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We have SP 2013 and SPO. When some users attempt to open a Excel in SPO in app (instead of browser), it asks for credential then go Blank

Edward 1 Reputation point
2020-09-02T17:54:30.903+00:00

Hello,

This seems to happen to some users only, not all. When a user is attempting to open a file for SPO, it asks for credentials then nothing happens afterward except showing Blank. Unique thing about it is that users don't have this problem when opening files for SP 2013...

I am not sure how i can go about this as i didn't set up SP enviornment (although i have been given SharePoint Admins now..)

Could someone please provide any insights or guidance on this issue or possible bug?

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SharePoint Server: A family of Microsoft on-premises document management and storage systems.Development: The process of researching, productizing, and refining new or existing technologies.
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  1. Jerry Xu-MSFT 7,941 Reputation points
    2020-09-03T06:44:57.007+00:00

    Hi, @Edward ,

    I just want to confirm that you are using a SharePoint hybrid environment or not? And would you like to say a bit more about the part “then nothing happens afterward except showing Blank”?

    If you are using a hybrid environment, are you using hybrid search? Are the files with issue in SharePoint 2013 farm? And please have a test to upload a new file to SharePoint Online and try to open it in client application. Check if these users can open them in desktop apps.

    If you are not using a hybrid environment, ask the users to clean the browser cache and sign out the office account, then try to open the file and log in again.

    Steps below:

    1.Open the MS Word or Excel client application.
    2.Click the user account name at the top left of the window.
    3.Then click Sign out.
    4.Select an alternative account to sign in with if there is one. Sign in with an account that matches the one you’re utilizing in SharePoint.
    5.Alternatively, you might need to add a SharePoint account by clicking Add Account. Enter your SharePoint account details, and press the Sign in button.
    Note that your SharePoint account should match your MS Office client account. If you’re using different accounts for SharePoint and MS Office, that might be why SP doesn’t open Excel and Word files.

    If the response is helpful, please click "Accept Answer" and upvote it.
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