Cannot open sharepoint document in desktop app - WORD, EXCEL

Question

Hi guys 

I'm having a very strange issue in the office. I am using windows 10 and office 2019 on all machines. 

All the users in the office open and edit their files in Sharepoint online documents. Sometimes when editing the online version of word or excel is quite basic so user opens the office file on the desktop app. There is a button on word/excel online that is 'open using desktop app'

For most users this is working fine. 

A couple of the pc's when they click this button it launches the desktop version of word/excel but gets an error saying 'cannot download the information you requested'

The funny thing is if I log in as someone else on that same pc it works fine. 

I have googled for hours and tried all the registry fixes and also tried repairing the whole office suite. 

I have not uninstalled and reinstalled yet hoping I wont have to do this. 

Any ideas please?????

Answer 1

Hello, this is Thiago, Advanced User and Independent Advisor.

According to your information, this "lock" on some accounts may be related to the access policies of the user's account, since as you reported, when switching accounts and using the same device, you can use the resource normally.

Review the security settings of the user accounts that it is not possible to access the feature. Compare with the settings of the accounts where the resource works and change if there are any discrepancies.

Some applications, websites, sources, among other resources may have some configuration limiting certain accesses to online files, these settings must be set for some users (accounts) and not defined by devices.

This article refers to the device access policies, however, it may be useful for your consultation.

https://docs.microsoft.com/en-us/microsoft-365/...

I hope you can find the solution. Otherwise, let us know to find other methods for this problem.

Att: Thiago Huttl - Independent Advisor.

Answer 2

Thank you for your reply.

I log into the pc as a different windows user but log into my same teams account in the browser so im guessing it cant be user access policy issue. My version of windows is standalone that I purchased separately before moving to O365 so I only have the business basics plan.

The issue must be in the windows user account Im guessing but what could it be?

Answer 3

Hello, this is Thiago, Advanced User and Independent Advisor.

Teams-related problems using the same device, however, with different users (accounts) have previously been reported. However, the problems always differ, although they are similar ...

Whereas when using the same device and the same Teams account you can use the desktop application to run the Sharepoint document. Everything indicates a synchronization problem between the user's folders and the online Sharepoint libraries.

Create a new user on that same device to test. Procedure for the new user:

1 Press the Windows + R keys simultaneously to open Run;

2 In the run type control userpasswords2 and click OK;

3 Click in the Add box;

4 Select the option Do not connect to a Microsoft account;

5 Choose a name and password for this profile after that proceed between the next steps;

6 After creating the new profile on the User Accounts screen, select the new account and click on the property box;

7 In the Group Membership tab, mark the profile as administrator and click on Ok.

Access the new profile and see if the behavior persists.

Some references about synchronization:

https://support.microsoft.com/en-us/office/fix-...

https://support.microsoft.com/en-us/office/sync...

https://support.microsoft.com/en-us/office/view...

If the problem still persists, I ask you to report the bug at: https://microsoftteams.uservoice.com/

Using Uservoice it is possible to report the bug to be analyzed by Microsoft Developers.

Att: Thiago Huttl - Independent Advisor.