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PowerPoint 2013 (365) crashes when loading one line Hello World PPAM add-in RRS feed

  • Question

  • Hi forum readers and thank you for reading!

    I am an application add-in developer and I have received reports in the last week from multiple users on multiple platforms that PowerPoint crashes when loading [any] PPAM add-in.

    I have eliminated any particular add-in from investigation by creating a one line Hello World PPAM add-in as follows using the inbuilt VBE editor of PowerPoint 2013:

    Sub Auto_Open()
      MsgBox "Hello World"
    End Sub

    This is then saved as a .PPAM file. PowerPoint is then used to load the add-in via File / Options / Add-ins / [Manage] PowerPoint Add-ins / Go / Add New

    The MsgBox is displayed as expected when the Hello World add-in is loaded by the Add-Ins manager.

    When PowerPoint is closed and reopened, PowerPoint hangs and on restarting, it reports that there was an issue with the PPAM add-in and asks that it is disabled.

    Users appear to be using Office 365 Home edition and PowerPoint 2013 32 bit on either Windows 7, 8 or 8.1 (all x64).

    We cannot reproduce the issue in our company but the number of users reporting the issue is growing so we would really appreciate an insight.

    Finally, during a desktop sharing session with one user, we checked that all AV software was disabled (especially Kaspersky) and that all other COM and PPAM add-ins were disabled.

    Tuesday, October 7, 2014 8:37 PM

All replies

  • Hello Jamie,

    Did you have a chance to check the Trust center settings? Is there any difference between machines?

    Wednesday, October 8, 2014 7:46 AM
  • Thank you Eugene. On one user's machine I set the trust level to minimum (Enable all macros) and also enabled access to the VBA project model (not that a one-line add-in needs that). It didn't make any difference. One thing I didn't check was the Add-Ins tab in the Trust Centre so I will do that and report back.

    Presentation specialist and VBA macro/add-in developer for PowerPoint http://youpresent.biz

    Wednesday, October 8, 2014 7:56 AM
  • Right then. All current suggestions have been tried as follows:

    1. Check the status of Add-Ins under File / Options / Trust Centre / Trust Centre Settings / Add-ins
    2. Open Windows Explorer, find the PPAM add-in, right-click to open Properties and check that the file is not blocked by Windows
    3. Uninstalled Office 2013 365 and replaced with retail box version of Office 2013 Home

    PowerPoint still crashes with the simple Hello World PPAM add-in. Any more ideas anyone?

    Other notes for this user : brand new PC with MSO 15.0.4649.1000 32 bit on Windows 8.1 x64. System locale = France. Everything previously worked as expected on the user's old machine (now dead) which was Windows 7 x86 with Office 2013.


    Presentation specialist and VBA macro/add-in developer for PowerPoint http://youpresent.biz

    Friday, October 10, 2014 9:41 AM
  • Hello

    i want to report powepoint crash after installing activeprez2 :

    my configuration :

    os = windows 8.1 64 bits, office 2013 , any kaspersky installed or instances running, no other powerpoint add-ins running and last not least : freshly bought pc laptop

    before installing activeprez2 (gmark) : any problem with powerpoint 2013

    after installing activeprez2 :
    - installing process : no problem
    - launching powerpoint : crash with the same messages reported here
    - the problem remains afetr checking all the following possibilities :
    -- UAC disabled
    -- all macros etc allowed
    -- file activeprez2 NOT blocked 
    -- same problem with office 2013 retail (and not 365)
    -- and sure any antivirus, antiamlware blogger or siilar running
    any solution ?
    thanks

    Wednesday, October 15, 2014 4:16 AM
  • Hello corto56.

    Can you try this please:

    1. Close PowerPoint

    2. Uninstall ActivePrez (from the Start screen, type "ActivePrez" and then click "Uninstall ActivePrez")

    3. Disable all other COM and PPAM add-ins via the PowerPoint UI (File / Options / Add-ins / [Manage] COM Add-Ins and then PowerPoint Add-Ins)

    4. Try to run the "Hello World" add-in from section E of this article:  Can I run a simple one line add-in?

    5. Confirm Kaspersky has NEVER been installed on your PC (it can prevent application add-ins from running even after it has been disabled or even uninstalled!)

    What happens when you run PowerPoint after manually installing the above simple test add-in?


    Presentation specialist and VBA macro/add-in developer for PowerPoint http://youpresent.biz

    Wednesday, October 15, 2014 8:04 AM
  • Hi Jamie,

    >> We cannot reproduce the issue in our company but the number of users reporting the issue is growing

    I think this issue is related to a specific environment. Have you checked the Event Viewer to find any error messages?

    Finding useful crash data and Windows Error Reporting (WER)

    By the way, if it is an urgent issue, I recommend you contacting the Microsoft Support by visiting the link below so that our engineers could work closely with you to resolve this issue as soon as possible.

    http://support.microsoft.com/default.aspx?id=fh;en-us;offerprophone

    Regards,

    Jeffrey


    We are trying to better understand customer views on social support experience, so your participation in this interview project would be greatly appreciated if you have time. Thanks for helping make community forums a great place.
    Click HERE to participate the survey.

    Friday, October 17, 2014 2:51 AM
    Moderator
  • User Update today. Quote: - without changing anything on my actual settings (windows 8.1 64 bits, Office 2013 version 365) - and installing - side by side - powerpoint 2010 retail : ALL YOUR PPAMS ARE WORKING IN POWERPOINT 2010 - but CONTINUE CRASHING POWERPOINT 2013 once again i believe this is the proof that antivirus (kaspersky or other) are not the problem bur really the problem is between windows 8.1 and powerpoint 2013 also i believe that th problem is not the version 365 of powerpoint 2013 because even with the powerpoint 2013 retail the ppam still will crash powerpoint

    Presentation specialist and VBA macro/add-in developer for PowerPoint http://youpresent.biz


    Sunday, October 19, 2014 7:55 AM
  • Thanks Jeffrey. I will ask the user to check that log. FYI, I posted an update above regarding no issue with 2010 on the same machine. Regarding Microsoft support, I already spent over an hour on the phone to Microsoft support during which I was transferred 17 times between various countries only to be told (a) "we don't support add-ins" (b) "we don't support non NAM customers" and (c) "try the MSDN Forum"

    Presentation specialist and VBA macro/add-in developer for PowerPoint http://youpresent.biz

    Sunday, October 19, 2014 8:03 AM
  • Hi Jamie,

    Sorry for the confusion. I will try to ask some senior engineers to help you look into this issue. But it will take some time, your patience will be highly appreciated.

    Regards,

    Jeffrey


    We are trying to better understand customer views on social support experience, so your participation in this interview project would be greatly appreciated if you have time. Thanks for helping make community forums a great place.
    Click HERE to participate the survey.

    Friday, October 24, 2014 3:25 AM
    Moderator
  • Thank you for the reply Jeffrey. Your message was perfectly timed because 3 hours later, I received this email from the user:

    ==================================================

    1) i CONFIRM : KASPERSKY HAS NEVER BEEN INSTALLED ON MY PC !!!!!!!!!!!!!!

    2) AFTER COMPLETE REFORMATTING AND REINSTALLING WINDOWS 8.1 64 (all drivers etc updated and latest windows updates also) and OFFICE 2013 version 365and NOTHING ELSE !!!!!!!!!!!!!

    i dont know what i can do else 

    ==================================================

    PowerPoint 2013 is still crashing with simple PPAM add-ins.

    I really hope we can get to the bottom of this for the sanity of this gentleman.


    Presentation specialist and VBA macro/add-in developer for PowerPoint http://youpresent.biz

    Friday, October 24, 2014 8:09 AM
  • Hello again Jeffrey. The [French] user in question has discovered that his new PC had an AV suite called Orange AV. Orange is one of the fixed/cellular telecom operators in France and after some research, the user discovered that is AV suite is a repackaged OEM version of KIS. After uninstalling Orange AV, PowerPoint still crashes when trying to load the Hello World PPAM. None of the removal tools from Kaspersky fixed the problem. So, the user has reformatted his hard drive, reinstalled Win 8.1 plus Office 2013 (365). PowerPoint PPAM add-ins now run as expected. This disastrous Kaspersky issue is discussed on a Kaspersky thread here: http://forum.kaspersky.com/lofiversion/index.php/t277011.html There is also another user who had to reformat a main drive due to Kaspersky as discussed in this LinkedIn thread: https://www.linkedin.com/groups/PowerPoint-2013-Add-Ins-issue-1797044.S.224096244 But there seems to be no effort to fix it. What would be great is if Microsoft could publish a technical article explaining why PowerPoint is crashing in this environment and how to resolve the issue without having to reformat the main hard drive in the PC. We will nevertheless update our support article based on the above information: http://youpresent.biz/general-add-in-support/powerpoint-add-in-working/

    Presentation specialist and VBA macro/add-in developer for PowerPoint http://youpresent.biz

    Tuesday, October 28, 2014 1:14 PM
  • Hi Jamie,

    As you have correctly identified, it is not a PowerPoint issue.This is a Kaspersky issue and Kaspersky has acknowledged this issue. If you're experiencing this issue, we recommend contacting Kaspersky Support to escalate it.

    Thanks,

    Anush.

    Thursday, October 30, 2014 5:02 PM
  • Thank you Anush for stating the obvious.

    It's all very well saying it's another party's fault but the customer experience is that they are using a Microsoft product which appears to become unusable when using 3rd party add-ins. Where do you think such customers place the blame? Not Kaspersky for sure. This is a classic case of a negative brand touch point and as such, regardless of where blame resides for the technical issue, it is in the interest of all vendors in the value chain to take action.

    That's why I am seeking advice from Microsoft as to what message and/or technical solution to provide customers because asking them to format a hard drive is about as bad a customer experience as one can imagine. Let's not allow companies like Kaspersky to impact the Microsoft Office brand. Please.

     

    Presentation specialist and VBA macro/add-in developer for PowerPoint http://youpresent.biz

    Monday, November 3, 2014 10:05 AM
  •      

    Hi Jamie,

    I do understand your concern. I tried to reproduce the issue. Unfortunately , I was not able to reproduce it.

    It looks like your issue requires in-depth analysis, thus your question falls into the paid support category which requires a more in-depth level of support. Please visit the below link to see the various paid support options that are available to better meet your needs. http://support.microsoft.com/default.aspx?id=fh;en-us;offerprophone

    Regards,

    Anush.

    Friday, November 7, 2014 10:16 PM
  • Thanks for trying to reproduce the issue Anush. For reference, what version (and bitness) of Windows and Office did you test with and which version/product of Kaspersky? As mentioned above, I believe it's in Microsoft's interest to be proactive in providing advice to all users of their most important product suite so I hope you can continue to try to reproduce as every user we have come across using KIS with PowerPoint 2013 has faced this catastrophic issue.

    Presentation specialist and VBA macro/add-in developer for PowerPoint http://youpresent.biz

    Saturday, November 8, 2014 9:40 AM