Problem opening password protected files

Question

Hi,

We have an issue on some computers that we cant find the cause for. It comes in two slightly different forms.

Users cannot open Excel files from network share that prompts them with a dialog of some sort, mainly password prompt or read only recommended prompt. It stops on the splash screen at 0%.

So the two slightly different forms. For some of the users it works to move the file to a local folder on the computer, for example C:\Temp, but for some users they have the same issue there. If the user cant open the file locally we can get around the issue by adding c:\temp as a trusted location in Excel. Its a fair guess that adding the network share as a trusted location would solve the issue, but we don't know. For most users on the company it works as it should, so setting trusted locations on the network share for all users to get around this is not an option. The company's security policy would not allow it anyway. There must be something else at work for the users that have the issue.

Anyone have any ideas?

Kind Regards

Leyan

Answer 1

Dear Leyan,

Can you share the screenshot?

Answer 2

That is a test that wont help me. I have found new information since I first posted:

• It works if Excel is open when you double click the file, safe mode or not does not make a difference. It also work opening the files from within Excel (File/Open).
• It seems to be files that has any kind of dialog prompt when opening. On a user with the issue we found the issue on password protected files, files that was save with the option read-only recommended and files with links that prompts the user with an update question.

My best guess right now is that the dialog that the Excel file is trying to prompt the user with is somehow colliding with the dialog Excel shows when opening files from the network share. The dialog mentioned in here for example.

/Leyan

Answer 3

Hello Leyan,

It would really be most helpful to view a screenshot of the error message. However you may try the options below:

Option 1:

• Go to File.
• Choose Options.
• Select Trust Center.
• Click on Trust Center Settings tab.
• Click on Protected view.
• Uncheck all options.
• Please check if it works.

Option 2:

• Go to File.
• Choose Options.
• Select Trust Center.
• Click on Trust Center Settings tab.
• Click on File Block settings.
• Uncheck all options.

Kindly post back and share with us the result.

Answer 4

Hi Leyan,

Please try to open the excel file in safe mode. I will refer this thread.

Answer 5

Hi,

I don't have one at the moment. I'm a technician at the service desk and don't have the issue myself. But its not much to share actually, because when you double click a file in explorer, that is for example password protected, Excel's splash screen becomes visible and at the bottom it says "Loading (the filename.xlsx) (0%).

And there it stops.

/Leyan