My excel still experiences crash even after the update, what to do?

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My excel still experiences crash even after the update, what to do?

Claudia Waworuntu 25

So excel keeps crashing after the latest update, i can’t open any sheet, and whenever i’d scroll suddenly it blank, only white background without any grid.

I already uninstalled and re-install, turn off wifi, airplane mode but it doesn’t work, what to do? Help T.T

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Answer 1

Alina-Le 4,835 Microsoft External Staff Moderator

Hello @Claudia Waworuntu

Welcome to Q&A forum.

To ensure I fully understand the issue you’re experiencing, I’d like to confirm a few details:

1. I understand that you've posted this thread in the Business SAP, but I would like to reconfirm your account type to ensure we can provide the most appropriate troubleshooting steps

Personal account (e.g., hotmail.com, outlook.com)
Educational account (e.g., @edu_)
Business account (e.g., @yourcompany.com)

2. What device are you using to access Excel, and what is the iOS version on that device?

3. Have you tried using Excel through the web version?

If the web version works fine, the issue may be specific to the app.

4. When the app crashes, do you see any error message?

If yes, please share the full message or a screenshot (without any personal information).

5. Have you tested Excel on another device, such as a different phone or computer?

5. Do any of your colleagues experience the same issue, especially on devices with the same iOS and Excel versions?

Besides, here are some steps you can check while we review the details:

Update iOS to the latest version
- Go to Settings -> General -> Software Update.
- If an update is available, install it. Updates often include bug fixes that can resolve compatibility issues.
Quit and reopen the app
- This can help clear temporary glitches.
Force restart your device
- The steps vary by device model and iOS version.
Check device storage
- Low storage can cause apps to crash. Free up space if needed.
Reset Excel settings
- Go to Settings -> Apps -> Excel.
- Enable all three reset options:
- Clear All Workbooks
- Delete Sign-in Credentials
- Reset Cloud Settings

Depending on your iOS version, some steps may vary slightly, but please review and follow each one as closely as possible on your device.

I’d really appreciate it if you could take a moment to review the information and share your thoughts.

Please understand that our initial response may not always resolve the issue right away. However, with your cooperation and by providing more detailed answers to my follow-up questions, we can work together to identify the root cause and find the potential solutions together.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in "our documentation" to enable e-mail notifications if you want to receive the related email notification for this thread. User's image

Claudia Waworuntu 25 Reputation points

2025-10-22T04:24:11.5+00:00
Hi, thank you for replying, so here is my answers to your questions, please help T.T

1. I understand that you've posted this thread in the Business SAP, but I would like to reconfirm your account type to ensure we can provide the most appropriate troubleshooting steps

Personal account (e.g., hotmail.com, outlook.com)

2. What device are you using to access Excel, and what is the iOS version on that device?

Ipad pro 6th gen, iPadOS 18.7.1 (22H31)

3. Have you tried using Excel through the web version?

Yes, the web works fine, the problem is only the app

4. When the app crashes, do you see any error message?

No message error, just blank white screen on sheet whenever i tried to scroll and i cant open any sheet, my screen suddenly freeze, i can only close it down. Opening a file is the same, no response

5. Have you tested Excel on another device, such as a different phone or computer?

yes, on my iphone, the same problem like my ipad

5. Do any of your colleagues experience the same issue, especially on devices with the same iOS and Excel versions?

Most my colleagues using windows or android, so I dont have any info of the same issue
Claudia Waworuntu 25 Reputation points

2025-10-22T06:17:03.7066667+00:00

PII Removed

So this is the screen shot from my ipad, mostly like this all the time
Alina-Le 4,835 Reputation points Microsoft External Staff Moderator

2025-10-22T10:10:16.9666667+00:00

Hello @Claudia Waworuntu

Thank you for your update. May I confirm if you’ve had a chance to try the troubleshooting steps I previously shared for your iPhone?

By responding to the scoping questions I sent, I’ll be able to gather the necessary details to offer clearer next steps and more effective support.

I truly look forward to hearing from you. Please don’t forget that I’m still here and ready to assist you whenever you need.
Claudia Waworuntu 25 Reputation points

2025-10-23T03:53:12.1266667+00:00

Yes, I already tried everything and reset the setting too. So sometime it works for several minutes then after that it went white blank display on my ipad, while on my iphone, the file that i tried to open didn’t appear t all. It stuck on the home display
Alina-Le 4,835 Reputation points Microsoft External Staff Moderator

2025-10-24T14:52:27.18+00:00

Hello @Claudia Waworuntu

Thank you for your updates and cooperation during this process.

Since this issue is random and quite complicated, I’ve taken time to research and gather information to support you.

I’ll be discussing this further with my colleague and will follow up with an update by tomorrow.

We appreciate your patience and understanding, as this is a complicated matter and we’re currently reviewing it again.
Claudia Waworuntu 25 Reputation points

2025-10-25T08:57:10.05+00:00

Hi Alina-Le,

I’d like to update you, as per yesterday somehow my excel suddenly works fine, a bit lag but it can work, thank you for the assistance, really appreciate it.
Alina-Le 4,835 Reputation points Microsoft External Staff Moderator

2025-10-25T10:04:12.9733333+00:00

Hello @Claudia Waworuntu

Thank you for the update. I’m glad to hear that this issue has improved

If you have any other issues, you can create a new thread in our forum, and we will try our best to support you.

Stay safe and happy!

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My excel still experiences crash even after the update, what to do?

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