Cannot open excel file attachments from Outlook with Protected View

Question

We have Protected View enabled for our O365 applications. We have not changed or updated these settings. They have always been enabled as far as I know, including the Enable Protected View for Outlook Attachments.

Yesterday, I got a ticket from an end-user who is trying to open an excel attachment from Outlook and getting error pop-up message stating, "The file couldn't open in Protected View". He is the only person to report this issue in our user environment. But I am able to duplicate the issue locally on my computer too.

This error occurs on multiple excel files from various different external senders (not internal). xls and xlsx extensions alike.

Here are some of the Application Event ID 1000 errors I am getting.

Faulting application name: EXCEL.EXE, version: 16.0.16827.20278, time stamp: 0x655121a5

Faulting module name: ntdll.dll, version: 10.0.19041.3636, time stamp: 0x9b64aa6f

Exception code: 0xc0000005

Fault offset: 0x00000000000a1207

Faulting process id: 0x5914

Faulting application start time: 0x01da1d6a281afe6a

Faulting application path: C:\Program Files\Microsoft Office\root\Office16\EXCEL.EXE

Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll

Report Id: aa0aee5c-65b2-4978-98b3-d2fd871b2372

Faulting package full name:

Faulting package-relative application ID:

Faulting application name: EXCEL.EXE, version: 16.0.16827.20278, time stamp: 0x655121a5

Faulting module name: ntdll.dll, version: 10.0.19041.3636, time stamp: 0x9b64aa6f

Exception code: 0xc0000005

Fault offset: 0x00000000000a1207

Faulting process id: 0x3af0

Faulting application start time: 0x01da1d6a1671d039

Faulting application path: C:\Program Files\Microsoft Office\root\Office16\EXCEL.EXE

Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll

Report Id: aa8f3be1-321d-4fd9-b0fa-76d0fdab40e8

Faulting package full name:

Faulting package-relative application ID:

Not sure how to resolve this other than turning off Protected View, which we do not want to do.

Answer 1

Hello jmeyers_951,

Good day!

Thank you for posting to Microsoft Community. We are glad to assist. We are looking into your situation, and we will update the thread shortly.

Appreciate your patience and understanding and thank you for your time and cooperation.

Sincerely,

Ashraf | Microsoft Community Moderator

Answer 2

Hello jmeyers_951,

Thank you for posting this case in Microsoft Community!

Based your description: Cannot open excel file attachments from Outlook with Protected View. I would like to cooperate with you working on this case. To clarify this case, please kindly provide us your Outlook version with product details by going to Outlook > File > Office Account and share that entire page screenshot with hide personal information. What version of Outlook do I have?

To further analyze this case, please do not mind to collect following information:

• How did you set up Protected View settings for Office 365 applications? You may provide the capture of the settings in Trust Center.
• Have you tried to save these multiple excel files in local drive and test to open them if getting the same case?
• If this case only persists in Outlook for Windows?

For my suggestion, you may try following workaround:

1. Firstly, please check if Hardware Graphics Acceleration option enabled or not via going to**Excel>File>Options>Advanced.**Finally, look for the Display tab and click on the Disable Hardware Graphics Acceleration option.

.

2. Next if your Microsoft Excel’s file block settings may not be set correctly, which causes the ‘This file couldn’t open in protected view’ error. To avoid this issue, see the steps below to tweak your block settings.

Steps:

**A.**Firstly, open Microsoft Excelon your computer.

**B.**After that, click on the File tab and go to Options.

C. Now, go toTrust Center and click on Trust Center Settings.

D. Access the File Block Settings section in the side menu and look for ‘Excel 4 Workbooks’.

E. Lastly, uncheckall the options from ‘Excel 4 Workbooks’ to ‘Excel 2 Macrosheets and Add-in Files’.

.

3. If still not working, you may try to rename Excel files which sometimes fix this case if possible.
4. Then you may try to repair your Office 365 program and check it again.

Steps:

A. Quit any Microsoft 365 programs that are running.

**B.**In Control Panel, choose Programs and Features.

C. In the list of installed programs, right-click Microsoft Office application, and then choose Change.

5. Outlook works best when it's up to date. We recommend setting Windows Update to automatically download and install recommended updates. Bug fixes, new features, and performance enhancements are released regularly. To install the latest Windows and Office updates, see Install Office updates.

6.****If this case still persists, finally, you may try to re-install the latest version of Office 365 application and check if working or not.

Download and install or reinstall Microsoft 365 or Office 2021 on a PC or Mac - Microsoft Support

If you need further assistance, please feel free to let me know, I will keep assisting you.

Your understanding and patience will be appreciated.

Thank you!

Answer 3

I do not have the options under Advanced Display to disable hardware accerlation.

Unchecking the excel file types did not change anything.

Answer 4

Here is my excel version info.

Answer 5

Excel Advanced Display Options