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Users are unable to work with Excel Web App files

    Question

  • Hello all,

    I have a very strange problem - users are unable to work with excel files via Office Web Apps. They open the file in the browser, update it leave it for a while doing something else and when they come back to the file again the following error message is displayed: 

    • No Longer Connected to the Server
      There were communication or server problems and you are no longer connected. Some recent changes might have been lost. Please refresh the page.
      Reload to get the latest version of the workbook.

    3 or 4 people are working on the file a the same time.

    Inside the ULs logs I found the following messages:

    1. Access denied
    2. SPRequest.GetFileAndFolderProperties: UserPrincipalName=i:0).w|s-1-5-21-839522115-1532298954-1801674531-776181, AppPrincipalName= ,bstrUrl=http://mycompany.com/sites/dps-ls/internal/W10-adoption ,bstrStartUrl=Shared Documents/ExcelFile.xlsx ,ListDocsFlags=16400 ,bThrowException=True
    3. System.UnauthorizedAccessException: Access denied., StackTrace:  

         at Microsoft.SharePoint.SPWeb.GetFileOrFolderProperties(String strUrl, ListDocsFlags listDocsFlags, Boolean throwException, SPBasePermissions& permMask)    

        at Microsoft.SharePoint.SPFile.PropertiesCore(Boolean throwException)    
        at Microsoft.SharePoint.SPFile.get_EffectiveRawPermissions()    
        at Microsoft.SharePoint.SoapServer.Wopi.GetWopiPermissions(SPFile file, SPSite site, WopiTokenContext tokenContext)    
        at Microsoft.SharePoint.SoapServer.Wopi.ObjectsFromWopiContext(HttpContext context, CommonRequestData data, CommonResponseData responseData, Boolean isFolderNotFile)    
        at Microsoft.SharePoint.SoapServer.Wopi.InitAndValidateForFile(HttpContext context, CommonRequestData requestData, CommonResponseData responseData)    
        at Microsoft.SharePoint.SoapServer.Wopi.RunCheckFile(HttpContext context, CommonRequestData requestData, CommonResponseData responseData)    
        at Microsoft.SharePoint.SoapServer.Wopi.ProcessRequestCore(HttpContext context, CommonRequestData requestData, CommonResponseData responseData)    
        at Microsoft.SharePoint.SoapServer.Wopi.ProcessRequest(HttpContext context)    
        at System.Web.HttpApplication.CallHandlerExecutionStep.System.Web.HttpApplication.IExecutionStep.Execute()    
        at System.Web.HttpApplication.ExecuteStep(IExecutionStep step, Boolean& completedSynchronously)    
        at System.Web.HttpApplication.PipelineStepManager.ResumeSteps(Exception error)    
        at System.Web.HttpApplication.BeginProcessRequestNotification(HttpContext context, AsyncCallback cb)    
        at System.Web.HttpRuntime.ProcessRequestNotificationPrivate(IIS7WorkerRequest wr, HttpContext context)    
        at System.Web.Hosting.PipelineRuntime.ProcessRequestNotificationHelper(IntPtr rootedObjectsPointer, IntPtr nativeRequestContext, IntPtr moduleData, Int32 flags)    
        at System.Web.Hosting.PipelineRuntime.ProcessRequestNotification(IntPtr rootedObjectsPointer, IntPtr nativeRequestContext, IntPtr moduleData, Int32 flags)    
        at System.Web.Hosting.UnsafeIISMethods.MgdIndicateCompletion(IntPtr pHandler, RequestNotificationStatus& notificationStatus)    
        at System.Web.Hosting.UnsafeIISMethods.MgdIndicateCompletion(IntPtr pHandler, RequestNotificationStatus& notificationStatus)    
        at System.Web.Hosting.PipelineRuntime.ProcessRequestNotificationHelper(IntPtr rootedObjectsPointer, IntPtr nativeRequestContext, IntPtr moduleData, Int32 flags)    
        at System.Web.Hosting.PipelineRuntime.ProcessRequestNotification(IntPtr rootedObjectsPointer, IntPtr nativeRequestContext, IntPtr moduleData, Int32 flags)

    4. WOPI (CheckFile) - UnauthorizedAccessException in ObjectsFromWopiContext: http://mycompany.com/sites/dps-ls/internal/W10-adoption/_vti_bin/wopi.ashx/files/50664fd58a0c43699d021f01ffe35825?access_token=eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsIng1dCI6IjZHZ21xV0Q4a3FQdEZ5QWtva3JheExKbWUxRSJ9.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.GqU_988tSX6Ay-pkRhewBvqa0RVqo_muyL-JxJofaLjCOglZWYdtf2YUAPxEl_20j0M1LbmSDMboN7D8-1ath82NM6ilMHpL7CJ-x6UmEI0L7_ZaIfgWHc-P4ATQ1K4U4BHYFJrPgvoLiYeaLwUZy6PJGU6F8q8AA8fLXuEfqVZ94ZwGr44f0KsB7kUwZzkFcWk-y2Iv4lExholBAovY19foNn7MLVSCt_b5d2OZ40K5pLt9MJPmgUQnyPQXZsomY7lLou5Qa1AlayhXNJqcCIMbW_JCreDJWbtQupKl2lNxUpmoNzQX88W1Meuwbt6BcjtfyIc8Hx1A5y7EvAyCLw&access_token_ttl=1491422041675 CALLER-[machine: OFFWEB01, version: 15.0.4543.1000, CorrelationId: 09307d82-db05-4390-a310-90ba6b7241b9, e: System.UnauthorizedAccessException: Access denied.    

     at Microsoft.SharePoint.SPGlobal.HandleUnauthorizedAccessException(UnauthorizedAccessException ex)    

    at Microsoft.SharePoint.Library.SPRequest.GetFileAndFolderProperties(String bstrUrl, String bstrStartUrl, ListDocsFlags ListDocsFlags, Boolean bThrowException, Int32& phrStatus, Object& pvarFiles, Object& pvarDirs, UInt32& pdwNumberOfFiles, UInt32& pdwNumberOfDirs)    

    at Microsoft.SharePoint.SPWeb.GetFileOrFolderProperties(String strUrl, ListDocsFlags listDocsFlags, Boolean throwException, SPBasePermissions& permMask)    

    at Microsoft.SharePoint.SPFile.PropertiesCore(Boolean throwException)    

    at Microsoft.SharePoint.SPFile.get_EffectiveRawPermissions()    

    at Microsoft.SharePoint.SoapServer.Wopi.GetWopiPermissions(SPFile file, SPSite site, WopiTokenContext tokenContext)    

    at Microsoft.SharePoint.SoapServer.Wopi.ObjectsFromWopiContext(HttpContext context, CommonRequestData data, CommonResponseData responseData, Boolean isFolderNotFile)]

    5. WOPI (CheckFile) - UPA Appears to be out of sync: http://mycompany.com/sites/dps-ls/internal/W10-adoption/_vti_bin/wopi.ashx/files/50664fd58a0c43699d021f01ffe35825?access_token=eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiIsIng1dCI6IjZHZ21xV0Q4a3FQdEZ5QWtva3JheExKbWUxRSJ9.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.GqU_988tSX6Ay-pkRhewBvqa0RVqo_muyL-JxJofaLjCOglZWYdtf2YUAPxEl_20j0M1LbmSDMboN7D8-1ath82NM6ilMHpL7CJ-x6UmEI0L7_ZaIfgWHc-P4ATQ1K4U4BHYFJrPgvoLiYeaLwUZy6PJGU6F8q8AA8fLXuEfqVZ94ZwGr44f0KsB7kUwZzkFcWk-y2Iv4lExholBAovY19foNn7MLVSCt_b5d2OZ40K5pLt9MJPmgUQnyPQXZsomY7lLou5Qa1AlayhXNJqcCIMbW_JCreDJWbtQupKl2lNxUpmoNzQX88W1Meuwbt6BcjtfyIc8Hx1A5y7EvAyCLw&access_token_ttl=1491422041675 CALLER-[machine: OFFWEB01, version: 15.0.4543.1000, CorrelationId: 09307d82-db05-4390-a310-90ba6b7241b9]

    I checked the internet regarding the UPA Appears to be out of sync and the suggestions were to start full sync which I did, but the problem still occurs.

    Any help or suggestions to this one are much appreciated.


    Please remember to mark the replies as an answers if they help and unmark them if they provide no help.

    Wednesday, April 05, 2017 12:26 PM

All replies

  • Hi Aleksandar,

    To troubleshoot your issue, try the following:

    Clear the browser cache and login again.

    Use another browser to check if the issue exists.

    Besides, try to go to user profile service application->manage user profiles to delete the user who encounter the issue from User profile and then start full sync.

    Best regards,

    Grace Wang

    Please remember to mark the replies as answers if they help.
    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com

    Thursday, April 06, 2017 11:03 AM
  • Thanks for answering Grace WR.

    I will be surprised if it will work with another browser than IE, but will try it.

    Here is the message I received:

    And when I reload the page some of the changes are gone, which is, in my opinion buggy.

    Will also try to remove the user profile, but this will be a nightmare if I have to do it for 5000 users. 


    Please remember to mark the replies as an answers if they help and unmark them if they provide no help.

    Thursday, April 06, 2017 12:53 PM
  • Most likely security token issue. Here is a good resource to make sure all configs were made correctly:

    https://technet.microsoft.com/en-us/library/ff431687.aspx?f=255&MSPPError=-2147217396 

    Hope this helps.

    Thursday, April 06, 2017 8:26 PM
  • Hi,

    Is it happening for all type of excel file or only the excel files which have any external data connection if so please go to the Data connection – Properties and check this

    Actually  this option prevents this connection from refreshing data when you or others click the Refresh All button. This is useful when you want to avoid data refresh errors, such as timeout errors for a particular connection in Excel Services.

    You must use Excel to define external data connections for a workbook. You cannot define such settings while viewing a workbook in a browser window. The settings that you specify by using Excel are preserved when you publish a workbook to a SharePoint library

    To specify data refresh options, choose the Properties button for a particular data connection in Excel. The following table provides a brief description of various data refresh options that you can select.

    Thre are tree options there you can select the last one that is Refresh this connection on Refresh All

    When selected, this option refreshes the data when you or other users click the Refresh All button.

    When unselected, this option prevents this connection from refreshing data when you or others click the Refresh All button. This is useful when you want to avoid data refresh errors, such as timeout errors for a particular connection in Excel Services.

    Also check your Excel Service application setting by going to Central admin – Application Management – Service application – Click on Excel Service application – Click on Global Setting - Connection Lifetime – set here around 20000, and to bottom of the page you will see one option Use an existing Unattended Service Account:  are you using Unattended Service account or any user account is there, It is recommended to use Unattended Service account that will be an app ID account 


    KRISHANA KUMAR

    SharePoint Architect

    Mosstechnet-kk.com

     

    Please click "Mark As Answer" if this post solves your problem or "Vote As Helpful" if it was useful

    Thursday, April 06, 2017 9:00 PM
  • Hello Krishana,

    thank you for your reply but in my case I don't use external data source. But definitely I will check excel services settings, thanks for this hint.


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    Friday, April 07, 2017 8:51 AM
  • Hi Aleksandar,

    Is there any update?

    Best regards,

    Grace Wang


    Please remember to mark the replies as answers if they help.
    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com

    Sunday, April 16, 2017 6:31 AM
  • No updates unfortunately, the issue still persists.

    None of the suggestions actually made any difference.

    As a next step is to install August 2016 OWA update and the latest security update.


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    Monday, April 17, 2017 3:16 PM
  • Hi Aleksandar,

    Does Installing Update help you resolve this issue?

    Best regards,

    Grace Wang


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    Tuesday, April 25, 2017 8:46 AM
  • Hi Grace WR,

    last OWA update (March 2017) was installed last weekend and I also update some settings. I leave the both cache locations to their default place (C:\ drive) and changed only the ULS log location.

    For now looks more stable, but needs time to prove it.


    Please remember to mark the replies as an answers if they help and unmark them if they provide no help.

    Tuesday, April 25, 2017 8:56 AM
  • Hi Aleksandar,

    Thanks for your update and sharing.

    Have a nice day!

    Best regards,

    Grace Wang


    Please remember to mark the replies as answers if they help.
    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com

    Tuesday, April 25, 2017 9:00 AM