Word and Excel crash on Save As to network drive

[timeshifter]

Windows 10 (Home edition) PC, Office 2016, Word, Excel. When performing a Save As command to a network drive the application will crash. It will leave behind a randomname.tmp file with data in it and a zero byte docname.docx where docname is the name the user tried for Save As. Does not happen when working with files locally. Does not happen for other users.

Shared drive is a Synology DiskStation.

I've tried:

• repair install of Office 2016
• new user account on PC
• rebooting Synology DiskStation
• deleting credentials from Credential Manager
• deleting c:\windows\temp and c:\users\username\..something..\temp as it solved it for someone else (sorry don't remember the exact path for the users path)

At one point, after a reboot, I noticed that Word was very slow to save, locally and on the network. But that went away after a bit.

I'm about to bring it home and test and maybe a nuke and pave, but would like to avoid that.

 

[Mainstay]

maybe add the synology to the list of trusted network locations in control panel >> internet options >> security >> local intranet

also enable the network locations options in Word / Excel Trust Center.

also try accessing the nas by ip or mapped drive and not name.

also - disable firewall and antivirus for testing purposes.

I presume the account on the nas has the correct permissions.

 

[Markverhyden]

What does event viewer have to say about this?

 

[timeshifter]

What does event viewer have to say about this?

I'll have to find it again, but there were events in the Application log. I chased those down a bit, but quickly got off track. I'll post them up when I can get back to the machine.

 

[Mainstay]

and the synology is running the latest build?

(don't think this is the issue).

 

[nlinecomputers]

Have you tried other programs not related to office? Could be an issue with the networking stack and not windows. Even a bad nic, a port on the switch or cable.

 

[timeshifter]

Have you tried other programs not related to office? Could be an issue with the networking stack and not windows. Even a bad nic, a port on the switch or cable.

That's a great idea. Open Notepad and try it there.

BUT....

I was planning on spending some quality time with the system and even the Synology this weekend, stopped by their office to bring them home. IT WORKS NOW. AARRGGHH

It was failing for me last night. I told her to work around it today. I show up to take the system and it works, she hadn't tried that all day. There are some updates that ran over night, haven't inspected them all yet.

 

[Markverhyden]

Murphie's Law......

 

[tek9]

Are they using Synology's Cloud Sync or Cloud Station (don't remember which it is) to sync the Synology with the PC? I've had some issues with it in the past doing the same exact behavior you described.

 

[timeshifter]

Are they using Synology's Cloud Sync or Cloud Station (don't remember which it is) to sync the Synology with the PC? I've had some issues with it in the past doing the same exact behavior you described.

Actually they are using Synology's Cloud Station backup, to backup docs from their PCs to the Synology NAS. Do you recall the particular issue(s) you had with it?

 

[Mick]

If they are using Cloud Station (as mentioned above), just check that the originals of those files - that is, the copies already on the NAS - aren't read-only. I had something very similar happen with a Synology NAS and that turned out to be the cause.

 

[tek9]

Actually they are using Synology's Cloud Station backup, to backup docs from their PCs to the Synology NAS. Do you recall the particular issue(s) you had with it?

Sorry it took so long to respond. Didn't check technibble.com a whole day (?!).
The issue we had was that when users opened a file, it would create a .tmp file as usual, but when they saved the changes it would delete the original file and just save the .tmp file in its place. Users had to change the file extension from .tmp to .xlsx or whatever to open the newly saved file. If you have the Synology recycle bin enabled, you might see many versions of the original files there.

 

[Mainstay]

Have had this issue when using mac servers and Office on Windows.

Users need the delete permission on that folder.

 

[timeshifter]

It's ba-ack!

Verified that I can Save As... to another users' shared folder, a Windows 10 PC. So the problem is specific to this NAS.

Also tested another PC doing a Save As... to the NAS and it worked.

 

[timeshifter]

Tried disabling Cloudstation Backup so it won't even start, reboot, same result.

Again, noticed that the first Save As... after a reboot seems to always work. It's the 2nd and later attempts that fail.

WordPad has same crashing behavior. Notepad does not, it works fine.

Edit: also gave full control to Everyone for the share folder on the NAS called OfficeShare>#recycle (where OfficeShare is a share name I created a while back, which is where the people in the office, share)

I just installed an update to File Station from the Package Center, no help apparently. Often will work 1st time, but that's it.

 

[timeshifter]

What does event viewer have to say about this?

Text version:

Faulting application name: WINWORD.EXE, version: 16.0.8827.2148, time stamp: 0x5a53538a
Faulting module name: KERNELBASE.dll, version: 10.0.16299.15, time stamp: 0x2cd1ce3d
Exception code: 0xc0000005
Fault offset: 0x001349b5
Faulting process id: 0x97c
Faulting application start time: 0x01d39633c686be9f
Faulting application path: C:\Program Files (x86)\Microsoft Office\Root\Office16\WINWORD.EXE
Faulting module path: C:\Windows\System32\KERNELBASE.dll
Report Id: 1a40dd55-c8fc-4b1c-8eae-d9858652c4e3
Faulting package full name:
Faulting package-relative application ID:

 

[Markverhyden]

Not very enlightening. I looked around and some said user profile corruption but you already tried that.

It's ba-ack!

Verified that I can Save As... to another users' shared folder, a Windows 10 PC. So the problem is specific to this NAS.

Also tested another PC doing a Save As... to the NAS and it worked.

Save As from affected PC&user to another users NAS folder or to that other users PC? The problem happens on all folders on the NAS? Next I'd be looking at roll back to previous restore points, SFC, and Tweakings AIO. These things are so frustrating.

 

[timeshifter]

Save As from affected PC&user to another users NAS folder or to that other users PC?

Another user's PC. I put a folder on that user's Desktop and shared it. I also tried saving to other folders on the NAS.

The problem happens on all folders on the NAS?

Yes, all folders.

Next I'd be looking at roll back to previous restore points, SFC, and Tweakings AIO. These things are so frustrating.

Not familiar with Tweakings AIO. Those other things might be in order. I'm also tempted to slap an SSD in there and do a clean install. The machine is only a few months old, an HP All-in-One with a spinny drive, I really hate spinny drives these days.

 

[Frick]

It's a known issue with current Synology DSM builds. Enable SMB v1 on the Win10 Clients (it's disabled by default). Of course that lowers the systems overall security, but there is no other known work around until Synology releases a fix.

 

[timeshifter]

It's a known issue with current Synology DSM builds. Enable SMB v1 on the Win10 Clients (it's disabled by default). Of course that lowers the systems overall security, but there is no other known work around until Synology releases a fix.

DING DING DING!!! We have a winner!!!

I turned on SMB v1, rebooted and it looks like the problem is solved. Time will tell. It looked like it was solved on it's own a week ago, so we'll see.

There are two other PCs running Windows 10 that don't exhibit that problem. One I can't check right now, but the other is on v 1703 whereas the problem PC is on v 1709 (Fall Creators Update).