Error when opening some documents in Sharepoint

Question

I have a user who is part of a team sharing files in Sharepoint. When she clicks on a particular document, an error pops saying, "Make sure AP Team - Documents is running on your PC, then try again."

The user is on Office 365, and her version is current. There are thousands of documents in this site, but the rest open just fine except for just a handful (she showed me 5 documents.) Some were Excel; some were pdf's.

Interesting part of this: If she logs into Sharepoint directly to access the file, the file opens fine. But in her "File Explorer" she gets the error.

What is that error message telling me?

Thanks for any assistance.

David

Answer 1

Hi David,

Thanks for posting in the community. We are happy to help you.

According to your description, I would like to know if the user opened the file from the OneDrive/SharePoint local folder (the left side of the File Explorer).

If not, please point it out and let us know.

If so, as she can open the files in the browser, please ask the user to click the "Editing" button and select "Open in Desktop app", Or try the following steps to open "problematic" SharePoint files.

1. Run the related Office application first
2. Click File> Open, select SharePoint, then go to the related site and open the file

If she can open these files in the Office applications, it means the situation is not caused by the files themselves, but by the sync app. I suppose she uses the OneDrive app to sync the SharePoint library to local. If so, please try to reset OneDrive, and then check again.

We look forward to your response. Thanks for your cooperation.

Sincerely,

George | Microsoft Community Moderator

Answer 2

Hi David,

I hope you are well. I was wondering if the issue has been resolved? If so, can you please share how you managed to do this?

We have a user with the same issue, she has a brand-new machine, OneDrive reset didn't resolve the issue.

Regards,

Janam