Error "Cannot download the information you requested" when I open an office file with the app desktop.

Question

Hello all,

We have a problem with an user. On Teams, when he open an office file (like Word, PowerPoint, Excel...) with the app desktop (only), he has this error :

When he open the same file with SharePoint or directly in Teams there aren't problem. But just when he open the fil with app desktop.

I tried :

• Reinstall Teams
• Launch the troubleshooting Office
• Try with another computer (And it's work)

After that, I had delete the windows profile, and it's worked ! But after 2 weeks same problem...

I don't find the resolution. Do you have ever seen this problem ?

Thanks for your help !

Answer 1

Dear Nicolas Papin,

Thank you for posting in Microsoft Community.

Based on the description, the user cannot open the file from Teams application.  Apologies for the inconvenience caused by this behavior. Before moving forward, we need more detailed information about the situation you are experiencing.

Kindly share with us the information below:

• How many users experiencing this behavior?
• Does this happen also with other Office file like Excel and Word or just specific file only?
• Kindly let us know the version of Office installed.
• Is there Proxy/VPN/Firewall or Antivirus running when trying to open the file?

You tried different computer and created new Windows profile then it works fine, however after two weeks the behavior persisted.

Suggestions:

• Could you please ask the user if the file can be open using PowerPoint online on browser to see if the same behavior?
• Kindly check if the business account is log in and the Office application is activated.
• Kindly check if the activation of machine reaches the maximum > Log in to portal.office.com using the affected user account > click on View account > Office apps > Apps & Device > Devices.

The suggestions are just initial and if it doesn't work, kindly post back and we will do our best to help you.

We look forward to your response. Thanks for your cooperation. Stay safe and healthy always.

Sincerely,

Zee | Microsoft Community Moderator

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Answer 2

Hello ! Thanks for your response.

Sorry for my late reply !

So, For you question :

How many users experiencing this behavior?

Currently, he is the only one.

Does this happen also with other Office file like Excel and Word or just specific file only?

Same problem with all Excel, Word, PowerPoint files. Just if you open the file from Teams.

Kindly let us know the version of Office installed.

I don't know the version because the user is on vacation at the moment. Sorry.

Is there Proxy/VPN/Firewall or Antivirus running when trying to open the file?

Yes, there is one. Firewall of the company.

Could you please ask the user if the file can be open using PowerPoint online on browser to see if the same behavior?

There are no problem online on browser or with SharePoint.

Kindly check if the business account is log in and the Office application is activated.

His account is connected and activated.

I will test your recommandation with the user when he will comme back from his vacation.

If you have an other suggestion, do not hesitate.

Thanks a lot !

Nicolas,

Answer 3

Hi Nicolas Papin,

I hope you're having a great day.

May I know if you have time to check the information needed to further investigate the behavior?

We look forward to your response. Thanks for your cooperation. Stay safe and healthy always.

Sincerely,

Zee | Microsoft Community Moderator