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Outlook attachment will not open on 2008 r2 RDS

Posted on 2013-02-03
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Last Modified: 2013-04-30
Hello Experts,

I have an RDS server that hosts Office 2010.   I have users who are getting Word and Excel documents and the documents will not open and cannot be previewed.

The previewing error is: "This file cannot be previewed because there is not previewer installed for it."

When I try to open the file Word has an error: "Word experienced an error while try to open the file. Try these suggestions.  ....

When I download the file and try to open the file it gives me the same error.

Word does work with other files not sent from Excel.

When I access email from a web broweser, it is a hosted email service, I can download the file and open it.

I tried downloading the hot fix: http://support.microsoft.com/kb/2544026  but it did not work.

Any idea how to fix this problem?
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Question by:tucktech
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Expert Comment

by:Brian B
ID: 38852771
First a couple of questions:
Are you able to save the attachment and then open it?
Was office installed as a remote desktop app?

Also, try running Outlook in safe mode (Start, run, outlook /safe) and see if that helps. That will tell us if one of the add-ins is the problem.
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Author Comment

by:tucktech
ID: 38852816
Hello Tbone2k,

Your answers:

a. Are you able to save the attachment and then open it?  No
b. Was office installed as a remote desktop app?  Yes

Will try safe mode later and posts results.  I will also post results if I do this with Administrator access.
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Author Comment

by:tucktech
ID: 38853607
I tried running outlook in safe mode and as an administrator and I get the same results.
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LVL 23

Expert Comment

by:Brian B
ID: 38855223
Thaks for checking. I guess I didn't ask one question properly, sorry about that.

Can you save the attachment from the email? If so, save it on your network or somewhere shared and see if this user or any other can open it. Basically, trying to isolate if the the problem is the file itself or the program.
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Author Comment

by:tucktech
ID: 38856243
Hello Tbone2k,

I have tried saving the file on a network driver from this user's outlook.  Then tried to open it via Word.  It would not open.

I then forwarded it to me and I was able to open it.  I have a thick client.
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Expert Comment

by:Brian B
ID: 38864156
So the above tells us the file is intact when it is saved. Otherwise you wouldn't be able to read it either.

SO I would troubleshoot it as a Word issue. Try word in safe mode and see if that works. If not, uninstall (don't repair) Office and reinstall it.
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Author Comment

by:tucktech
ID: 38880169
I want to make sure there is no misunderstanding,  when I am in thin client mode in outlook and I save the attachment, tThe attachment will NOT open in word after I have saved it.  It will also not open directly from outlook.

The document can work when I forward it to a outlook account that is using thick client.  It also works when I save or open the attachment from a broweser version of email.  The file in intact within the email.

I uninstalled office and reinstalled, no change.

I saved the file from the thin client outlook to a shared drive and then tried opening the document from word in safe mode and normal mode.  I still get the same error.  See attachment.
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Author Comment

by:tucktech
ID: 38880361
Correction, when I am on the thin client and I try to open the document or save it via a broweser it still does not work.

It does work if I forward it or go via the broweser on a thick client.
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LVL 23

Expert Comment

by:Brian B
ID: 38881794
Thanks for taking the time to clarify.

Let me lay out my line of thinking and let's see if this makes sense... Thin client users can't open the document. However if they save the document, you can open it on your workstation/client. So from that I am concluding that the issue is not with the file itself, since you can open it.

So the issue is either the way Outlook runs on the thin client, or the Word program on the thin client. Since a file on the network that works for you does not work on the thin client and Outlook is not even running at this point, it sounds like we need to troubleshoot this as a Word problem... or at least rule out Word as the source of the problem.

Which is why I was suggesting you try Word in safe mode (winword /safe) and see if you can open the file from the network on the thin client. Its a quick and easy test that can help rule out a variety of issues.
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Author Comment

by:tucktech
ID: 38945185
Hello, I called Microsoft for support.   I added Office GPOs and removed security setting from the TRUST CENTER on both EXCEL and WORD to put in a temp fix so users could work.  

Microsoft is still working with me.  I do agree this appears to be a persmissions issue.  I will post more as I move along with MS... I am making this case move a little slow but it is moving forward.
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Author Comment

by:tucktech
ID: 39012754
Still working with Microsoft on this issue.
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Accepted Solution

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tucktech earned 0 total points
ID: 39113216
still working with Microsoft on this issue. To resolve it temporarily I have disabled protected view for Word, Excel and Powerpoint.  I am closing question because I have a work around.
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Author Closing Comment

by:tucktech
ID: 39123688
This is a work around and it works.  It is not the best solution and Microsoft has not been able to address my issues so I don't want to keep the answer open any longer waiting for Microsoft.
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