Excel Add-in Crashing

Richard_K

Hi,

Our users have an Excel spreadsheet that pulls data from Refinitiv via the Excel add-in, after opening the Excel spreadsheet it will tend to crash after 5-10 mins of using, we have checked Event Viewer and found the following error:

Faulting application name: EXCEL.EXE, version: 16.0.17328.20206, time stamp: 0x65f2b141
Faulting module name: refinitiv-shim.dll, version: 26.10.14.0, time stamp: 0x678a36c4
Exception code: 0xc0000005
Fault offset: 0x000000000021370c
Faulting process id: 0x57A0
Faulting application start time: 0x1DC99B4F31B57C5
Faulting application path: C:\Program Files\Microsoft Office\Root\Office16\EXCEL.EXE
Faulting module path: C:\Program Files\Refinitiv\Refinitiv for Office\26.10.14\Office_x64\refinitiv-shim.dll
Report Id: 0a1da306-1aa0-40ed-b6f5-3c43f11bbb86
Faulting package full name:
Faulting package-relative application ID:

Jirapongse

@Richard_K

Thank you for reaching out to us.

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