SharePoint 2019 - Office Online Server Error

Question

Hi Guys

I have deployed SharePoint 2019 and configured Office Online Server to allow SharePoint files to open in Browser. Here's the HA architecture

1- Front End + Distributed Cache Roles x3 Servers (Load Balancer)

2- Application + Search Role x3 Servers

3- MS SQL ALWAYS ON Database x3 Servers

4- Office Online Server x3 (Load Balancer)

The issue I'm facing is with opening SharePoint/OneDrive Files in Browser. Sometime, it works well but most of the time, following errors show up

'We're sorry. We couldn't open your workbook. You can try to open this file again, sometimes that helps.
''You do not have permissions to open this file in the browser.'

Tried all workarounds, used single tier approach but none worked.

PS: All Servers are in same Subnet with full access. No Firewall in between..

Answer 1

Hi @Nawaf Tahir ,

To troubleshoot the issue, check things below:

1.Download the document and open it in excel to check if it is corrupt.

2.If it is not corrupt, open the document in excel and uncheck all the options under Protected View. Go to file->options->Trust Center->Trust center settings->click protect view and uncheck all options under protected view. Then upload the document to the library to check if the same issue will occur.

3.By default, it will open excel file in excel online when storing the excel file in SharePoint online. You could check if the file format is supported in excel online.

Differences between using a workbook in the browser and in Excel.

https://support.office.com/en-us/article/Differences-between-using-a-workbook-in-the-browser-and-in-Excel-F0DC28ED-B85D-4E1D-BE6D-5878005DB3B6

4.Clear browser cache.

If the error still exists, please go to check your ULS logs and find if there is any related clues.

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Answer 2

Hi @Wendy Li_MSFT : Please find my responses

1. Does this issue occur for other file types like Word, PPT? It occurs with all file types i.e. docx, xls, ppt
2. Did you change your OOS farm(from OOSx3 to OOSx1) after meeting this issue? Or, after changing OOS farm, this issue occurs? We were facing this issue with 3 OOS Servers, then we shut 2 OOS Servers down but the issue still persists. Now, removed 2 OOS Servers from Farm and the result is same
3. Do other users have this issue? Yes, it's intermittent issue and occur with all users. We configured SAML SSO on SharePoint as well but facing same error. Also, if we open files in Office Application, edit and tries to save, we see "Unable to communicate with Server. Try to reload the file" error.

Attached are ULS Viewer logs