Microsoft Word crashes as soon as I open any file in my MacBook Pro M4 16GB (Sequoia 15.4.1)

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Level 1

10 points

Microsoft Word crashes as soon as I open any file in my MacBook Pro M4 16GB (Sequoia 15.4.1)

Everytime I open any file in Microsoft Word (Version 16.96.2 (25042933) it crashes. It doesn't matter if the file is from my work server (via VPN) or my local storage. The file open for a few seconds, then gets sluggish when I roll the page or type, and then it stops working at all. I tried to reinstall word, clean the app files, some commands in terminal that I found here in community from another thread, but nothing seems to work. Funny fact is that until last week it was working just fine and now I just can't work at all at my home. Yesterday MS word had an update that I thought would fix the problem, but it remains. Does anyone have this same issue? Any thoughts?

Thanks in advance.

[Re-Titled by Moderator]

MacBook Pro 14″

Posted on May 9, 2025 5:08 PM

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Answer 1

Top-ranking reply

Owl-53

Level 10

105,127 points

May 10, 2025 1:17 AM in response to Ricardo_rqo

Restart in Safe Mode.

This will perform a Disk Repair, clear cache files and only load Apple Software, extensions and fonts.

The boot up will be slow and can take some time - Normal.

Safe Mode will also eliminate Third Party Software, extensions and drivers from loading.

It will only load the Minimum amount of Core Apple Processes to allow the the computer to function at a reduced Level of Performance

Does the issue present in this mode ?

Sometimes a Safe Boot followed by a Normal Boot will just put things right.

If not - there could be something in the main User Account playing up.

To further isolate this - Set up users, guests, and groups on Mac.

Then log out of the Main User account and log into the dummy account and test again if the issue persists.

If the issue is present in the dummy account - then, this appears to be a System Wide issue on the computer.

To avoid a session of Q&A, Q&A and Q&A

Download the Application Etrecheck ( External Link ) directly from the Developer.

The Application is Not a " Silver Bullet " and is only a tool to examine the Hardware / Software used on this computer

This is a Diagnostic Tool that makes no changes to the computer Hardware / Software used on this computer

The application is free or paid from added features.

The Report will Not Reveal Any Personal Information.

Post back the Full Report - copy and paste - >>>> using the Additional Text Icon ( 3rd Icon to last ) <<<<

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Answer 2

Allan Jones

Level 9

79,652 points

May 10, 2025 10:16 AM in response to Ricardo_rqo

This may be trying to be a clue:

System Extensions:

[Waiting for authorization] GlobalProtectExtension - version 6.1.4-720 (Palo Alto Networks - installed 2024-10-18)

I've never seen "waiting for authorization" in a EtreCheck report before. Is Global Protect your company's security software vendor? If so, and it is trying to update something, that could be an issue. I recommend contacting your IT groups and let them know.

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Answer 3

Ricardo_rqo Author

Level 1

10 points

May 13, 2025 8:39 AM in response to Allan Jones

Allan Jones, you nailed it!

It was a Network Extension described as "System Extensions for GlobalProtect Split Tunnel and Enforcer" (see image attached) that was disabled. As soon as I enabled it, everything started to work just fine.

Once again thank you guys for helping me. Without your support I would have taken ages to find out what was wrong. The IT department is not very familiar with MacOS, only Windows, so I don't believe they would have discovered that was an extension problem that fast.

Best regards from Brazil.

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Answer 4

Ricardo_rqo Author

Level 1

10 points

May 10, 2025 9:28 AM in response to Owl-53

Thanks for the advices, guys. I reinstalled office once again, this time directly from Microsoft (not from Apple Store). I opened a new document and MS Word worked just fine. Then tried to open the files I was having problems before the safe mode, and immediately crashed. So I started the Mac on safe mode, but the issued remained: as soon as I opened my work files, it crashes. So I thought that maybe the issue are something on the files (but what?) and considering what BDAqua suggested I opened the file in Pages (not Libre Office) and the file (the same that crashed word) worked just fine. With this in mind I tried to copy all content from that file in Pages and paste it in MS Word and the problem didn't occur and I could edit it without any problems, only minor things regarding the image sizes from the original document and font sizes in some parts of the text. So, it is indeed something in the files from my work that are causing the crash. Do you guys have any idea of how can I address that? And thank you for the insights!

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Answer 5

BDAqua

Level 10

250,499 points

May 10, 2025 12:30 AM in response to Ricardo_rqo

As a test, see if the Free LibreOffice does the same thing.

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Answer 6

steve626

Level 6

14,721 points

May 10, 2025 9:35 AM in response to Ricardo_rqo

I am guessing that the problematic files got corrupted during the earlier turmoil.

If Pages can open them, Pages offers an option to EXPORT in Word format. That may work better than the copy/paste method you are using, assuming Word can now open the resaved file.

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Answer 7

Owl-53

Level 10

105,127 points

May 10, 2025 11:12 AM in response to Ricardo_rqo

I am away from computer for awhile

II would follow the advise o @ Allan Jones and contact your IT department

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Answer 8

Ricardo_rqo Author

Level 1

10 points

May 12, 2025 7:21 AM in response to Allan Jones

Good catch. Global Protect is indeed what we use as VPN provider to access our files from work. Thanks for your advice. I'll contact them and see what can be done about this pending authorization. With some luck that solves the issue. It's strange because until last week everything was working fine. Something change since then (maybe an update in Global Protect or other app?) and I don't know what it is.

Thanks again. As soon I get an answer I'll tell you guys.

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