Office Cache Causing Sharepoint Issue With Multiple RD Servers

Question

Good morning,

We use multiple Remote Desktop servers along with Teams, Sharepoint, and Office products. What we have noticed is that when a user is logged into ServerA and opens an Office file (word, excel, etc) from the Sharepoint site, the cache is populated with temporary files as normal. This user profile that includes that cache will follow the user if they were to log off of ServerA and log into ServerB. Now when they attempt to open the document from the SP site, they are given an error that says "Sorry, we couldn't open 'http://sharepoint/website/path/filename.docx'." We have been clearing the Office cache for users when they encounter this issue, but is there any way to actually solve this issue without having to "work around" by wiping the cache on log off/log in?

Thank you,

Answer 1

Hi @Evan_001 , welcome to Q&A forum!

Per my research, currently clearing the cache is the only work around. And you could also open a support ticket for more help if urgent.

Similar posts for your reference:
Sorry we couldn't open document Word, Excel
Error opening office documents from SharePoint 2013
Error: Sorry, we couldn't open 'filepath/filename' received

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Answer 2

Would be nice with an explanation from Microsoft here. This is new behaviour. It seems $env:LOCALAPPDATA\Microsoft\Office\16.0\OfficeFileCache do not support roaming anymore or there are issues with creating the .C4-file.

Take a look here. This is from procmon at time of the error:

Excel tries to create the cache file and apparently it is a success.
The actual folder and file never gets touched, though.

Notice the timestamp in both screenshots.

This should do the trick of you want to clear the cache at logon with a powershell script.

$folders = get-childitem $env:LOCALAPPDATA\Microsoft\Office\16.0\ | where Name -like OfficeFileCache*
foreach($folder in $folders){
Remove-Item -Path $folder.FullName -Recurse -Force
}