Word 2016: Error 'The server application, source file, or item cannot be found. Make sure the application is properly installed....' obtained.

Question

I obtained an error, 'The server application, source file, or item cannot be found. Make sure the application is properly installed, and that it has not been deleted, moved, renamed, or blocked by policy' when I tried to open a word document object embedded in a word document that was created using Microsoft Word 2013. I am using Word 2016, which SHOULD be backwards compatible. My colleague COULD open this embedded file using his Word 2013 version. I brought this issue to the attention of Microsoft and it was escalated to level 2 support who, after several troubleshooting steps, was still UNABLE to resolve this issue. He told me that this needed to be resolved by the Development Team and urged me to use this UserVoice forum to alert the Microsoft Development Team to this issue and attempt to resolve it. I can happily provide if required, the file with the issue and/or the screenshot of the issue.

Does anyone have a suggestion on how this could be resolved?

Thanks

Jonathan

Answer 1

Hi Jonathan,

Thanks for the documents.

So, I tested with the document i.e. Jonathan Glaser - Embedded document issue on the latest version of Current Channel i.e. 2006 (Build 13001.20266) same as yours and I CAN open the embedded Word documents (Test purchase of End Point Detection and Office of the CISO achievements….) without any issue.

I have made a small video for your reference and I will upload it in the same OneDrive link that I provided in my last reply.

Further, to test this, please consider creating a new user account (for the test purpose) on your Windows computer. And check if you can open the embedded documents on the new user profile. Sometimes, a user's specific information may be corrupted, therefore, the embedded file is not opening as expected. In new user account, Word 365 will run from scratch and will help us determine if the issue is with the user profile.

Please check the following article to know how to create a new user account:Create a local user or administrator account in Windows 10

Regards,

Neha

Answer 2

Does the problem still occur if you start Word in Safe Mode by holding down the CTRL key while starting it until asked to confirm that you want to start it in that mode?

If not, see the section dealing with Add-Ins in the KnowledgeBase article "How to troubleshoot problems that occur when you start or use Word" at:

https://support.microsoft.com/en-us/kb/921541

Answer 3

Hi Doug - thanks for weighing in here.

1. The Microsoft agent tried starting Word in safe mode and opened this file and it still came up with that error when he clicked on the embedded word doc.
2. He also disabled the add-ins (Grammarly and OneNote) - still, no luck; the error still surfaced.
3. He tinkered around with a few registry settings - also to no avail.
4. I've taken a bride look at the link you sent me and it refers to other registry tweaks I could try - thanks

Would you perhaps be willing to permit me to email this file to you for you to take a peek and lmk what your thoughts are and maybe how this issue could be resolved (because this site doesn't permit attachments)?

Thanks again

Jonathan

Answer 4

Hi Jonathan,

Thanks for replying.

May I request a screenshot of Microsoft 365 Product Information. To get this screenshot, open any Office app, such as Word or Excel on your system, click File>Account, capture the screenshot of all the information mentioned under Product Information. (Note*: please remove any sensitive information from the screenshot such as email address or full name etc.).*

Further, if your Word document does not include any PII (Personally identifiable information), please consider providing the document in the forum, so I, MPVs and community members can look at it and share our suggestions.  You can upload the document in this OneDrive link.

Regards,

Neha

Answer 5

Hi Neha and Dough

Thank you for expressing your willingness to troubleshoot this issue and maybe resolve it.

I uploaded three (3) files to the OneDrive location you identified:

1. Jonathan Glaser - Embedded document issue - the file with the issue
2. Jonathan Glaser - Word Error - a screenshot of the actual error generated when one clicks on the embedded word file in the word document
3. Jonathan Glaser - MS 365 Product Information - as requested

Kind regards

Jonathan