2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

Guy Whistler — Thu, 06 Aug 2009 18:05:29 GMT

We are experiencing this also. However, when we uninstall SP2 it just causes other stability issues. For example we can then not copy and paste a chart from one pptx to another without Powerpoint hanging or crashing.

Is there any update on a hotfix?

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

Aaron Rykhus — Thu, 06 Aug 2009 19:10:17 GMT

You could try disabling add-ins. Or just completely uninstalling Office and re-installing. As I mentioned if you need further assistance contact support at 800-MICROSOFT or http://support.microsoft.com.

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

Matt — Wed, 12 Aug 2009 19:52:45 GMT

No Aaaron, disabling add-ins doesn't resolve the issue. Considering that seemingly a lot of people have that issue, it sounds sort of silly to suggest that each single person should contact MS for support of an issue that they are not able to fix. Sorry if I sound snappy, but let's be honest: this is a major bug since for many users it renders the product useless and instead of talking to people on the phone finding workarounds like disabling add-ins (which we need), MS should rather work on resolving the issue.

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

Robert — Thu, 27 Aug 2009 14:28:53 GMT

We have same issue here.

It's not related to document size and type of content.

It can be easly reproduced by opening blank presentation, inserting default chart with default data suggested by PPT and then clicking fast inside chart, selecting and/or moving objects belonging to chart.

PPT would freeze after several clicks.

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

Antonio Bravo — Fri, 28 Aug 2009 02:51:18 GMT

when is this going to be fixed????? I have lost a lot of work due to this problem. I know a lot of people with the same problem.

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

Jim — Thu, 03 Sep 2009 07:46:05 GMT

I hate you for this. This makes my life miserable.

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

BV — Sat, 05 Sep 2009 02:07:29 GMT

Yes I completely agree. I don't know why this is taking so long to fix, this is a MAJOR bug! It's good to know at least I'm not the only one with this problem and that is known by Microsoft but there seriously needs to be something done to fix this issue. I have re-run powerpoint (on a good day) about 40-50 times!

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

L Fitzgerald — Mon, 07 Sep 2009 17:57:23 GMT

Office 2007, SP3 -- Experiencing same crash issues described. Ran Diagnostics, installed all updates, the usual.

Concur about multiple, quick clicking and use of arrow keys to navigate. I've had days where I've crashed at least 30 times.

Microsoft: please fix.

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

L Fitzgerald — Mon, 07 Sep 2009 17:57:37 GMT

Office 2007, SP2 -- Experiencing same crash issues described. Ran Diagnostics, installed all updates, the usual.

Concur about multiple, quick clicking and use of arrow keys to navigate. I've had days where I've crashed at least 30 times.

Microsoft: please fix.

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

Aaron Rykhus — Fri, 11 Sep 2009 19:59:52 GMT

We now have a hotfix that you need to contact support to obtain, 800-MICROSOFT or http://support.microsoft.com/oas, you won't be charged if you're just requesting the hotfix.

Aaron Rykhus

Support Engineer, Microsoft

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

DR — Sat, 12 Sep 2009 00:43:45 GMT

What is the KB number for the hotfix? I have contacted support and they don't know what I'm asking for without a KB to reference.

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

Aaron Rykhus — Mon, 14 Sep 2009 17:41:32 GMT

The KB article should be here early this week. We should still be letting you submit a support case on this even without a KB article #, unless I'm missing something. If you still can't get through to support use the Email link (http://blogs.technet.com/arykhus/contact.aspx) on the upper left hand side of this blog to send me an E-mail and I'll look into it.

Aaron Rykhus

Support Engineer

Microsoft Corporation

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

Mike — Mon, 14 Sep 2009 22:12:13 GMT

I ran into the same issue, being asked for a kb number I did not have. But on my second phone call the microsoft rep put me on hold and did some investigating. I was sent kb975021, so try asking for that.

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

Nancy Dickson — Wed, 16 Sep 2009 08:26:34 GMT

THANK YOU Aaron! I just installed KB975021 and it fixed the problem on my XP box. This is such a relief.

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

John Q — Fri, 02 Oct 2009 06:08:12 GMT

I tried installing the hotfix and it says the product it was looking for wasn't installed.

Does this hotfix not apply to users of Microsoft Office 2007 Professional Plus? Because customers that paid for this product are having this problem and losing time and money as well.

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

Aaron Rykhus — Fri, 02 Oct 2009 17:04:08 GMT

ProPlus should qualify, actually, as long as it's 2007 SP1 or SP2 it should work. The suite level shouldn't matter. If you have SP1 or SP2 and still get the error, try repairing Office, or uninstall/reinstall. If you need assistance you should be able to get support (800-MICROSOFT) at no cost from us since it's an install issue, those are typically no cost if they're still in mainstream support, which Office 2007 is.

Aaron Rykhus

Support Engineer

Microsoft Corporation

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

John Q — Sun, 04 Oct 2009 05:37:55 GMT

---------------------------

Hotfix for Office (KB975021)

---------------------------

The expected version of the product was not found on the system.

---------------------------

This is on Microsoft Office Professional Plus 2007 with SP2.

I tried just re-installing it with SP1 and got the same message.

Not sure if I should call Microsoft support on this...

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

John Q — Mon, 05 Oct 2009 17:26:58 GMT

I installed the Hotfix for a user on Microsoft Office Standard 2007 here and it installed fine (she was getting the crash as well and the hotfix fixed it).

I still have a user (our VP Corp Controller of course) who's crashing due to it. Will Microsoft support give me a different hotfix or troubleshoot the existing installation of his MS Office Pro Plus 2007 so the Hotfix will detect it?

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

John Q — Mon, 05 Oct 2009 19:36:41 GMT

I did contact Microsoft, they said we'd need a service agreement for free support on this incident (for Professional Plus). Otherwise it's about $250.

We have an enterprise agreement so I'll try with that.

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

John Q — Mon, 05 Oct 2009 20:40:29 GMT

It looks like MS wouldn't provide any free tech support for Professional Plus. Tried providing our Enterprise Agreement # for tech support but it is not honored for tech support; it's merely a number that represents a volume licensing agreement.

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

John Q — Mon, 05 Oct 2009 23:58:04 GMT

I will try installing the individual Applications from our Office 2007 Enterprise setup files and post my results.

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

Aaron Rykhus — Tue, 06 Oct 2009 00:49:52 GMT

Do you have any standalone Office applications installed such as Visio, Project, Expression Web, or SharePoint Designer? If those standalone apps aren't patched to SP1 or SP2 then that's what's causing the hotfix to error out.

For the other issue, if you are still seeing the problem after applying the hotfix you will need to open a support ticket with us.

Aaron

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

John Q — Tue, 06 Oct 2009 07:13:41 GMT

Unfortunately I do not have any other stand alone apps. I've completely uninstalled all of Office, ran CCleaner, rebooted, tried reinstalling just Standard 2007, rebooting, then installing hotfix, still doesn't detect it. that is so strange. i repeated the process with 2007 professional plus and nothing.

Looks like we'll need to reformat the whole PC. A service call per incident cost more than the entire product.

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

John Q — Tue, 06 Oct 2009 08:24:10 GMT

I was able to install hotfix.

I had to go into add/remove programs, show updates, and uninstall EVERY update to Office, as well as the suite.

Then deleted the office key out of the software > Microsoft under HKLM. Then i rebooted, reinstalled Office 2007 Professional Plus (w/ sp2), rebooted, then was able to install the Hotfix.

---------------------------

Hotfix for Office (KB975021)

---------------------------

The installation is complete.

---------------------------

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

Bobby Campbell — Wed, 07 Oct 2009 23:20:23 GMT

The hotfix won't install if you also have the PowerPoint viewer installed. Remove the viewer, and you should be fine. However, when we installed the Hotfix to stop the graph "crashing" issue, we started noticing that text boxes no longer line up properly. That is, text boxes created on a system with the Hotfix line up differently than on systems that do not have the Hotfix installed.

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

Cap — Mon, 16 Nov 2009 21:32:47 GMT

Hi, I went to download the hotfix but I got this: Hotfix Request

The system is currently unavailable. Please try back later, or contact support if you want immediate assistance.http://support.microsoft.com/contactus/?ws=support. Is there an alternative site to download this file? Thanks.

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

Aaron Rykhus — Mon, 16 Nov 2009 21:53:40 GMT

I get the same problem. It's been reported.

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

Aaron Rykhus — Mon, 16 Nov 2009 22:00:13 GMT

There's not an alternate download site but you could contact support at 800-MICROSOFT and ask for hotfix KB975021. No support charges should apply if you are simply requesting a hotfix.

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

Aaron Rykhus — Mon, 16 Nov 2009 22:46:01 GMT

Try the KB article link now, it should be working again.

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

Al — Thu, 19 Nov 2009 16:40:41 GMT

Thanks for the posts, Aaron! I was able to fix my ppt with the Hotfix.

Oddly enough, one of my coworkers who has ppt 2003 is also crashing. So far, everything I've seen has indicated that it's only machines with 2007 that are having issues. Have you heard of any fixes for computers with 2003?

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

Aaron Rykhus — Thu, 19 Nov 2009 19:46:36 GMT

Nothing I'm aware of for 2003 crashing while working on charts. I also just searched the knowledgebase (http://support.microsoft.com) for the words 'powerpoint 2003 chart crash hotfix' and don't find any hotfixes for crashes.

You could get the crash signature and bucket ID from the computer's Application Log, look for Source=Application Error, Event ID=1000, and in the details the application name=Powerpnt.exe at the time of the crash.

If the user hit Send Reports to Microsoft (or if it's configured automatically) right above the Application Error 1000 event there should be a Source=Windows Error Reporting, Event ID=1001 with fault bucket number in the details.

Before getting that though it would be good to find out if it's not just file specific and if it was working before, what changed...etc... Also, what are they doing to get the crash?

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

Fred — Thu, 19 Nov 2009 21:37:37 GMT

Just stumbled on this thread in trying to find solutions to same issue. Several colleagues and I had serious problems with this over the past few days. Just recreated it by creating a document from scratch with a chart. Seems to particularly happen with 2 documents open and copying slides between documents - eventually will crash or start not copying properly which will lead to a crash on exit.

Are others still having this problem?

Any suggestions beyond KB975021 which we have installed?

Thanks.

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

Will Harris — Thu, 26 Nov 2009 10:47:07 GMT

I have been having this exact problem, along with several other users in my office. We are on different laptop makes (Toshiba, Sony) and different OS (Vista, Win7). But having the same issue - multiple clicks on a graph object causes ppt (and excel if chart data is open) to hang sometimes - normally following two clicks that are close together.

This was happening as often as every 5 minutes, and made PPT unusable.

I have installed KB975021 yesterday, and have not had the same problem since. however i have had two major crashes since then (never before) when using ppt, where application froze, I was able to switch windows and move mouse but not access any application, or start the task manager. After leaving for several minutes, power button reset was only solution.

is this a symptom/byproduct of the bug fix. I am recommending the other guys try the bugfix

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

Aaron Rykhus — Mon, 30 Nov 2009 15:25:48 GMT

If you are still having crashing on charts after the hotfix is applied you'll need to contact support at 800-MICROSOFT or http://support.microsoft.com/oas.

re: 2007 Chart Crashes or Hangs after Office 2007 SP2 or Feb/April CU Applied

Tod Skiles — Tue, 01 Dec 2009 19:26:13 GMT

I have tested this hotfix fairly extensively on XP, Vista, and 7 and it has resolved the issue on all of them. However it causes another issue. If anything changes with the chart while it is being displayed in a slideshow, the entire animation sequence for the slide restarts. In practice, this occurs when a chart is linked to an external data source and the underlying data is modified. You can reproduce the behavior by following these steps:

1. First you need to be working on a system with dual monitors in extended desktop view so that you can display the slideshow on a secondary monitor while changing the slide contents on the primary monitor.

2. New blank presentation

3. Insert a slide with a bulleted list and a chart

4. Add entrance animations for both

5. Start the slideshow and build everything onto the screen.

6. Right-click on the chart in the main PowerPoint edit window (not the slideshow)and select "edit data"

7. At this point you should have noticed everything has disappeared from the slide on your slideshow monitor.

8. Click back on the slideshow and you'll notice that you are back to the beginning of the animation sequence and have to rebuild the slide.