latest device drivers installed on your PC.

If Outlook starts in Safe Mode, disable the application add-ins and COM add-ins one at a time:

  1. With Outlook still in Safe Mode, click File > Options > Add-Ins.

  2. Check the Manage list for Add-ins options, such as Outlook Add-ins, and then click Go. If you can't find the Outlook Add-ins option in the Manage list, choose COM Add-ins instead.

  3. Uncheck one of the add-ins in the list and click OK.

    Note: Some older add-ins are known to cause problems. Uncheck these add-ins first if they are in your list: Abbyy FineReader PowerWord, and Dragon Naturally Speaking.

  4. Restart the application (not in Safe Mode this time).

If Outlook starts, there’s a problem with the add-in you unchecked. We recommend you visit the company website for the add-in to check for an updated version you can install. If there isn’t a newer version or if you don’t need to use the add-in you can leave it unchecked or remove it from your PC.

If Outlook doesn't start, repeat the steps to uncheck the other add-ins one by one. Do this for both Outlook Add-ins and COM Add-ins in the Manage list. If all add-ins are unchecked and you still can’t open your Office application, the problem isn't related to add-ins. Try some of the other troubleshooting options provided in this article.

If this didn't resolve your issue, click the next header, below.

This step is useful if one of the Outlook files is damaged or corrupted. Try a quick repair first, and if that doesn't work, try the online repair. For more information, see Repair an Office application.

If this didn't resolve your issue, click the next header, below.

  1. Click this easy fix button to uninstall Office.

    Easy fix download button indicating an automated fix is available
  2. For the remaining steps showing how to save and use the easy fix, select your browser from the drop-down list below

    1. At the bottom of the browser window, select Open to open the O15CTRRemove.diagcab file.

      Select Open to open the O15CTRRemove.diagcab easy fix tool

      If the file doesn’t open automatically, choose Save > Open Folder, and then double-click the file (it should start with "O15CTRRemove") to run the easy fix tool.

    2. The Uninstall Microsoft Office wizard launches. Select Next and follow the prompts.

    3. When you see the Uninstallation successful screen, follow the prompt to restart your computer for the changes to take effect. Select Next.

    4. After restarting your computer, you can try installing Office again.

    1. In the lower-lower left corner select the o15CTRRemove file and from the drop down, select Show in folder.

      From the dropdown, select Show in folder

      Double-click the download, o15CTRRemove to run the easy fix tool.

    2. The Uninstall Microsoft Office wizard launches. Select Next and follow the prompts.

    3. When you see the Uninstallation successful screen, follow the prompt to restart your computer for the changes to take effect. Select Next.

    4. After restarting your computer, you can try installing Office again.

    1. Select Save File, and then OK.

      Save O15CTRRemove.diagcab file in Firefox

      In the upper-right browser window, select Show all downloads. In the Library, select Downloads > O15CTRRemove.diagcab, and then select the folder icon. Double-click the O15CTRRemove.diagcab.

    2. The Uninstall Microsoft Office wizard launches. Select Next and follow the prompts.

    3. When you see the Uninstallation successful screen, follow the prompt to restart your computer for the changes to take effect. Select Next.

    4. After restarting your computer, you can try installing Office again.

Reinstall Office

To reinstall Office, follow the steps in Download and install or reinstall Office on your PC or Mac.

If this didn't resolve your issue, click the next header, below.

Older Windows device drivers may be incompatible with Outlook. You should run a Windows or Microsoft update on your PC to ensure you have the latest drivers. To do this, follow these steps:

For Windows 10:

  1. Select the Start Windows Start button in Windows 8 and Windows 10 button.

  2. Select Settings > Update & security > Windows Update.

  3. Select Check online for updates from Microsoft Update.

  4. If updates are available they should automatically be installed on your PC.

For Windows 8.1 and Windows 8:

  1. On the Start screen, click Settings on the Charms Bar.

  2. Click Change PC Settings.

  3. In the PC Settings app, click Windows Update.

  4. Click Check for updates now.

For Windows 7:

  1. Click Start.

  2. Type Windows Update in the Search programs and files box.

  3. In the search results, click Check for updates.

  4. If updates are available, click Install.

If the problem continues to occur after updating Windows, you should check to make sure that these specific drivers are up-to-date: video card, printer, mouse, and keyboard. Drivers for these devices can usually be downloaded and installed directly from the manufacturer's website.

Also, if you have a laptop, you should check the manufacturer's website for any updated files related to the laptop. For example, there's a known issue with an older DisplayLink User Mode Driver that certain laptops use. To update the DisplayLink driver you need to go to the manufacturer’s site.

You may also want to see Outlook not responding, stuck at "Processing," stopped working, freezes, or hangs.

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We last updated this topic on August 11th, 2017 based on your comments. If you found this article helpful, and especially if you didn't, please use the feedback controls below to let us know how we can make it better.

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