Select users cannot open Excel files in SharePoint in the Desktop App

Question

Thanks for any feedback at all given on this question, I'm aware that it's quite niche.

I work in the public sector and am part of a M365 team.
I'm only 16 months in this role and was a graduate prior to this so I wouldn't have a mass of background knowledge in IT, but I have been working almost exclusively on SharePoint for my duration in this role, so would be familiar with most of the common errors.

Summary of Problem:

User cannot open an excel document in SharePoint in her Desktop App (is able to in browser).
Opening the file returns this error message:

Important Note:

3-4 weeks ago, we migrated all files and folders for a 'Team' from an older version of SharePoint to SharePoint Online.
The user trying to access files was out for this migration but was added to all relevant permission groups in her absence.
On return, she cannot open her file in the Desktop App from SharePoint Online.

Additional Notes:

The file the user was trying to open at the time was an old version of excel (.xls) although they have since stated they're not able to open newer versions either.
They cannot download the document.
Another user (in the same team) can open the excel document.
The user has permission to open the document (they are able to open it in browser). (In same permission group as user who can open document).

Is operating using the same version of M365 as the user who can open the document (64 bit).
The user is able to open Word documents from the same folder. (Have noted that Word Documents allow for 279 characters - although I haven't been able to recreate the error here either).
Not sure if it's worth noting but excel file sizes are all less than 1MB.

What I've tried:
First thing I've checked was the file path, and it was in excess of the 218 character limit - 284 characters [minus the domain].
(I've highlighted this as being an issue but it hasn't been taken well as the other user is able to access it, and I can't give a reason as to why).
I've tried to recreate the problem by exceeding the limit on one of my own sites but to no avail.
Checked permission groups (no issues).
Checked M365 version (up to date).

Conclusion:
I'd have the issue solved yesterday if both users couldn't access the file (and would have attributed the cause to path and file length), but it's the fact that one of them can that has thrown me.
I didn't realise certain M365 apps had their own limits either.
I know the SharePoint path limit is 400 characters and assumed this applied to all files stored within, so Excel and Word documents being 50-70% of that was a bit of a shock. Seeing that this only applies some of the time though (seemingly anyway) is all the more confusing.
Some clarity on the above would be appreciated also as I've purposely gone over the limit in the past and haven't encountered any issues.

I've tried to add as much detail as I can, but if you need anything else, let me know.

Thanks again for any help in advance.

Chris

Answer 1

After monitoring the users device we found the issue.
She was not on a recent version of Office (~3 years old) - I should've double-checked day 1. :S

The user is in the process of having it updated which should solve the issue.
If it doesn't I'll comment back here stating such, in the meantime though, I'd be willing to say the issue is solved.

Answer 2

Hi Sophia,

Thanks for the prompt reply.

In response to your comment, I've requested the user perform several actions,

I've asked the user to open the file at a lower level (where he file path was less than 218) and they were successful in doing so.

I also created a new excel document in the folder where she was unable to open her original ones and she was able to open it.
(This was a surprise to me as she hadn't been able to open Excel files in that folder up to that point).

I then created a copy of the excel document she tried to open, but again, she received the error message regarding file length.

I also updated the original document to .xlsx format (from .xls) and moved it back to the original folder but she still wasn't able to open it.

For clarity, to open the files, they're just left-clicking on the document name once:

Regarding creating an additional user, I wouldn't be able to perform this step until next week due to permission needed.

If anything I'm more confused as to why the user is able to open some excel documents, and not others.

Thanks in advance,

Chris

Answer 3

Dear Chris,

Apologies for the inconvenience caused at the user end and please don’t worry, let’s work together on the concern and move towards a resolution path.

As you mentioned one of the users is able to access the Excel files in the Excel apps even the number of characters of the File path is exceeding 218 and the same file is not able to be opened in the other user device, I would like to know whether it’s possible to create a new user account on the problematic device. If yes, please go ahead creating a new user account and check the outcome.

Moreover, File Character path limit for opening the Office files in the Office apps are limitation that are set by default and I agree the frustration on the limitation where I request you to provide the feedback to the related development team via app feedback in the Office apps (Open Excel app> Feedback or Open the workbook> Help tab in the Ribbon)

But the same file which exceed 218 character is opened by other user, does the user is trying to open the workbook via File> Open> Sites – tenant name> Site in the Excel app.

If you try to reduce the File Path Character by moving the file to the parent folders or try to use Copy feature instead of Move feature and see whether the copied file can be opened without any issue.

If there is any misunderstanding from my end, please feel free to correct me.

Thanks for your patience and understanding. Have a good day!!

Best Regards,

Sophia

Answer 4

Dear Chris,

Thanks for writing back and updating us.

As per the further updates, I believe you have tried all possible methods on the current users account with no success and you can try to test the behavior in the new user account when you get the chance.

I am sorry to convey that I am out of ideas on troubleshooting this concern and I believe this can be troubleshooted further by related Microsoft team via collecting the fiddler logs by reproducing the problem. So, you can try to contact the related team via creating a support ticket from the Office 365 admin center.

Moreover, as you mentioned the problem doesn’t happen if a new workbook is created in the problematic folder for the same user, I think you can try to reset the Office apps activation state which will have the fresh start of the Office apps for the user. Reference: Reset activation state for Microsoft 365 Apps for enterprise - Office | Microsoft Learn

If the above didn’t work, I apologize and request you to proceed further investigation with the related team via creating a support ticket from the Office 365 admin center.

Moreover, if you are able find any solution, please post back here where it will help us and other members in this community who encounters the similar situation.

Appreciate for your patience and understanding. Have a good day!!

Best Regards,

Sophia

Answer 5

Hi Sophia,

Thanks for the advice.
I'll likely raise a ticket then, and if/when we find a solution, I'll post it here.

Regards,

Chris