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PowerPoint Presentation Preview Error

    Question

  • In our SharePoint Online document libraries, when clicking on the ellipsis next to the name of a PowerPoint presentation file, the window pops up with the thumbnail-sized preview of the presentation and a few other pieces of information about the file.  After about 2 seconds, an alert box appears saying:

      ---------------------------

      Windows Internet Explorer

      ---------------------------

      To display the webpage again, the web browser needs to

      resend the information you've previously submitted.

     

      If you were making a purchase, you should click Cancel to

      avoid a duplicate transaction. Otherwise, click Retry to display

      the webpage again.

      ---------------------------

      Retry   Cancel  

      ---------------------------

    When you click "Retry" or "Cancel", PowerPoint Online will open in the browser window and display the following error:

      ---------------------------

      Microsoft PowerPoint Online

      ---------------------------

      Sorry, we couldn't open this presentation because we ran into

      a problem. Please try again.

      ---------------------------

      Session ID: xxxxx-xxx-xxx...

      ---------------------------

    No other information is provided.  At this point, PowerPoint Online cannot be used and the only option is to click the "Back" button on the browser.

    This error does not occur when previewing any other file types.  We have active licenses for PowerPoint Online.  Users can open the PowerPoint Online application and create new blank presentations without issue.

    Any assistance will be greatly appreciated.  Thanks!

    Tuesday, April 18, 2017 7:03 PM

All replies

  • Hi ChiMengXiong, 

    I need to collect the following information to further troubleshoot the issue:

    Check whether other users have the same problems.

    Check whether the issue exists in all the PowerPoint documents. 

    Please open your site in to another browser and compare the results. 

    Add your site into trusted site and clear IE cache and open the site again and compare the results. 

    Best Regards, 

    Lisa Chen 


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

    Wednesday, April 19, 2017 6:50 AM
    Moderator
  • Hi Lisa,

    All of our users are having the same issue.  The issue exists with all PowerPoint files, existing and new.  This behavior only occurs in IE.  Edge and Chrome appear to be fine.  Adding the site to trusted sites and clearing the cache does not appear to fix the issue.

    Let me know if you have other questions.  Thanks for the help!

    Thursday, April 20, 2017 1:59 PM
  • Hi ChiMeng, 

    For your issue, try to do the following:

    Go to Internet Options, Advanced, Reset, check Delete personal settings, Reset and reboot.

    Press F12 to open Developer Toolbar. Go to Emulation tab and set Mode as following:

    Add your site into compatibility mode. 

    Best Regards, 

    Lisa Chen 


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

    Wednesday, April 26, 2017 9:26 AM
    Moderator