Faulting module path: C:\WINDOWS\SYSTEM32\webio.dll

18 Jan

I had this issue on a couple of machines. Opening Outlook, Excel and Word 2016 would all crash immediately after opening. The event log showed:

Reinstalling (and repairing) Office seemed to fix the issue short term, but as soon as the user logged off or the PC restarted, the same error would return.

All PC’s were running Windows 10 14393.rs1_release.161220-1747 ¬†(x64), all with Office 2016 (x32).

I tried the following to no avail:

  • Integrity Scan (sfc /scannow)
  • Ran all Windows and Office updates
  • Installed the 64-bit version of Office
  • Removed all Outlook plugins etc.
  • Removed Dynamics CRM
  • I even ran a malware scan, but that brought up nothing.

Running the applications in safe mode would allow them to run without error, but this wasn’t a long term fix.

I checked the file “C:\WINDOWS\SYSTEM32\webio.dll” but this was the same on both machines and a few that were not experiencing the issue.

In the end, I logged in as the local admin, deleted the user local profiles from system properties that were experiencing the issues and when they logged back in every worked perfectly.

Not the ideal fix but quicker than a full Windows reinstall.

  • Nathan

    Make sure your firewall/proxy server has an SSL exception for Office365’s Azure Rights Management services. I just figured this out and wrote about it on my blog ( http://letsmaster.tech ).

    • Thanks for the update Nathan. I use (DPI) and have added *.aadrm to the exception list. I had this happen on a few remotes sites also that have no SSL decryption though. Checking the firewall logs, I can see Allowed access to ssl.na.aadrm.com, discover.aadrm.com, api.aadrm.com. Oddly, na. is for North Ameria, I thought I should be seeing requests to eu. as per: https://technet.microsoft.com/en-us/library/dn569291.aspx?f=255&MSPPError=-2147217396

    • joel vetter

      Hey, anyway you could connect with me and help me on this? I just cut over some users from go daddy to o365 business essentials, using outlook 2013 and obviously pointing to exchange online account, i’m getting this:

      Faulting application name: OUTLOOK.EXE, version: 15.0.4981.1000, time stamp: 0x59e5c465
      Faulting module name: webio.dll, version: 6.3.9600.18378, time stamp: 0x575c3a4d
      Exception code: 0xc0000409
      Fault offset: 0x0001f99f
      Faulting process id: 0x379c
      Faulting application start time: 0x01d37683c38edbf9
      Faulting application path: C:Program Files (x86)Microsoft OfficeOffice15OUTLOOK.EXE
      Faulting module path: C:WindowsSYSTEM32webio.dll
      Report Id: 92fc72e6-e27b-11e7-815d-000c294ce5bf
      Faulting package full name:
      Faulting package-relative application ID:

      at very random times, and when it hits, it goes across to all users since this is a terminal server and forces outlooks to close/restart

      i’ve checked your blog and followed the url, but i’m unsure what needs to be added

      • Not too sure on a TS, did you try the profile removal, although if its causing an issue for all users this might not be feasible. The option is to check the firewall for unrestricted access to *.aadrm.

  • Jason

    Do you guys have KB3114389 installed on the problem machine? Removing that patch fixed the issue for me. I have not looking into it much deeper than that at this stage.
    – Office 2016 x64
    – Windows 10 x64 1607