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Office Web Apps - Word and PowerPoint Viewers not working

    Question

  • Hi guys,

    we've recently installed the Office Web Apps (with SP1) on top of our existing SharePoint 2010 SP1 environment. I can view excel files in browser no problems, but can't view Word or PowerPoint files, I get a SharePoint error saying "File Not Found". The Word and PowerPoint Viewing service are started, the appropriate Service apps created and assigned to my web app. The Site collection feature for Office Web apps is Enabled, and since the 2 service apps are running as my spfarm account, they have access to both the Content and Config dbs.

    Now, looking at the ULS Logs that match the correclation ID given on my "File Not Found" error, I get the following weird entries everytime I try to view or edit such a document in browser:

     

    (Reformatted for clarity)

    /*-*-*-*-*-*-*-*-*-*-*-*-*/

    11/23/2011 14:21:00.26 

    w3wp.exe (0x12C0)

     0x1018 

    SharePoint Foundation General 

    8kh7 

    High 

    Cannot complete this action.  Please try again. 

    ebea516f-de1b-44e2-a84d-81a0ce91ebd2

    /*-*-*-*-*-*-*-*-*-/

    11/23/2011 14:21:00.28

    w3wp.exe (0x12C0) 

    0x1018 

    SharePoint Foundation 

    General 

    8kh7 

    High 

    Stack trace: onetutil.dll: (unresolved symbol, module offset=00000000000A1A7D) at 0x000007FEEE681A7D onetutil.dll: (unresolved symbol, module offset=00000000000A2C3D) at 0x000007FEEE682C3D OWSSVR.DLL: (unresolved symbol, module offset=000000000000920E) at 0x000007FEE8A4920E OWSSVR.DLL: (unresolved symbol, module offset=000000000009F448) at 0x000007FEE8ADF448 mscorwks.dll: (unresolved symbol, module offset=00000000002BE757) at 0x000007FEFA51E757 Microsoft.SharePoint.Library.ni.dll: (unresolved symbol, module offset=00000000000F97C9) at 0x000007FEE91997C9 Microsoft.SharePoint.ni.dll: (unresolved symbol, module offset=0000000001AB2FB6) at 0x000007FEEBC12FB6 Microsoft.SharePoint.ni.dll: (unresolved symbol, module offset=0000000001ACEA3B) at 0x000007FEEBC2EA3B 

    ebea516f-de1b-44e2-a84d-81a0ce91ebd2

    /*-*-*-*-*-*-*-*-*-*-*-*/

    11/23/2011 14:23:00.49 

    w3wp.exe (0x1E20) 

    0x1DC8 

    SharePoint Foundation 

    General 

    8kh7 

    High 

    <nativehr>0x8000ffff</nativehr><nativestack>owssvr.dll: (unresolved symbol, module offset=00000000000FAFF7) at 0x000007FEE8B3AFF7 owssvr.dll: (unresolved symbol, module offset=00000000000FD48B) at 0x000007FEE8B3D48B mscorwks.dll: (unresolved symbol, module offset=00000000002BE757) at 0x000007FEFA51E757 Microsoft.SharePoint.Library.ni.dll: (unresolved symbol, module offset=000000000010DACC) at 0x000007FEE91ADACC Microsoft.SharePoint.ni.dll: (unresolved symbol, module offset=0000000001A9C2AB) at 0x000007FEEBBFC2AB Microsoft.SharePoint.ni.dll: (unresolved symbol, module offset=0000000001C45591) at 0x000007FEEBDA5591 Microsoft.SharePoint.ni.dll: (unresolved symbol, module offset=0000000001C45333) at 0x000007FEEBDA5333 Microsoft.SharePoint.ni.dll: (unresolved symbol, module offset=0000000001C4A26D) at 0x000007FEEBDAA26D Microsoft.SharePoint.ni.dll: (unresolved symbol, module offset=0000000001A6F866) at 0x000007FEEBBCF866 </nativestack> 

    dd2962ad-0790-4164-9189-dd594668953a
    /*-*-*-*-*-*-*-*-*-*-*/

     

    Anybody as a clue what may be wrong? I've tried installing it on three different copies of our environment, and each three are showing the same behavior.  Any help would be greatly appreciated. Thanks

     

    Nik


    Nikolas Charlebois-Laprade Microsoft Certified Professional Software Engineer and Project Manager http://nikcharlebois.sharepointspace.com
    Thursday, November 24, 2011 11:57 AM

Answers

  • Turns out an entry in the Modules section of the web.config was the source of the problem. The entry in question was added by a 3rd party component we used to handle certain translations on our site. Removing the entry, automatically fixed the issue.
    Nikolas Charlebois-Laprade Microsoft Certified Professional Software Engineer and Project Manager http://nikcharlebois.sharepointspace.com
    Saturday, November 26, 2011 7:39 PM

All replies

  • I had a similar issue some months ago (pre-SP1). In my case the error was caused by the identity of the Office Web App web service application pool. Farm Account is "too much". I registered a new managed account, changed the identity of the services and they began to work great.

    Too much permission sounds strange... but this was suggested by the MS Support.

    Cheers

    Riccardo


    Italian SharePoint Community: http://www.sharepointcommunity.it My Blog: http://blog.riccardocelesti.it My Profile: http://it.linkedin.com/in/riccardocelesti
    Thursday, November 24, 2011 12:28 PM
  • I've tried using a different account for the app pool without any success. What permissions did the new account used had on your DBs?
    Nikolas Charlebois-Laprade Microsoft Certified Professional Software Engineer and Project Manager http://nikcharlebois.sharepointspace.com
    Thursday, November 24, 2011 1:04 PM
  • No special permission. I only defined a Managed Account from the Central Admin UI.

    I search my inbox for the e-mail regarding this issue. I found this link http://support.microsoft.com/kb/2521084. After an IIS reset my OWAs started working good.

    Cheers
    Riccardo


    Italian SharePoint Community: http://www.sharepointcommunity.it My Blog: http://blog.riccardocelesti.it My Profile: http://it.linkedin.com/in/riccardocelesti
    Thursday, November 24, 2011 2:09 PM
  • Nothing's doing it. I had Todd Klindt suggest that the app pool account may need local admin privileges, but that didn't work either. I've also tried running the setup.exe application to repair the installation, but again, that didn't fix the issue.
    Nikolas Charlebois-Laprade Microsoft Certified Professional Software Engineer and Project Manager http://nikcharlebois.sharepointspace.com
    Thursday, November 24, 2011 5:30 PM
  • UPDATE: We have three different test environments where I have been able to replicate the issue. In one environment, we have a full replica of our Production environment. The copy of the production server in there has the "File Not Found Error". However, everything works on a developer's machine that has the same settings as the prod server.

    I then went ahead and replicated the same permissions for the [c:\Windows\temp] folder and the [http:<server url>/sites/Office_Viewing_Service_Cache sites. But still nothing is doing it. There are no files getting created anywhere in c:\windows\temp or in http://<server url>/sites/Office_Viewing_Service_Cache/ cache library.


    Nikolas Charlebois-Laprade Microsoft Certified Professional Software Engineer and Project Manager http://nikcharlebois.sharepointspace.com
    Friday, November 25, 2011 6:01 PM
  • UPDATE #2:

    Adding on to my first update, we have 2 servers:

    iZoneWFE Prod Machine where OWA doesn't work
    SPNik Dev Machine where OWA works

     

    I have uploaded the same Word document on both:

    Doc #1:

    http://izone/_layouts/WordViewer.aspx?id=SiteCollectionDocuments/iZone%202.0.1%20-%20Installation%20Notes.docx

    Gives the File Not Found error

     

    Doc #2:

    http://spnik/_layouts/WordViewer.aspx?id=/SiteCollectionDocuments/iZone%202.0.1%20-%20Installation%20Notes.docx

    Launches the Word Viewer correctly

    /*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*/

    The only difference here is that iZoneWFE is access via the short iZone DNS, but I'm not convince it is related. Trying to access the WordViewer.aspx page without the id parameter specified returns the same "File Not Found" error on both server. This seems to indicate that the first server is somehow not able to access the file located at the location specified in the ID paramaeter's value.

     


    Nikolas Charlebois-Laprade Microsoft Certified Professional Software Engineer and Project Manager http://nikcharlebois.sharepointspace.com
    Friday, November 25, 2011 6:41 PM
  • Here's the official error that gets logged everytime I try opening a Word document without success:

     

    Cannot complete this action. Please try again.<nativehr>0x80004005</nativehr><nativestack></nativestack>


    Nikolas Charlebois-Laprade Microsoft Certified Professional Software Engineer and Project Manager http://nikcharlebois.sharepointspace.com
    Friday, November 25, 2011 7:41 PM
  • Turns out an entry in the Modules section of the web.config was the source of the problem. The entry in question was added by a 3rd party component we used to handle certain translations on our site. Removing the entry, automatically fixed the issue.
    Nikolas Charlebois-Laprade Microsoft Certified Professional Software Engineer and Project Manager http://nikcharlebois.sharepointspace.com
    Saturday, November 26, 2011 7:39 PM
  • so im basically im new in sharepoint. im having the same problem like u. would u be kind enough give me detailed explaination on how u solve this problem? ^^
    • Edited by MRu_ Thursday, October 18, 2012 12:38 PM
    Thursday, October 18, 2012 12:38 PM