Preview Handler Causing Issues with Office365

Question

Hello Everyone, 

I am having some trouble with Office 365 and the Preview Pane on one of my users laptops. Whenever he has the preview pane enabled and tries to open a Word, Excel, or PowerPoint file, he receives an error saying that access is denied. Sometimes the file will open as normal after you acknowledge the error, and sometimes the application launches but does not pull up the document at all. However when the pane is disabled, he can open the files with no error (most of the time). Other files like pictures, CAD files, and pdfs all open fine regardless of if the pane is disabled or not. I found that when the preview pane is enabled, whenever you have a word document selected (either by clicking it with the mouse or using the arrow keys to select it, that it will try to open automatically). Sometimes he also gets these errors: "Word could not create the Work File..." and "The Microsoft Upload Center has Stopped Responding" (even if he is not using the Upload Center). 

He uses the preview pane a lot throughout the day so it isn't exactly a viable solution to just leave the preview pane disabled (as much as I would like it to be). And reinstalling Windows is the absolute last resort, he cant really afford to be down for that long. 

System:

• Lenovo P50 Workstation
• Windows 7 Pro, SP1
• Intel Xeon E3-1505M
• 32GB Ram
• 500GB 850 Evo

Fixes I have Attempted So Far:

1. Office Quick Repair
2. Office Full Repair
3. Uninstall and Reinstall of Office (both x64 and x86 versions)
4. Rebuilding the Users Profile (x2)
5. Creating a New User Profile
6. Re-registering Word using the command: winword.exe /r
7. Clearing out files in the %Temp% Directory
8. Creating the folder INetCacheContent.Word under C:\Users<userprofile>\AppData\Local\Microsoft\Windows
9. Reverting to a previous Restore Point (as many as their were in the system)
10. Reinstalling Windows (x2)

At this point I am honestly at a loss for ideas. I have exhausted every KB Article, help line, and forum post I have been able to find and I cannot seem to find any fix for this issue. I've also contacted the Office365 support line but he was unable to suggest any fixes that I have not already tried, he recommended I place a Paid Support Request to fix this issue but that just seems silly, it is their products that aren't working correctly so why should I pay them more money? 

Anything you guys can do to help out will be greatly appreciated. 

Thanks, 

John

Answer 1

Hi JMurwin,

Any updates?

Regards,

Linda

Answer 2

Hi JMurwin,

Please Start your PC in safe mode in Windows 7. if the problem doesn't happen in safe mode, you'll know default settings and basic device drivers aren't causing the issue. Meanwhile, how did you install Windows 7, the standalone version or pre-install one from your OEM.

Regards,

Linda

Answer 3

Hi JMurwin,

In this situation, I would like to confirm the following information:

1. Do all Office application have the same issue or just in Word?
2. Where did the documents stored in? In OneDrive synced folder or C disk or shared folder?
3. Do all folders have the same issue or just in some specific folder? Please copy a file to desktop and try it again.
4. Please check if the following link can do some useful.

Add More File Types To Windows 7 Explorer Preview Pane with PreviewConfig Utility

Regards,

Linda

Hi Linda,

1. It seems to be all Office file types, however the issue with opening the file without double clicking seems to only be Word files.
2. The documents are stored both locally on the C: drive and on a shared folder on our network.
3. It seems to be all folders, regardless of location (either shared or local).
4. I have looked over the link but I am not sure how it would apply to this situation as I do not need extra file types, just the standard file types to be working correctly.

Sincerely, 

John

Answer 4

Hi JMurwin,

In this situation, I would like to confirm the following information:

1. Do all Office application have the same issue or just in Word?
2. Where did the documents stored in? In OneDrive synced folder or C disk or shared folder?
3. Do all folders have the same issue or just in some specific folder? Please copy a file to desktop and try it again.
4. Please check if the following link can do some useful.

Add More File Types To Windows 7 Explorer Preview Pane with PreviewConfig Utility

Regards,

Linda