there was an unexpected error, please try again message opening a PPT on an iPad

Question

Student reports getting the "there was an unexpected error, please try again" error when opening a PPT on their iPad. What is the best course of action?

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Answer 1

Dear @Rafael Perez, 

Thank you for posting your question in the Microsoft Q&A forum.  

Are the student's other files on the iPad opening normally? Also, please check if you can open the file in PowerPoint on your end without issues. 

Try making a copy of the file and rename it then sharing that new version with the student to see if it opens. 

Ask the student to try opening the file on a different device > The issue is with the iPad app, not the file itself. 

Have the student try opening the file using a different internet connection (a mobile hotspot or 4G) > If it works: The issue is related to the previous network/Wi-Fi. 

Ask the student to sign out of the PowerPoint app and then sign back in. 

How is the student accessing the file? If it is a shared file, have them go to OneDrive > Shared and try opening it directly from there. 

If the error persists, perform a reset: 

• Go to iPad Settings. 
• Scroll down the left sidebar to PowerPoint. 
• Tap Reset PowerPoint. 
• Toggle on Delete Login Credentials. 
• Re-open PowerPoint and sign back in. 

If none of the above works, please uninstall and then reinstall the app. 

Currently, these are general steps you can have the student perform first since they are easy to do and risk-free. I am providing general advice because it is not yet clear whether the issue lies with the file itself or the app on the student's iPad. Therefore, while my initial suggestions might not solve the issue immediately, your feedback is crucial. With the additional details you provide, I’ll be able to pinpoint the exact cause and work closely with you to fix it.

Looking forward to your update! 

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