Excel files are not opening when "Open in Desktop App" in Office365 Sharepoint Online

Question

Hi Team,

We have an issue that a user is trying to open an Excel file from Sharepoint Online. She opens it in the browser (Edge / Chrome) and then clicks the "Open in Desktop App" and it takes a long time showing "processing" and then shows an error like in this screenshot. We tried to create a new excel file and it also gave this same issue, Processing for a long time > then this error.  We also went to another folder and tried to open a word file and then clicked the "open in Desktop App" and still it shows the same long time processing and then error.

She says it was opening fine and then since this Monday 3 days ago this started happening to her online files.

We asked her to sign out and sign in from all tabs from office365. Reinstalled the office365 on her laptop.

Please Help. 

Answer 1

Files using

PivotTables

Visual Basic for Applications modules

or

Embedded objects (such as clip art)?

Answer 2

It is happening to even a totally new file with nothing configured in that user's account.

We created another test user account and tested this and no issue.

Answer 3

Unfortunately I ran out of ideas to resolve this case, I will release the issue so that someone else can help you. good luck.

Answer 4

Thank you for trying to help, I understand that this one is really weird. I'll try to google and youtube and if I get some solution, i'll post it here for others as well.

Answer 5

Adding one more info.

She said that 3 days ago the autosave option stopped working for her excel and then the sync from desktop to onedrive / sharepoint stopped and after this the "Open as Desktop" option for excel keeps delaying to open the file and shows the error i showed up there.