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SeanKuchle-1547 avatar image
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SeanKuchle-1547 asked SeanKuchle-1547 edited

Office 2016 on Terminal Server 2012R2 unable to open files from SharePoint Online

We have a terminal server running on 2012 R2 with Office 2016. My users (5) have been able to open files from SharePoint Online all the way up to Monday this week. Now when they go to open an office file from SharePoint it gives a generic error message like it doesn't know the format or it can't be found in both Excel and Word. It is not a permission issue as the user is logged in to Office 2016 and SharePoint online with the same creds and the user can open in the SharePoint online view.

It does seem have happened around the recent May updates but it didn't start for 4 days after.

On the same network I have a workstation with Win 10 and Office 2016 that is not having a problem.

I've tried with no luck the below

Running a repair on Office 2016

Removing OneDrive for Business that was installed with Office 2016 (this caused the issue to go away until reboot)

Clearing the cache in the Upload center of all users on the terminal server via deleting the files in the OfficeFileName folder and rebooting

I tried to remove the updates that seemed to be with the whole office suite KB5001923 KB5001920

I've contacted Office 365 support as this issue is only happening with SharePoint online files but they do not seem to keen to help so any other ideas would be greatly appreciated

Thanks

Sean

office-sharepoint-onlinewindows-server-2012office-itpro
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AllenXu-MSFT avatar image
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AllenXu-MSFT answered

Hi @SeanKuchle-1547 ,

I configured a same environment (Office 2016 with KB5001923&KB5001920 on Windows Server 2012R2) as yours, but I couldn't reproduce your issue on my end. To narrow down this issue, I have something to confirm with you.

  • Do you know the scope of this issue? Happens only to Some specific files or all files in a specific library? Or all libraries in a specific site collection? Or all libraries in your tenant?

  • Have you tried to open a file in desktop office client via File -> open -> browse to a SharePoint library? Will the errors still appear?

  • Is this caused by Network List Service is stopped and disabled on your computer? Take a reference to this article: Office files in SharePoint fail to open from an Office 2016 client


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SeanKuchle-1547 avatar image
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SeanKuchle-1547 answered SeanKuchle-1547 edited

Thank you for the response.
The issue happens with any files on our SharePoint online site.

We can open the files when first save locally with no problem.

I did check the Network List and it is running (interestingly that troubleshooting is actually for MAC)

The 0365 tech also recommended the below. The fix it didn't work on my server but I added the keys and it didn't help. https://support.microsoft.com/en-us/topic/update-to-enable-tls-1-1-and-tls-1-2-as-default-secure-protocols-in-winhttp-in-windows-c4bd73d2-31d7-761e-0178-11268bb10392#bkmk_easy

Interestingly one of the users on the terminal server had the issue go away yesterday just after lunch, with no changes by me. But other users are still having the issue
Update the user that was working yesterday is not working today.
It is really weird how it can work some times and not others

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