Tuesday, March 3, 2015

Office Web App cannot open Office Documents in office client


Recently, one of my user reported a issue that he is not able to open the office document in office client from office web app. User was presented with below error while trying to open document from office web app.

"To open this document (or presentation or spreadsheet), your computer must be running a version of Microsoft <Office Application> and a browser that supports opening files directly from the Office Online."

Probable Cause

It took some time for me to find the root cause. I have validated user's browser & office versions and they are all fine in terms of versions and user was using IE-9 32-bit and Office-2010 32 bit.

During the analysis I came to know that user also installed Microsoft Visio 2013 version for business need. It means that multiple versions of office product installed on same laptop which cause the "SharePoint OpenDocument class" i.e. OWSSUPP.dll. The version of the dll starts with 15.****. It means that right dll is not registered to open the document from web app. This add-on is for IE and is the integration add-on for opening the documents from SharePoint.

To check the version of the SharePoint OpenDocuments Class Add-On (OWSSUPP.DLL) open Internet Explorer when the error is showing and go to Tools > Manage Add-ons. In Manage Add-ons click on SharePoint OpenDocuments Class and notice the version:

12.0.. stands for Office 2007

14.0.. stands for Office 2010

15.0.. stands for Office 2013


To resolve this issue you must disable SharePoint Support in any previous version of Office installed on the machine and then repair Office 2010.

Follow below steps to uninstall process

1) Go to Control Panel, Programs, Uninstall a Program.

2) For each Office program that is not an Office 2010 program, select the item and click Change, Choose Add or Remove Features, Click Continue.

3) In Installation Options, expand Office Tools, Click Windows SharePoint Service Support, Choose Not Available, Click Continue. You must do this for all Office family programs that are not Office 2010 including earlier versions of Office Project or Visio.

4) Once configuration is complete, in Programs, click Office 2010, click Change, Choose Repair, Click Continue.

Note: A reboot will be required after the Repair completes

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