troubleshooting Question

OOS and sharepoint 2013 "Sorry, PowerPoint online Ran into a problem..."

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CLR Benjamin asked on
Microsoft OfficeMicrosoft SharePointOffice Suites-OtherWindows Server 2012Windows Server 2016
8 Comments1 Solution2586 ViewsLast Modified:
Hi,

We have a problem on Sharepoint 2013 with Office online server.

Everything is working well except powerpoint :
zef.PNG
Here the ULS errors :

01/18/2019 18:47:41.54 	w3wp.exe (0x38BC)                       	0x30DC	Office Online                 	PowerPoint Animation          	a23u	Monitorable	Pipe application exception caught when executing web method handler: Microsoft.Office.Server.Powerpoint.Pipe.Interface.PipeApplicationException: ErrorWacConversionWorkerException     à Microsoft.Office.Web.Common.AsyncResult`1.WaitForCompletion()     à Microsoft.Office.Server.Powerpoint.Web.Services.PptViewingService.EndGetImageResourceInternal(IAsyncResult result)     à Microsoft.Office.Server.Powerpoint.Web.Services.WebMethodExecuteHandler.ExecuteInternal(HttpContext context, Func`1 webMethodHandler, IPerfEventHandler perfEventHandler, Boolean fCheckWebIsEnabled, Boolean fSetAffinity)  WacConversionResultErrorInfo; ItemRetrivalStatus: ConversionError; ErrorCode: ErrorWacConversionWorkerException; ConversionResult: WorkerException;.	fe2c73fb-00b5-4023-8304-5aecf0b58021
01/18/2019 18:47:41.54 	w3wp.exe (0x38BC)                       	0x30DC	Office Online                 	PowerPoint Animation          	apvsm	Monitorable	Exception Translated to ErrorCode: ErrorCode=ErrorWacConversionWorkerException, ErrorTitle:{webappfull}, ErrorMessageDésolé... {webappshort} ne peut pas ouvrir ce document, car une erreur s’est produite. Pour afficher ce document, veuillez l’ouvrir dans {richclientfull}., ErrorActions=Close, OpenInClient ,ExceptionThrown=Microsoft.Office.Server.Powerpoint.Pipe.Interface.PipeApplicationException: ErrorWacConversionWorkerException     à Microsoft.Office.Web.Common.AsyncResult`1.WaitForCompletion()     à Microsoft.Office.Server.Powerpoint.Web.Services.PptViewingService.EndGetImageResourceInternal(IAsyncResult result)     à Microsoft.Office.Server.Powerpoint.Web.Services.WebMethodExecuteHandler.ExecuteInternal(HttpContext context, Func`1 webMethodHandler, IPerfEventHandler perfEventHandler, Boolean fCheckWebIsEnabled, Boolean fSetAffinity)  WacConversionResultErrorInfo; ItemRetrivalStatus: ConversionError; ErrorCode: ErrorWacConversionWorkerException; ConversionResult: WorkerException;	fe2c73fb-00b5-4023-8304-5aecf0b58021


WacConversionResultErrorInfo; ItemRetrivalStatus: ConversionError; ErrorCode: ErrorWacConversionWorkerCrashed; ConversionResult: WorkerCrashed;	d7619cc7-db13-4922-8fe5-7008f81dac10
01/18/2019 18:49:26.30 	w3wp.exe (0x38BC)                       	0x2510	Office Online                 	PowerPoint Animation          	ayycw	Medium  	PipeManager::OnRequestComplete - Exception occurred while executing the request	d7619cc7-db13-4922-8fe5-7008f81dac10
01/18/2019 18:49:26.30 	w3wp.exe (0x38BC)                       	0x2510	Office Online                 	WAC Server Side Render        	amsva	Medium  	AsyncResult::SetCompleted - Completed with unthrown exception Microsoft.Office.Server.Powerpoint.Pipe.Interface.PipeApplicationException: ErrorWacConversionWorkerCrashed     à Microsoft.Office.Server.Powerpoint.Pipe.Web.WacViewServices.EndGetItem(IAsyncResult asyncResult)     à Microsoft.Office.Server.Powerpoint.Pipe.Interface.ResourceRequest.End(IAsyncResult asyncResult)     à Microsoft.Office.Server.Powerpoint.Pipe.Interface.PipeManager.OnRequestComplete(IAsyncResult result)  WacConversionResultErrorInfo; ItemRetrivalStatus: ConversionError; ErrorCode: ErrorWacConversionWorkerCrashed; ConversionResult: WorkerCrashed;	d7619cc7-db13-4922-8fe5-7008f81dac10
01/18/2019 18:49:26.30 	w3wp.exe (0x38BC)                       	0x2510	Office Online                 	PowerPoint Animation          	a5uhx	Medium  	Get Presentation Failed - GetPresentationWithSlideById	d7619cc7-db13-4922-8fe5-7008f81dac10
01/18/2019 18:49:26.30 	w3wp.exe (0x38BC)                       	0x2510	Office Online                 	PowerPoint Animation          	a23u	Monitorable	Pipe application exception caught when executing web method handler: Microsoft.Office.Server.Powerpoint.Pipe.Interface.PipeApplicationException: ErrorWacConversionWorkerCrashed     à Microsoft.Office.Web.Common.AsyncResult`1.WaitForCompletion()     à Microsoft.Office.Server.Powerpoint.Web.Services.PptViewingService.EndGetPresentationInternal(IAsyncResult result)     à Microsoft.Office.Server.Powerpoint.Web.Services.PptViewingService.OnFinishGetPresentationPart(IAsyncResult result)  WacConversionResultErrorInfo; ItemRetrivalStatus: ConversionError; ErrorCode: ErrorWacConversionWorkerCrashed; ConversionResult: WorkerCrashed;.	d7619cc7-db13-4922-8fe5-7008f81dac10
01/18/2019 18:49:26.30 	w3wp.exe (0x38BC)                       	0x2510	Office Online                 	PowerPoint Animation          	apvsm	Monitorable	Exception Translated to ErrorCode: ErrorCode=ErrorWacConversionWorkerCrashed, ErrorTitle:{webappfull}, ErrorMessageDésolé... {webappshort} ne peut pas ouvrir ce document, car une erreur s’est produite. Pour afficher ce document, veuillez l’ouvrir dans {richclientfull}., ErrorActions=Close, OpenInClient ,ExceptionThrown=Microsoft.Office.Server.Powerpoint.Pipe.Interface.PipeApplicationException: ErrorWacConversionWorkerCrashed     à Microsoft.Office.Web.Common.AsyncResult`1.WaitForCompletion()     à Microsoft.Office.Server.Powerpoint.Web.Services.PptViewingService.EndGetPresentationInternal(IAsyncResult result)     à Microsoft.Office.Server.Powerpoint.Web.Services.PptViewingService.OnFinishGetPresentationPart(IAsyncResult result)  WacConversionResultErrorInfo; ItemRetrivalStatus: ConversionError; ErrorCode: ErrorWacConversionWorkerCrashed; ConversionResult: WorkerCrashed;	d7619cc7-db13-4922-8fe5-7008f81dac10
01/18/2019 18:49:26.30 	w3wp.exe (0x38BC)                       	0x2510	Office Online                 	WAC Server Side Render        	ayxib	Medium  	Librarian::OnConversionResponseReceived; FrontEndTimeElapsed: 3195.9623	d7619cc7-db13-4922-8fe5-7008f81dac10
01/18/2019 18:49:26.30 	w3wp.exe (0x38BC)                       	0x428C	Office Online                 	OneNote Online S2S            	af46w	Medium  	WACServer HttpModule: Completed request with status code [200]	d7619cc7-db13-4922-8fe5-7008f81dac10
01/18/2019 18:49:26.33 	w3wp.exe (0x38BC)                       	0x33A8	Office Online                 	OneNote Online S2S            	ajba4	Medium  	WAC Server HttpModule: Beginning request at target [UREDACTED_(t8iD9U+LTqIcyvQhM5/RdYGNNlMOvEBR1dei0Bt+dJM=)] in session [70a89963-c289-48ea-b295-2f8e6f1632ca] server build [16.0.10338.20039] client build [16.0.10338.20039]	ec3e6355-4dbc-4986-9fe3-f7b75e99e4f2
01/18/2019 18:49:26.33 	w3wp.exe (0x38BC)                       	0x33A8	ULS Logging                   	Logging Correlation Data      	xmnv	Medium  	UserSessionId=70a89963-c289-48ea-b295-2f8e6f1632ca	ec3e6355-4dbc-4986-9fe3-f7b75e99e4f2
01/18/2019 18:49:26.33 	w3wp.exe (0x38BC)                       	0x33A8	ULS Logging                   	Logging Correlation Data      	xmnv	Medium  	UserSessionId=70a89963-c289-48ea-b295-2f8e6f1632ca	ec3e6355-4dbc-4986-9fe3-f7b75e99e4f2
01/18/2019 18:49:26.33 	Browser (0x0000) @ w3wp.exe (0x38BC)    	0x33A8	Office Online                 	PowerPoint View               	bx9m8	Medium  	[2019-01-18T17:49:23.018Z] BrowserTechnology: WebGL	ec3e6355-4dbc-4986-9fe3-f7b75e99e4f2
01/18/2019 18:49:26.33 	Browser (0x0000) @ w3wp.exe (0x38BC)    	0x33A8	Office Online                 	Office Online Apps For Office 	bg09v	Medium  	[2019-01-18T17:49:23.047Z] HighContrastDetector.ctor: IsInHighContrastMode=[false], HighContrastColors=[]	ec3e6355-4dbc-4986-9fe3-f7b75e99e4f2
01/18/2019 18:49:26.33 	Browser (0x0000) @ w3wp.exe (0x38BC)    	0x33A8	Services Infrastructure       	Service Definitions           	atjkm	Medium  	[2019-01-18T17:49:23.096Z] Enabled.	ec3e6355-4dbc-4986-9fe3-f7b75e99e4f2
01/18/2019 18:49:26.33 	Browser (0x0000) @ w3wp.exe (0x38BC)    	0x33A8	Services Infrastructure       	Service Definitions           	atjku	Medium  	[2019-01-18T17:49:23.096Z] Allow receiving : BlurFocus	ec3e6355-4dbc-4986-9fe3-f7b75e99e4f2
01/18/2019 18:49:26.33 	Browser (0x0000) @ w3wp.exe (0x38BC)    	0x33A8	Services Infrastructure       	Service Definitions           	atjku	Medium  	[2019-01-18T17:49:23.096Z] Allow receiving : GrabFocus	ec3e6355-4dbc-4986-9fe3-f7b75e99e4f2
01/18/2019 18:49:26.33 	Browser (0x0000) @ w3wp.exe (0x38BC)    	0x33A8	Services Infrastructure       	Service Definitions           	atjku	Medium  	[2019-01-18T17:49:23.096Z] Allow receiving : Host_PerfTiming	ec3e6355-4dbc-4986-9fe3-f7b75e99e4f2
01/18/2019 18:49:26.33 	Browser (0x0000) @ w3wp.exe (0x38BC)    	0x33A8	Services Infrastructure       	Service Definitions           	az6rx	Medium  	[2019-01-18T17:49:23.096Z] Host is not listed to send PostMessageReady postmessage setting it default value	ec3e6355-4dbc-4986-9fe3-f7b75e99e4f2
01/18/2019 18:49:26.33 	Browser (0x0000) @ w3wp.exe (0x38BC)    	0x33A8	Office Online                 	PowerPoint View               	aowqh	Medium  	[2019-01-18T17:49:26.350Z] Action Finished: ActionName=PPTe.$Ak ; ActionID=d288b905-b0e4-4df1-9114-864303744aba; ActionStartTime=1/18/2019 17:49:23.104; ActionEndTime=1/18/2019 17:49:26.350; ActionElapsedTimeMs=3246; TaskType=PPTe.$Ak;TaskStartTime=1/18/2019 17:49:23.104;TaskResult=Failure;numRetries=0;TaskFinishedTime=1/18/2019 17:49:26.350;TaskElapsedTimeMs=3246;TaskErrorCode=5341255;TaskErrorMessage=Désolé... {webappshort} ne peut pas ouvrir ce document, car une erreur s’est produite. Pour afficher ce document, veuillez l’ouvrir dans {richclientfull}.;TaskErrorCorrelationId=d7619cc7-db13-4922-8fe5-7008f81dac10;CorrelationId=d7619cc7-db13-4922-8fe5-7008f81dac10;RequestInvokedTime=1/18/2019 17:49:23.108;RequestDurationMS=3238;	ec3e6355-4dbc-4986-9fe3-f7b75e99e4f2
01/18/2019 18:49:26.33 	Browser (0x0000) @ w3wp.exe (0x38BC)    	0x33A8	Office Online                 	PowerPoint Designer           	arqex	Unexpected	[2019-01-18T17:49:26.351Z] CallWebserviceTask::HandleWebserviceError Webservice call failed. Task: (PPTe.$Ak-0.31088081783664306) Error: BSQMErrorCode = 5341255, Title = {webappfull}, Message = Désolé... {webappshort} ne peut pas ouvrir ce document, car une erreur s’est produite. Pour afficher ce document, veuillez l’ouvrir dans {richclientfull}., RecommendedActions = 6, CorrelationId = d7619cc7-db13-4922-8fe5-7008f81dac10	ec3e6355-4dbc-4986-9fe3-f7b75e99e4f2
01/18/2019 18:49:26.33 	w3wp.exe (0x38BC)                       	0x33A8	Office Online                 	OneNote Online S2S            	af46w	Medium  	WACServer HttpModule: Completed request with status code [200]	ec3e6355-4dbc-4986-9fe3-f7b75e99e4f2
01/18/2019 18:49:26.34 	w3wp.exe (0x3738)                       	0x2E18	Office Online                 	Clip Web Service              	bsotx	Medium  	Created Sandbox process	d7619cc7-db13-4922-8fe5-7008f81dac10
01/18/2019 18:49:26.34 	w3wp.exe (0x3738)                       	0x2E18	Office Online                 	Clip Web Service              	bsoty	Medium  	Sandbox process started	d7619cc7-db13-4922-8fe5-7008f81dac10
01/18/2019 18:49:26.34 	w3wp.exe (0x3738)                       	0x2E18	Office Online                 	WAC Server Side Render        	2brt	Medium  	AppWorker:9470407d-98d1-44da-b7a3-8f3e6c3e728e worker process is started Exe: AppServerHost.exe Args: /id 9470407d-98d1-44da-b7a3-8f3e6c3e728e /convertingService net.pipe://127.0.0.1/267af63d-3e75-43b6-9474-94997599c0ff /assembly Microsoft.Office.Server.Powerpoint.Core.WebConversion.dll /type PowerPointServer.PowerPointServer /IsBatchedTracing True /LogQuota 10000 /RunInAppContainer False WorkerType: WorkerType2 Directory: c:\windows\system32\inetsrv, pid : 18952, IsSandBoxed: True, UniqueSandBoxSid: S-1-5-21-1734954099-2974943576	d7619cc7-db13-4922-8fe5-7008f81dac10
01/18/2019 18:49:26.34 	w3wp.exe (0x3738)                       	0x2E18	Office Online                 	WAC Server Side Render        	vioz	Medium  	RemoveWorker isRemoved: True session id : uuid:67562c88-fec9-4adc-9bf5-074275be4d88;id=1, Guid: a918f256-73a6-414a-8e7f-aaff767f789a	d7619cc7-db13-4922-8fe5-7008f81dac10
01/18/2019 18:49:26.34 	w3wp.exe (0x3738)                       	0x2E18	Office Online                 	WAC Server Side Render        	b4em	Monitorable	Conversion failed. [result=WorkerException, Worker=PowerPointServer]	d7619cc7-db13-4922-8fe5-7008f81dac10
01/18/2019 18:49:26.34 	w3wp.exe (0x3738)                       	0x2E18	Office Online                 	WAC Server Side Render        	abega	Medium  	Recycling worker a918f256-73a6-414a-8e7f-aaff767f789a because conversion failed.	d7619cc7-db13-4922-8fe5-7008f81dac10
01/18/2019 18:49:26.34 	w3wp.exe (0x3738)                       	0x2E18	Office Online                 	WAC Server Side Render        	xpre	Medium  	Removing worker a918f256-73a6-414a-8e7f-aaff767f789a, thread: 29	d7619cc7-db13-4922-8fe5-7008f81dac10
01/18/2019 18:49:26.34 	w3wp.exe (0x3738)                       	0x2E18	Office Online                 	WAC Server Side Render        	vioz	Medium  	RemoveWorker isRemoved: False session id : uuid:67562c88-fec9-4adc-9bf5-074275be4d88;id=1, Guid: a918f256-73a6-414a-8e7f-aaff767f789a	d7619cc7-db13-4922-8fe5-7008f81dac10
01/18/2019 18:49:26.34 	w3wp.exe (0x3738)                       	0x2E18	Office Online                 	WAC Server Side Render        	a2oj	Medium  	PreProcessTime = 0.1404036; InConversionQueueTime = 0.6084156; ResponseTime = 2.3556604; TotalConversionTime = 2.418062; AvgPreProcessTime = 0; AvgInConversionQueueTime = 0; AvgResponseTime = 0; AvgTotalConversionTime = 0; historyCount = 0; result = WorkerException; format = PowerPointExtraExtraLarge; WorkerType = WorkerType2; RequestId = 39ef46a9-ba6f-421a-a058-61378014c85f	d7619cc7-db13-4922-8fe5-7008f81dac10
01/18/2019 18:49:26.34 	w3wp.exe (0x3738)                       	0x1AC0	Office Online                 	WAC Server Side Render        	b9d8j	Medium  	Worker capacity usage - WorkerName:PowerPointServer, Used:0, Total:7	 
01/18/2019 18:49:26.36 	w3wp.exe (0x3738)                       	0x39DC	Office Online                 	WAC Server Side Render        	4sig	Medium  	ChildProcess AppServerHost.exe is launched inside worker 9470407d-98d1-44da-b7a3-8f3e6c3e728e. Pid 18952	9470407d-98d1-44da-b7a3-8f3e6c3e728e
01/18/2019 18:49:26.36 	w3wp.exe (0x3738)                       	0x39DC	Office Online                 	WAC Server Side Render        	d9hn	Medium  	NotifyNewChildProcessInWorker has seen AppServerHost.exe in worker 9470407d-98d1-44da-b7a3-8f3e6c3e728e	9470407d-98d1-44da-b7a3-8f3e6c3e728e
01/18/2019 18:49:26.36 	w3wp.exe (0x3738)                       	0x2E18	Office Online                 	WAC Server Side Render        	3j2r	Medium  	DocumentInfoStore.BeginUpdateDocumentInfo(71e91a5218998802a2aead8d7cf3fcbcae1c712490263c863af92b58e8e1734c, _v00000000-0000-0000-0000-00000000171d, WorkerException, Microsoft.Office.Web.Common.RequestPipe.BackendStoreItemLocation)	d7619cc7-db13-4922-8fe5-7008f81dac10

Here my version : 16.0.10338.20039


I don't know where is the problem...

I checked everything, even the hosts allowed  (get-officewebappshost) and my domains are allowed...

I installed the latest update : wacserver2019-kb4461633-fullfile-x64-glb

Do you have an idea?

The last thing, maybe the cause, I have OOS on server 2008 R2, should I migrate to 2016 datacenter?

Thanks in advance!
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