Files from browser not opening on desktop app

Question

I used to be able to open files (word/ppt/excel) from my onedrive on web browser to the desktop app but a few days ago it doesn't open on the desktop app anymore. When I click open on desktop app, it shows the app starting but after a few minutes the file doesn't open at all.

I've tried opening the app first and then clicking open on desktop app and it will show the app starting even if I have the app open but the file doesn't open at all, not on the current app window open nor in a new window.
I've also tried opening the desktop app and then try accessing the file directly from the desktop app but it just crashes and exits the app altogether.

Take note, I've tried this on different files, word, ppt and excel and all have the same problem.

I've already restarted my laptop several times, updated Microsoft, uninstalled and then reinstalled office three times, did the online fix and then the quick fix, signed out of my account on the desktop app and signed back in but still nothing.

Please help! I do a lot of work using the Developer portion of the ribbon and that's not available on the web app.

Movedfrom: (Microsoft 365 and Office | Word | Windows 10 | Office 2016)

Answer 1

Hi Idabella,

Thank you for reporting this concern here in the Microsoft Community Forum.

We understand that the Office desktop app crashes and exits when you are trying to open an Office file from a browser. This may be an application-related concern. Let me help you in the best way I can. 

First off, could you please verify if the issue is still happening if you will download the file instead of clicking Open in Desktop App from a browser, or is there any difference when you do so?

Lastly, could you also please verify if you are using an Office for Business or Office Personal/Home?

Once we got any answers, we’ll then provide you appropriate recommendations to solve this matter. We look forward to your response.

Answer 2

Thank you for responding!

There are no issues when I download files and open them on the desktop app.

I am also able to open files by clicking open in desktop app on somebody else's laptop that has Office Personal.

I'm using Office for Business that my school provides.

Would there be a solution to my problem other than the workaround of downloading files? I have a lot of group work which means I share a lot of files, and it would be counterproductive to keep downloading and reuploading files.

Answer 3

We appreciate you clarifying that information. 

We see the necessity of this feature in your situation. Based on the given information, we can consider that this has something to do with how the Office desktop application interacts with the Office Online app. Since you are using an Office for Business version, the setting or accurate recommendation can be provided by our Office for Business experts.

At this point, I’ll be moving this thread to the Business category to let them notice this matter and make sure you will get accurate suggestions to solve this concern.

Once we have moved this thread, our expert will get notified, and all you need to do is wait for the next representative to address your concern.

Should you have other concerns that we can assist you with, you can get back to us by replying to this post or create a new thread using this link if you have a different query.

Answer 4

I'm a bit confused, I am able to open online files from a desktop app with Office Personal installed, so does that mean my problem is with my Office for Business desktop app accessing Office Online app?

And with moving this thread, how long do representatives usually take before responding?

Thank you for your assistance Genevieve Cri! It's much appreciated.

Answer 5

Thank you for getting back to us.

Regarding this question: “I'm a bit confused, I am able to open online files from a desktop app with Office Personal installed, so does that mean my problem is with my Office for Business desktop app accessing Office Online app?” The answer is yes since the issue does not happen when using the Office Personal version on a different device, and the troubleshooting steps can be different that’s why we need to move the thread to the appropriate support or category.

We apologize if you need to wait for our Microsoft Office Business Support. Please take note that the time that you would be attended to by our representatives will depend on their volume.

We need your patience on this and we're sorry for the inconvenience.

Thank you and please stay safe.

With respect,

Genevieve