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How to Fix SharePoint Open in App Errors for Office Documents
Question details
The user is unable to open SharePoint files in desktop Office applications despite browser access working properly.
- Product
- Microsoft SharePoint
- Device & OS
- not provided
- Scenario
- Attempting to open a SharePoint document using the Open in App functionality.
- Observed behavior
- Files open correctly in the browser but fail to launch in the desktop app, displaying errors such as 'Cannot download the information requested' or 'the server is not responding'.
Ensure you have a stable internet connection and verify that you are signed into your Microsoft 365 desktop applications with the correct account credentials.
Update Microsoft 365 Apps
Updating your Office applications to the latest version can resolve compatibility bugs and server connection issues with SharePoint.
Often, communication errors between SharePoint online and desktop applications are caused by outdated software versions. Forcing a manual update can patch these integration bugs.
Launch Microsoft Word or Excel on your desktop.
Click on 'File' in the top-left corner, then select 'Account' from the left-hand menu.
Under Product Information, click on 'Update Options' and select 'Update Now'.
Wait for the updates to download and install. Once finished, restart your computer and try opening the SharePoint document again.
Perform an Online Repair of Office
If updating does not work, repairing the Office installation can fix corrupted system files that prevent SharePoint documents from opening.
Sync Library to Local Device
As a workaround, you can sync the SharePoint document library to your computer and open files directly from your File Explorer.
Use WPS Office as a Lightweight Alternative
If Microsoft 365 Apps are causing persistent sync errors and server timeouts, consider switching to WPS Office. It is a highly compatible, free, and lightweight office suite that seamlessly handles Word, Excel, and PowerPoint files.
- 1. Download WPS Office: Visit the official WPS website and download the free installation package for your operating system.
- 2. Install the Software: Run the installer and follow the on-screen instructions to quickly set up WPS Office on your device.
- 3. Open Downloaded Documents: Download your SharePoint files locally and open them with WPS Office for seamless, error-free editing.
Frequently Asked Questions
Why does SharePoint say 'Cannot download the information requested'?
This error typically occurs due to an outdated Office desktop application, a corrupted Microsoft 365 activation state, or temporary network connection issues between your desktop software and SharePoint servers.
Can I still edit my SharePoint files if the desktop app fails?
Yes, SharePoint allows you to edit files directly in the web browser. If the desktop app fails to open the document, selecting 'Open in Browser' is a reliable workaround to continue your work immediately.
How do I reset my Microsoft 365 activation state?
Resetting the activation state involves signing out of all Office applications, clearing Windows credentials related to Office from the Credential Manager, and then signing back into your Office applications to refresh the connection.
