sharepoint online Error: we couldn't find a program to open this document

Question

Hi 

We are using Sharepoint Online with Office 2016. 

Since last few weeks, I cannot open documents from Sharepoint online using IE (9, 10, 11).

When I right click on the Document and click on Open in Excel, I am getting an error "We're sorry, we couldn't find a program to open this document". If I login to SharePoint online with Admin account I am able to open the document. 

we have tried, reinstalling the office, downgrading the office to 2013, tried IE 9, 10, 11. Different PC and sharepoint profile for the same user, still no fix. 

Can anyone please help?

Regards

Shashi Harkara

Answer 1

Hi Shashi,

Do you need further assistance on this?

Thanks,

Mike

Answer 2

Hi Mike, 

My issue is resolved. 

The issue cause because of my AV. I disabled my anti-virus and everything worked normally. I had to disable web filtering in my AV.  AV developers are looking to this to resolve this issue. 

Thanks for your time any way. 

Regards

Shashi

Answer 3

Hi Shashi,

Based on the description, could you confirm whether the situation happens only when one specific user sign into SharePoint Online on different PCs?

For the version, you need to send the screenshot of the Account page, for us to verify if you have the version.

Thanks,

Mike

Answer 4

Hi Mike, 

I have tried

1. Reset of IE
2. Downgraded IE from 11 to 10 and 9
3. Testing with 32 bit IE
4. Checked all Sharepoint Addons are enabled.
5. Also tried IE without addons

Below is the information you have asked for

1. I am using Office 2016 from O365

2. All the addons are enabled.
3. Tried on chrome, works ok for a while. 

Regards

Shashi Harkara

Answer 5

Hi Shashi,

You may try resetting your IE settings by following the steps on this link. If issue still persists, I’d like to confirm the following:

1. Can you provide a screenshot of your Office version? Go to File > Account.
2. Check if SharePoint OpenDocuments Class/SharePoint Stssync Handle Add-On is enabled:
   • In Internet Explorer, go to Settings > Manage Add-ons. Show all add-ons then verify if the add-on is enabled.
3. Have you tried other browsers?

If issue still persists, you may provide the screenshot of the error you encounter as well as the steps on how  you encounter the issue.

Thanks,

Mike