Software support · Windows & Mac
App keeps crashing?
An app that freezes, closes on its own or won’t open. These checks fix most crashes without reinstalling Windows or losing your work.
Step by step
Check these six things, in this order.
Save your work and force-close the app
Windows: Ctrl + Shift + Esc opens Task Manager › select the app › End task. Mac: ⌘ + Option + Esc › select the app › Force Quit.
Restart the computer
A full restart clears stuck processes and finishes half-installed updates. Use Restart, not Shut down, on Windows.
Install updates
Update the app itself, then Windows Update or macOS Software Update. Many crashes are known bugs that an update already fixes.
Is it one file or every file?
If the app only crashes on one document, the file may be damaged. Try opening a copy, or an older version from OneDrive or Google Drive.
Repair or reset the app
Windows: Settings › Apps › Installed apps › the app › Advanced options or Modify › Repair. Office apps have Quick Repair and Online Repair.
Check what Windows recorded
Search for Reliability Monitor in the Start menu. It shows when the app crashed and what else failed at the same time, useful for IT.
Questions
Crashing apps FAQ
- Why does my app keep crashing?
- Common causes are pending updates, a damaged file, a faulty add-in or plug-in, not enough memory, or a corrupted installation.
- How do I open Office in safe mode?
- Hold Ctrl while opening Word, Excel or Outlook, and choose Yes. If it works in safe mode, an add-in is usually the cause.
- Will repairing the app delete my files?
- No. Repair fixes the program, not your documents. Still, save and back up your work first.
- Can you fix crashing apps remotely?
- Usually yes, with a short remote session. Hardware faults need a visit.
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