Office Apps Crashing

Fix Excel and Word Crashing After Copilot Upgrade on Chromebook

Phi Hung Vo Sep 28, 2026 869 views

Question details

Users are unable to access existing documents because the Microsoft 365 app closes unexpectedly when reopening previously created files after a recent Copilot update.

Product: Microsoft 365 for Android
Device & OS: ChromeOS
Scenario: Attempting to reopen existing Word or Excel files in the Microsoft 365 app after installing the Office Copilot upgrade.
Observed behavior: The application successfully creates new files but abruptly crashes or closes when trying to reopen those newly created files.

Before you start

Ensure your Chromebook is connected to a stable Wi-Fi network and verify that your recent documents are fully synced to OneDrive or saved locally to prevent any data loss during the troubleshooting process.

Solution 1Recommended

Update the App and Clear Cache Data

Updating to the latest patch and clearing corrupted temporary files is the most effective way to resolve post-update app crashes on ChromeOS.

Major updates, such as the introduction of Copilot, can leave behind outdated cache files that conflict with the new application architecture. Clearing these files forces the app to rebuild its necessary temporary data.

Check for updates

Open the Google Play Store on your Chromebook, tap your profile icon, select 'Manage apps & device', and check if there is a pending update for Microsoft 365 or Office Copilot. If so, click 'Update'.

Navigate to app settings

Open your Chromebook's main 'Settings', select 'Apps' from the left sidebar, and click on 'Manage your apps'.

Clear cache and data

Find and click on 'Microsoft 365'. Select 'More settings and permissions', then go to 'Storage and cache'. Click 'Clear cache', followed by 'Clear data' (Note: you will need to sign back into your Microsoft account after this step).

Restart and test

Restart your Chromebook, launch the Microsoft 365 app, sign in, and try reopening your Excel or Word file.

Sign-in required: Clearing the app data will log you out of your Microsoft account. Make sure you have your login credentials handy before proceeding.

Solution 2

Uninstall and Reinstall Microsoft 365

A fresh installation replaces potentially corrupted core application files that may have been damaged during the Copilot upgrade process.

Solution 3

Report the Bug to Microsoft Support

If standard troubleshooting fails, the crash is likely an unpatched bug in the Copilot release requiring Microsoft's intervention.

Free Microsoft Office alternative

Edit Word and Excel Files Flawlessly on Chromebook

If Microsoft 365 continues to crash on your Chromebook after the Copilot update, switch to WPS Office. It provides a highly stable, lightweight environment for creating and editing documents on ChromeOS without the heavy resource demands of forced AI integrations.

1. Download WPS Office: Open the Google Play Store on your Chromebook, search for 'WPS Office', and click 'Install'.
2. Open existing files: Launch WPS Office and directly open your existing .docx or .xlsx files saved on your Chromebook or cloud storage.
3. Edit without crashes: Enjoy a stable editing experience and seamlessly save your work in standard Microsoft formats.

Fully compatible with Microsoft Word (.docx) and Excel (.xlsx) formatsLightweight and perfectly optimized for Chromebooks and Android devicesFree to use with a familiar, easy-to-navigate interfaceNo forced AI updates that cause unexpected application crashes

microsoft office alternative - wps office

Frequently Asked Questions

Why does the Microsoft 365 app crash only when reopening files?

The Copilot upgrade may have introduced a bug regarding how the app indexes or reads file metadata when loading existing documents. This process can conflict with the Android subsystem on ChromeOS, leading to abrupt crashes.

Will clearing the Microsoft 365 app data delete my Word and Excel documents?

No. Clearing the app data only removes temporary cache files, preferences, and your login session. Your documents are safe as long as they are saved to your Chromebook's local storage or synced to a cloud service like OneDrive.

Can I disable Copilot on my Chromebook to stop the app from crashing?

Currently, if Copilot is integrated into the core Microsoft 365 application update, you cannot disable it individually. You will need to wait for a bug-fix patch from Microsoft or use an alternative office suite like WPS Office.

How do I find my Chromebook's ChromeOS version to provide to Microsoft Support?

Click on the time in the bottom-right corner of your Chromebook screen, select the Settings gear icon, scroll to the bottom of the left panel, and click on 'About ChromeOS'. Your current version will be displayed at the top of the page.

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