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  Wednesday, 15 December 2021
  25 Replies
  3.4K Visits
0
Votes
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Since Installing KT V25 the following started happening.  I have removed all other Add-in's, uninstalled and reinstalled KT V25. (Note when uninstalling V25 and replacing with V24 the problem goes away).

When starting V25 from the Start Menu Excel Freezes when loading the KT Add-in.  When attempting to start again from start menu I get the message that the KT Add-in has a problem and giving the option to continue or disable the add-in.  When choosing disable Excel opens without a problem. (However no KT).  When choosing not to disable the add-in Excel freezes and has to be terminated.

When opening Excel from a previously saved Spreadsheet (Explorer, right click and open) Excel starts with the KT Add-in active without a problem.

Has there been any additional updates to V25 that might correct this problem.

AG
9 months ago
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#2376
0
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Hi AG,

Sorry for the trouble. Could you please send me the information about your operating system, Office version and the language you are using on your computer?

About how to find operating system info, please click here: https://support.microsoft.com/en-us/windows/which-version-of-windows-operating-system-am-i-running-628bec99-476a-2c13-5296-9dd081cdd808#WindowsVersion=Windows_10

Also, did the problem happen at once after you install the KTE V25? Or it happened after a certain time of using?

Amanda
9 months ago
·
#2377
0
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Karma,
I am running Windows 10 Pro Version 10.0.19043
Office Home and Business 2016 Version 2110 Build 14527.20276 Click-to-run)
Language is: English (Canada) US Keyboard

The problem started only after installing V25 and was immediate.

As I stated below if you choose an Excel file in windows explorer, then right click and choose open Excel opens without a problem.  However if you just open Excel by using the start menu it freezes every time and a subsequent try will tell you there was a problem with the KT Add-in and you are asked if you want to disable.  If you choose to disable it opens without KT installed and if you choose not to disable it forces Excel to close.

 
9 months ago
·
#2378
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Hi AG,

Thanks for the information.

To solve your problem, please uninstall the Kutools for Excel from the Control Panel first, then try to disable all the other add-ins in your Excel add-ins manager.

After that, please download and install the software from this link: Click here please.

For more questions and suggestions, please don’t hesitate to contact me.

Thanks.

Amanda
9 months ago
·
#2379
0
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Amanda, the following appears in the event viewer when starting Excel from the start menu.  Not sure if this helps.
AG

Source    ID    Type    Date and Time    Message
Application
File                C:\Windows\system32\winevt\Logs\Application.evtx
Application Error    1000    Error    2021-12-17 10:35:04 (Friday, December 17, 2021)    Faulting application name: EXCEL.EXE, version: 16.0.14701.20248, time stamp: 0x61b2ccb5  Faulting module name: KTELoader64.dll, version: 25.0.0.228, time stamp: 0x60cab25e  Exception code: 0xc0000005  Fault offset: 0x000000000055c0f5  Faulting process id: 0x1610  Faulting application start time: 0x01d7f35346c30851  Faulting application path: C:\Program Files\Microsoft Office\root\Office16\EXCEL.EXE  Faulting module path: C:\Program Files (x86)\Kutools for Excel\KTELoader64.dll  Report Id: 88a509e3-ace3-4997-b844-90f80014ead1  Faulting package full name:   Faulting package-relative application ID:

 
9 months ago
·
#2380
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Hi AG,

Thanks for that, it helps! BTW, did the version I sent you work well on your computer?

Amanda
9 months ago
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#2381
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The version you linked to did not correct the problem.
AG
9 months ago
·
#2382
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Amanda, the following appears in the event viewer when starting Excel from the start menu.  Not sure if this helps.
AG

Source    ID    Type    Date and Time    Message
Application
File                C:\Windows\system32\winevt\Logs\Application.evtx
Application Error    1000    Error    2021-12-17 10:35:04 (Friday, December 17, 2021)    Faulting application name: EXCEL.EXE, version: 16.0.14701.20248, time stamp: 0x61b2ccb5  Faulting module name: KTELoader64.dll, version: 25.0.0.228, time stamp: 0x60cab25e  Exception code: 0xc0000005  Fault offset: 0x000000000055c0f5  Faulting process id: 0x1610  Faulting application start time: 0x01d7f35346c30851  Faulting application path: C:\Program Files\Microsoft Office\root\Office16\EXCEL.EXE  Faulting module path: C:\Program Files (x86)\Kutools for Excel\KTELoader64.dll  Report Id: 88a509e3-ace3-4997-b844-90f80014ead1  Faulting package full name:   Faulting package-relative application ID:


 

Hi AG,

Is this the event appeared when you opened with the version 25, or with the new version I sent you?

Amanda
9 months ago
·
#2383
0
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That was from the original V25.

After installing the new version you supplied I have the same problem.  The following if from event viewer for a start with the new version you supplied.

Application Error 1000    Error    2021-12-20 12:54:31 (Monday, December 20, 2021)    Faulting application name: EXCEL.EXE, version: 16.0.14701.20248, time stamp: 0x61b2ccb5  Faulting module name: KTELoader64.dll, version: 26.0.0.228, time stamp: 0x61a9c44e  Exception code: 0xc0000005  Fault offset: 0x00000000005727d5  Faulting process id: 0xcf3c  Faulting application start time: 0x01d7f5c240c29966  Faulting application path: C:\Program Files\Microsoft Office\Root\Office16\EXCEL.EXE  Faulting module path: C:\PROGRA~2\Kutools for Excel\KTELoader64.dll  Report Id: be355582-906c-4354-8033-cc89aa590fe1  Faulting package full name:   Faulting package-relative application ID:
9 months ago
·
#2384
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Hi AG,

Sorry for the trouble, I will send this to our technology department. And thank you so much for your feedback. :)

Amanda
9 months ago
·
#2385
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Hi AG,

Could you please send me the document in your computer "C:\Users\[User Name]\Documents\Kutools for Excel\KutoolsBootInformation\BootDebugInfo.txt" to amanda@extendoffice.com?

Thanks in advance.

Amanda
9 months ago
·
#2386
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The document you are asking for does not exist on my computer nor does the KutoolsBootInformation directory.
AG
9 months ago
·
#2387
0
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Hi AG,

Could you please send me the document in your computer "C:\Users\[User Name]\Documents\Kutools for Excel\KutoolsBootInformation\BootDebugInfo.txt" to amanda@extendoffice.com?

Thanks in advance.

Amanda

Hi AG,

Please try this version: https://download.extendoffice.com/downloads/Kutools-for-Excel/beta/26.00/KutoolsforExcelSetup.Inno2.exe

If it still has the same problem, please send me the document above to my email: amanda@extendoffice.com.

So sorry for the trouble,
Amanda
9 months ago
·
#2388
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Amanda, was there supposed to be a link or attachment in your last post to a new version?
AG
9 months ago
·
#2389
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Hi AG,

Yes, there is one, but it's not showing for some reason. Could you please check this post if you can see a link?
Try this beta

Thanks in advance,
Amanda
9 months ago
·
#2390
0
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Amanda, I tried the Beta V26 (After uninstalling V25)and still the same problem.  Also checked for the debug file that you referenced earlier and that is also not there with V26
AG
9 months ago
·
#2391
0
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Amanda, here's some log information from Event Viewer and from Security and Maintenance Logs.
AG


EVENT VIEWER

Source    ID    Type    Date and Time    Message Application

Application Error    1000    Error    2021-12-27 21:47:45 (Monday, December 27, 2021)    Faulting application name: EXCEL.EXE, version: 16.0.14701.20262, time stamp: 0x61ba8cbf  Faulting module name: KTELoader64.dll, version: 26.0.0.228, time stamp: 0x61c57190  Exception code: 0xc0000005  Fault offset: 0x0000000000576535  Faulting process id: 0x15eb4  Faulting application start time: 0x01d7fb8ce35a2b3e  Faulting application path: C:\Program Files\Microsoft Office\root\Office16\EXCEL.EXE  Faulting module path: C:\PROGRA~2\Kutools for Excel\KTELoader64.dll  Report Id: db18a318-e1ba-48aa-8c42-831e56fe01b9  Faulting package full name:   Faulting package-relative application ID:
Microsoft Office 16    2000    Error    2021-12-27 21:47:40 (Monday, December 27, 2021)    Microsoft Excel: Accepted Safe Mode action : Excel is running into problems with the 'detong.kteloader' add-in. If this keeps happening, disable this add-in and check for available updates. Do you want to disable it now?.
Microsoft Office 16    2000    Error    2021-12-27 21:47:38 (Monday, December 27, 2021)    Microsoft Excel: Accepted Safe Mode action : Excel is running into problems with the 'detong.kteloader' add-in. If this keeps happening, disable this add-in and check for available updates. Do you want to disable it now?.
Application Error    1000    Error    2021-12-27 21:46:50 (Monday, December 27, 2021)    Faulting application name: EXCEL.EXE, version: 16.0.14701.20262, time stamp: 0x61ba8cbf  Faulting module name: KTELoader64.dll, version: 26.0.0.228, time stamp: 0x61c57190  Exception code: 0xc0000005  Fault offset: 0x0000000000576535  Faulting process id: 0x14774  Faulting application start time: 0x01d7fb8cc6cf8c75  Faulting application path: C:\Program Files\Microsoft Office\root\Office16\EXCEL.EXE  Faulting module path: C:\PROGRA~2\Kutools for Excel\KTELoader64.dll  Report Id: 7af28cfc-6c79-4253-9ded-1cea76d1ff47  Faulting package full name:   Faulting package-relative application ID:
Application Hang    1002    Error    2021-12-27 21:46:36 (Monday, December 27, 2021)    The program EXCEL.EXE version 16.0.14701.20262 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Security and Maintenance control panel.    Process ID: fd1c    Start Time: 01d7fb8cb143ea46    Termination Time: 9    Application Path: C:\Program Files\Microsoft Office\root\Office16\EXCEL.EXE    Report Id: 77b3409f-23fd-4ea3-bd00-ae25dbdaca61    Faulting package full name:     Faulting package-relative application ID:     Hang type: Unknown

Security and Maintenance Log

Description
Faulting Application Path: C:\Program Files\Microsoft Office\root\Office16\EXCEL.EXE

Problem signature
Problem Event Name: APPCRASH
Application Name: EXCEL.EXE
Application Version: 16.0.14701.20262
Application Timestamp: 61ba8cbf
Fault Module Name: KTELoader64.dll
Fault Module Version: 26.0.0.228
Fault Module Timestamp: 61c57190
Exception Code: c0000005
Exception Offset: 0000000000576535
OS Version: 10.0.19043.2.0.0.256.48
Locale ID: 1033

Extra information about the problem
Bucket ID: cee36fc30f62fd8564c63bedebb76781 (1496949819195221889)
9 months ago
·
#2392
0
Votes
Undo
Hi AG,

I checked again, the KutoolsBootInformation directory shoule be there. In case of an accident, could you please uninstall the KTE from your computer and download the bate again?

So sorry for the trouble.

And if the problem still exists, after several tries, please send the document in your computer "C:\Users\[User Name]\Documents\Kutools for Excel\KutoolsBootInformation\BootDebugInfo.txt" to amanda@extendoffice.com.
And please change the part "[User Name]" to your actual user name. Or you can just go to the Documents as shown below directly, then find Kutools for ExcelKutoolsBootInformation, then you can find the BootDebugInfo.txt.
documents.png

Also, after trying for few times, if the problem is still there, under the tab Kutools, please go to Help > Setting Center and check Enable compatible mode.
  compatible mode.png

Amanda
9 months ago
·
#2393
0
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Good News Amanda, after uninstalling V26 Beta, downloading the newer V26 Beta and installing it KT now works properly.  No Error or freezing when launching Excel.

One additional step I took was to rename the "Kutools for Excel" directory to Kutools for Excel_original" thus forcing the creation of a new directory.  Within that directory is now the proper folder containing the BootDebugInfo.txt.

Thanks for all your help and the team behind you.

AG
9 months ago
·
#2394
0
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Hi AG,

That's our pleasure. And thanks for the good news!! We are very happy to hear it! :)

Amanda
8 months ago
·
#2395
0
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Amanda, we're back where we started again.

Per the email I just received I downloaded and installed KT v26.0.2

Once again Excel crashes every time it starts unless I disable the KT Add-in.

I then uninstalled, renamed the KT Directory, downloaded the Beta from the link in your previous post which worked previously. (https://download.extendoffice.com/downloads/Kutools-for-Excel/beta/26.00/KutoolsforExcelSetup.Inno2.exe)

After installing the same problem exists.

AG
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