Excel not responding on File New

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Tony Tapir Author

Level 1

40 points

Excel not responding on File New

Hi

I have a New MacBook Air M2 with Ventura 13.5.

The Mac has three users on it.

Excel (16.75.2.23071901) works fine and all three uses with the exception that my user cannot use "File >New".

When I do, Excel freezes. If I move the mouse down, the beach ball is showing and I have to force quit.

I have reinstalled Office Twice and deleted the Microsoft folders in the /Containers folders

I have booted in Safe Mode a number of times

It still freezes.

The other users have no issue at all. Also, If I double click Excel to start in the other users, tow new workbooks open.

So, It appears to be a problem with my user alone.

Here is the start of the error report:

Microsoft Error Reporting log version: 2.0

Error Signature:

Exception: SIG_HANG_QUIT

ExceptionEnumString: 33554432

Exception Code: 0x00000001 (0x000000016b7a8000)

Date/Time: 2023-08-06 08:49:05 +0000

Application Name: Microsoft Excel

Application Bundle ID: com.microsoft.Excel

Application Signature: XCEL

Application Bitness: x64

Application Version: 16.75.2.23071901

Crashed Module Name: merp

Crashed Module Version: 16.75.23071901

Crashed Module Offset: 0x000000000000893c

Blame Module Name: Microsoft Excel

Blame Module Version: 16.75.23071901

UnsymbolicatedChecksum: F81AFB4F61D684ED4D941A6B7F572E07

Blame Module Offset: 0x0000000000060f18

StackHash: 6f9c3c9323518c7a_33554432_main_arm

Application LCID: 2057

Extra app info: Reg=en Loc=0x0809

Build Type: Release

Crashed thread Stack Pointer: 0x_000000016b678d90

Crashed thread: 0

The rest of Excel works fine, but it is a real pain as I need to make sure I need to use "Save As" to create a work book and then open it again if I want to work on two workbooks at once.

I can see a few others around with this issue, but no solutions.

I have just migrated from a 2017 MacBook Pro, where the same version of Excel works just fine.

Any help gratefully received.

Thanks

Tony

MacBook Air (M2, 2022)

Posted on Aug 6, 2023 2:00 AM

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Answer 1

Top-ranking reply

Tony Tapir Author

Level 1

40 points

Aug 6, 2023 9:04 PM in response to ku4hx

Thanks for that.

However, I tried something else first.

I cleaned out all Office Containers and Group containers folders, then reinstalled office.

Everything was just fine again

Right at the end I copied over the old:

Word.officeUI, Excel.officeUI and Personal.XLSB

Still fine

The last thing was to change the default font from Body 12 to Arial 12 in Excel then Word

I gave it one more go, and it reverted to freezing in Excel.

I reinstalled a clean copy of Office once more, after cleaning the Library containers.

This time I did not copy Word.officeUI, Excel.officeUI and Personal.XLSB.

I also tested it on the second user.

What I found was that as soon as I changed the Font to Arial 12 in Excel, the second Mac user encounter a freezing issue.

To prove this, I copied the Word.officeUI, Excel.officeUI and Personal.XLSB and tested it without changing the default font.

When I changed it to Arial 12, it froze again.

I changed it back and it was OK.

This is extremely repeatable.

This font freezes:

Arial 12

These are OK

Arial 11
Body 12 (Callibri really)
Times Roman 12
Helvetica 12

I could not be bothered to test any more and have settled on Helvetica 12.

This all very odd, but I have heard of font clashes before, but not to this level.

I am happy now.

Cheers

Tony

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Answer 2

ku4hx

Level 7

23,786 points

Aug 6, 2023 3:21 AM in response to Tony Tapir

My thought is your user profile is corrupt. That's not all that rare. Generally, the fix is to create a new user and move the old user's data over to it then remove the old user.

Logic for this is the fact that two other users do not have the problem.

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Answer 3

ku4hx

Level 7

23,786 points

Aug 7, 2023 2:25 AM in response to Tony Tapir

OK

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Excel not responding on File New

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