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Problems Opening Office Dcouments

Posted on 2016-09-27
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Last Modified: 2016-10-17
Recently we upgrade a domain and ever since then I have one user who cannot open Office Documents either locally or on the network. Word or Excel (Office 2016 32 bit) will freeze on Starting or we get an error message that the file is in use by that user. Here is what we have tried so far:

Windows 7 64 Bit OS
Running a repair install
Uninstalling Office via https://support.office.com/en-us/article/Uninstall-Office-2016-Office-2013-or-Office-365-from-a-PC-9dd49b83-264a-477a-8fcc-2fdf5dbf61d8?ui=en-US&rs=en-US&ad=US
Reinstalling
Scanning for viruses
Running SFC /Scannow (no errors)
Removing the system from the domain and rejoining it
Adding local user to Local Admin group
Testing from another login same results
Opening the file on a different system (and it opens)
Calling Microsoft Support and they could not figure it out

Any other ideas would be welcomed and appreciated
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13 Comments
 
LVL 4

Expert Comment

by:HypercubeTech
ID: 41818772
Check the addins and trusted sources.
File - options - trust center - settings - protected view.. uncheck them all and close and try again
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LVL 1

Author Comment

by:Leverage IT Consulting
ID: 41818777
We did that already and did not help
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LVL 4

Expert Comment

by:HypercubeTech
ID: 41818792
What if you create a document and save it, can you reopen?
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LVL 1

Author Comment

by:Leverage IT Consulting
ID: 41818795
Did that and we were able to open new documents not nothing already created
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LVL 4

Expert Comment

by:HypercubeTech
ID: 41818808
Thats all I can think of.. I'm sure you deleted the ~ temp file.
Other than that you'll probably have to format the machine.. good luck!
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LVL 1

Author Comment

by:Leverage IT Consulting
ID: 41818815
That's what I told my manager but he wanted me to run it by in here... I'll keep an eye on any other posting... thx!!!
0
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LVL 17

Expert Comment

by:bigeven2002
ID: 41818841
If I may, if you login as a different user on the same computer, will the office files open?  If so, then login as the original user, go to the directory below:

%appdata%\microsoft
Go to the excel subfolder, delete everything in that folder except the startup folder.

Go back a level then go to the templates folder, delete normal.dotm.

Go back a level again, go to the Word subdolder, delete the files within to the recycle bin except the startup folder.

Afterwards, start word and excel by themselves.  If you haven't already, go to file > options > addins and verify nothing is listed under disabled items.  Then close both word and excel.  Now try open the files to see if that works.
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LVL 1

Author Comment

by:Leverage IT Consulting
ID: 41818889
That solution did not work either... thx
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LVL 17

Expert Comment

by:bigeven2002
ID: 41818891
I see ok thanks for the update.  Are these files being opened from a network location?  What if you try copying to the local desktop and open from there?
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Expert Comment

by:jdmailny
ID: 41818984
What I would do is the following
1. Delete all temp files and folders on your workstation and server, these products sometimes use these areas to load and then load again functions that do not release itself.
2. The other thing I would do is create a short cut on your desktop to the drive you store these documents, then try pulling your document from there,
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LVL 47

Accepted Solution

by:
dbrunton earned 500 total points (awarded by participants)
ID: 41819253
Create another profile for that user and see if that works.

If it does then copy all of that user's files across from that profile to the new profile.  Retest and see if the problem goes away.
1
 
LVL 1

Author Comment

by:Leverage IT Consulting
ID: 41820563
Thank you dbrunton... that worked like a charm!!!
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LVL 47

Expert Comment

by:dbrunton
ID: 41846321
This solution seems to have worked according to the questioner's next comment below.

If no one seems to have objections I'll claim the points.
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