"Alert - Sorry, we couldn’t open ’https://" started to appear yesterday

Question

Hi Everyone,

I've got a message "Alert - Sorry, we couldn’t open ’https://" and then the files URL starting to appear from yesterday when trying to open Word, Excel and Powerpoint files from SharePoint through web front end.

It used to work fine the day before.

I've tried syncing the folder to the one drive app on the computer and it works fine. Anyone else experiencing this?

Regards,

Alexey

Answer 1

Hi Alexey,

Thanks for writing back and much appreciated for providing the detail information to us.

From the answer to the queries, we can understand that when you try to open the Office file in SharePoint Document Library via Open in Office applications, you encountered with Alert as displayed in screenshot. So, can you please follow the below suggestion and check the outcome:

a. Open Word application> Click on Word> Sign out from it.

b. After signing out, quit all the Office applications it they are open.

c. Open Finder> Applications> Utilities> Keychain Access.app

d. Search for Microsoft Office> Delete all the items that contain MicrosoftOffice… by right-clicking on it.

e. After removing Office credentials, press Command + Shift + G(while Finder is opened)> enter ~/Library/Group Containers

f. Move these folders to trash:

·         UBF8T346G9.ms 

·         UBF8T346G9.Office 

·         UBF8T346G9.OfficeOsfWebHost

**Note:**Before you delete or remove the folders above, make sure that Outlook data backed up because the Outlook data will be removed when you move the folders to the trash. 

g. After performing each step above, restart your Mac> Launch Word application> Sign-in with Office account same as with your Office account used to access SharePoint Online.

h. Now, open the Office files in SharePoint Document library and check the outcome.

If the problem persists, can you please let us when this problem occurs to start? After updating macOS or Office applications. And can we know your Office applications version. (Open Word application> Click on Word in Menu bar> About Word)

Appreciate your patience and time.

Best Regards,

Chitrahaas

Answer 2

Hi Chitrahaas,

Thanks for your quick response. Here are the answers to your questions:

1. Screenshot of the message:

2. It happens on all sites and files
3. I have access only to one Sharepoint library that I could check
4. I could access files when going through mydrive, however in the OneDrive settings I had to untick the box "Use Office applications to sync office files that I open". If I don't untick that after a while a message appears saying "Contacting the server for information." and there's no way to quit it other than force-quiting the application - same happens with Word and Powerpoint.
5. I'm the only mac user on the team. The colleagues who use PCs do not seem to have this problem.

Thanks,

Alexey

Answer 3

Hi Alexey,

Sorry for the trouble caused at your end and appreciate your time take for finding a workaround to work with Office files located in SharePoint Online for a meantime.

From the description provided, as you’re getting an alert while trying to open the files in Document library, we suggest you try to change the browser or open the SharePoint Online library in InPrivate browser to check the whether you can access the files.

If you get a same alert during opening the files, can you please provide the following information for better understanding and moving further:

a. Screenshot of alert encountered while trying to access the Office files? Note: Please mask the tenant information in the URL to protect your privacy.

b. Does this problem happens to files present in specific Document library or all the libraries in site?

c. Can you open the Office files present in other sites?

d. Can we know whether you can access the Office files present in your OneDrive for Business?

e. Lastly, can other users who’re having the permission to access to problematic site can open the Office file in browser without any alert?

Apologies for asking many queries but answers to them will leads us to narrow down the problem and provide further steps to be taken.

Appreciate your understanding.

Regards,

Chitrahaas