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Feb/Mar 2015 Update: OneDrive for Business Error "Incompatible Office products are installed on your machine." RRS feed

  • Question

  • After Installing the Feb 2015 Updates for Office 2013 ProPlus via ClicktoRun, OneDrive no longer opens with the error message:

    "Sorry, we can’t perform this action. Incompatible Office products are installed on your machine. If you have an administrator, please contact them for help. "

    The eventviewer info is:

    - <System>
      <Provider Name="Microsoft Office 15 Alerts" />
      <EventID Qualifiers="0">300</EventID>
      <Level>4</Level>
      <Task>0</Task>
      <Keywords>0x80000000000000</Keywords>
      <TimeCreated SystemTime="2015-02-11T17:08:53.000000000Z" />
      <EventRecordID>605</EventRecordID>
      <Channel>OAlerts</Channel>
      <Computer>BP-W-7DB824.raydon.com</Computer>
      <Security />
      </System>
    - <EventData>
      <Data>Microsoft OneDrive for Business</Data>
      <Data>Sorry, we can’t perform this action. Incompatible Office products are installed on your machine. If you have an administrator, please contact them for help.</Data>
      <Data>702089</Data>
      <Data>15.0.4693.1000</Data>
      <Data />
      <Data />
      </EventData>
      </Event>


    I have other office products on here including:

    SharePoint Designer 2010

    SharePoint Designer 2013

    Microsoft PowerBI Designer Preview

    and this is installed on Win 8.1 Enterprise

    Kind of stumped what is causing this... I see KB2920798  mentions this error message is now added when cant open a document due to a mix of click-to-run and MSI install for office.  I only have click to run for Office 2013 and the MSIs are only for addons in excel (power query) and the additional Microsoft Software...

    Anyone have ideas what is causing this and how to resolve?

    -------------------------------------------------------------------------

    I just finished applying March 2015 C2R updated on Office and the same issue recurred.  This time I simply rebooted and it resolved.  My best guess is it has something to do with a locked file that can't be updated but the Office Update installer doesn't prompt to reboot.

    • Edited by Glenn Heydolph Thursday, March 12, 2015 1:05 PM Occurred again
    Wednesday, February 11, 2015 5:20 PM

Answers

  • So it appears this issue is caused by the update KB2020798

    http://support.microsoft.com/KB/2920798?wa=wsignin1.0

    Which includes the "Improvement":

    This update provides you an informative message when you cannot open an Office document on a computer that has both Office 2013 Click-to-Run edition and Microsoft Installer (.msi)-based edition installed. The informative message may resembles following:

    Sorry, we can't perform this action. Incompatible Office products are installed on your machine. If you have an administrator, please contact them for help.

    Now, I'm getting the message even when I can open the document, despite the fact that the KB says it is supposed to show only when users Cannot open a document. I have MSI office ProPlus and click to run One Drive business and I've never had any issues. So I think there might be an issue on Microsoft's end with this update


    If I answered your question, please Click "Mark as Answer". If you found my post helpful, feel free to Vote as helpful on the left. This posting is provided "AS IS" with no warranties, and confers no rights

    Friday, February 13, 2015 4:46 PM
  • A reboot resolved it for me.
    Friday, February 13, 2015 2:35 PM

All replies

  • I uninstalled SharePoint Designer 2010 and rebooted and it now works...

    Request can be closed.

    • Marked as answer by Glenn Heydolph Wednesday, February 11, 2015 6:04 PM
    • Unmarked as answer by Glenn Heydolph Thursday, March 12, 2015 12:40 PM
    Wednesday, February 11, 2015 6:04 PM
  • I have the same error message but do not have SharePoint designer installed - any ideas?
    Friday, February 13, 2015 2:30 PM
  • A reboot resolved it for me.
    Friday, February 13, 2015 2:35 PM
  • This doesn't seem like an actual solution to the problem. We are experiencing this throughout my office as well. Does anyone have any idea which update is causing the issue? I'd like to find it and uninstall it

    If I answered your question, please Click "Mark as Answer". If you found my post helpful, feel free to Vote as helpful on the left. This posting is provided "AS IS" with no warranties, and confers no rights

    Friday, February 13, 2015 3:47 PM
  • So it appears this issue is caused by the update KB2020798

    http://support.microsoft.com/KB/2920798?wa=wsignin1.0

    Which includes the "Improvement":

    This update provides you an informative message when you cannot open an Office document on a computer that has both Office 2013 Click-to-Run edition and Microsoft Installer (.msi)-based edition installed. The informative message may resembles following:

    Sorry, we can't perform this action. Incompatible Office products are installed on your machine. If you have an administrator, please contact them for help.

    Now, I'm getting the message even when I can open the document, despite the fact that the KB says it is supposed to show only when users Cannot open a document. I have MSI office ProPlus and click to run One Drive business and I've never had any issues. So I think there might be an issue on Microsoft's end with this update


    If I answered your question, please Click "Mark as Answer". If you found my post helpful, feel free to Vote as helpful on the left. This posting is provided "AS IS" with no warranties, and confers no rights

    Friday, February 13, 2015 4:46 PM
  • Same problem here. Just opening Excel triggers the error.

    Also I am no longer able to open excel sheets from our Sharepoint 365 site. If I try an error shows:

    Sorry, we couldn't open HTTPS:\\xxxxxxxxxxxx    (xxxxxxxxxx being the URL to the sharepoint file).

    Anyone tried removing KB 2920798 ? Does this fix the issue ?

    Saturday, February 14, 2015 4:25 PM
  • yep removing the Update works, but it want s to re-install itself , so you have to hide it
    Monday, February 16, 2015 12:44 AM
  • I have the same problem. But I have Czech versions of the Word and OneDrive for Business ("OneDrive pro firmy").

    I do not have the SharePoint Designer nor update KB2020798. I received KB2920746 on 11th February (plus other updates for Office, but any other for OneDrive for Business). Anyway, uninstall of the KB2920746 doesn't help.

    The error in Czech:

    Microsoft Word
    Je nám líto, ale tuhle akci nemůžeme provést. Na počítači máte nainstalované nekompatibilní produkty Office. Pokud máte správce, požádejte ho o pomoc.
    P1: 702089
    P2: 15.0.4693.1000
    P3: 
    P4: 


    It helped me to unistall OneDrive for Business (Onedrive pro firmy) - displeasing solution, right?;-(


    • Edited by Jan Mach Monday, February 16, 2015 12:51 PM corrected KB number
    • Proposed as answer by Maxim Kislitskiy Tuesday, February 17, 2015 8:14 AM
    Monday, February 16, 2015 12:01 PM
  • We have the same problem. I tried to uninstall OneDrive for business, but that doesn't do the trick. There is no SharePoint Designer installed. The only thing that 'works' is uninstalling Office 2013 and re-installing it. Removing update KB2920798 also doesn't fix the problem.

    Is there something else I can try?

    Tuesday, February 17, 2015 2:49 PM
  • We are having the same problem at our organization.  Our best theory is that the C2R version of OneDrive for Business was installed by our customers as part of clicking on the "Sync" button in the web interface.  It's not a perfect theory, as some are using the correct MSI-based and updated client after clicking this button, but it's our best guess at this point.

    What is irritating is that Microsoft will include these error messages in a hotfix, but still allowed the incompatible products to be installed alongside each other in the first place.

    Wednesday, February 18, 2015 3:34 PM
  • We found the issue to be that some users had the standalone version of OneDrive for Business - the one you find here - and when we upgraded them to Office 2013 ProPlus, the MSI version of OneDrive for Business.

    Uninstalling the KB update allows them to open documents local to their machine, but would still break on SharePoint/OneDrive documents.  Uninstalling this standalone client fixed them up.  More info here

    Also, some users found once they uninstalled the standalone OneDrive client, they couldn't directly edit documents in SharePoint anymore - they had to download them first.  If you run into this issue, run a repair on Office 2013 - it fixes an addon in IE that allows this functionality.

    Hope that helps!



    • Edited by Q-Tech Wednesday, February 18, 2015 9:17 PM
    Wednesday, February 18, 2015 8:41 PM
  • UPDATE & REBOOT worked for me. Didn't uninstall anything.

    I suspect MSFT fixed this pretty quickly.


    Cheers, Daragh

    Tuesday, February 24, 2015 9:54 PM
  • I think the right answer was from Daragh although I didn't get it at first. I tried to check against windows updates for further updates to fix it but none worked. Then I did this and it fixed the problem:

    • Start an Office 2013 application, such as Microsoft Word 2013.
    • On the File menu, click Account.
    • For Office 2013 Click-to-Run installations, an Update Options item is displayed. Select the Update Now option.
    • Wait for it to finish
    • Done - Hope it helps

    I don't have any other versions of anything sharepoint, office msi etc. so this was the only way to fix the problem. I had these in the past but I've removed them although I suspect that residue files may have cause the problem to begin with. Irrelevant though.

    • Proposed as answer by MadPAM Thursday, March 12, 2015 11:44 AM
    Wednesday, March 11, 2015 12:08 PM
  • I thought I had the problem J Novak suggested.

    I was sent an invitation to access a OneDrive folder by a colleague. Despite there OneDrive already being on my computer as part of the Office 2013 installation, the link took me to the online site. From that site I clicked Sync, which I believe may have installed the C2R version. The error message started popping up whenever I opened a file, and I could no longer open files via my OneDrive.

    I couldn't find a way to uninstall this version (didn't show in remove programs), so I reverted to my system state before the install via System Restore.

    In order to locally sync the shared folder I right-click on the OneDrive tray icon and select 'Sync a new library' then paste the link I was originally emailed.

    No longer getting the error and can load files from my drive and the shared one.

    --------------------------

    Update: installed all the Feb updates that were removed with the system restore and the problem is occurring again. I cannot open any OneDrive/sharepoint files.

    --------------------------

    My Resolution:

    I couldn't find a KB2920798 update to uninstall. The only recent OneDrive for Business update was KB2920746. I uninstalled it, rebooted and I am no longer having this problem. I do note that this didn't appear to solve Jan Mach's troubles above....


    • Proposed as answer by Ollie N Thursday, March 12, 2015 12:21 AM
    • Edited by Ollie N Thursday, March 12, 2015 12:23 AM
    • Unproposed as answer by Ollie N Thursday, March 12, 2015 12:23 AM
    • Proposed as answer by Ollie N Thursday, March 12, 2015 12:23 AM
    Wednesday, March 11, 2015 11:37 PM
  • I encountered this problem for the first time today, which wasn't resolved by either installing Windows Updates (to Windows 7 Home Premium) or by a full reboot. I don't know why I had to update my Office 365 manually given I have automatic updates enabled in my Office 365 account, but this solution has solved the problem for me - thanks!
    Thursday, March 12, 2015 1:09 PM
  • No this is not the fix. I don't even have that KB installed. After I allowed Office to apply 47 updates last week I now have this error also
    Saturday, March 14, 2015 10:25 AM
  • I did this after trying all the other stuff.

    This is the only thing that worked.

    THANKS!

    Saturday, March 14, 2015 3:37 PM
  • This solved it for me. Thanks a lot!
    Saturday, March 14, 2015 7:44 PM
  • We fixed by clearing the document cache. No updates were uninstalled.
    Wednesday, March 18, 2015 2:28 PM
  • I agree with your proposed cause.  I'm starting to see a number of users with what should be only the MSI version installed, but the users that are experiencing the error were ones that I used the "Sync" feature in Office 365 to help them setup OneDrive for Business.  We also had an issue where users may have installed Lync view the Office 365 software section of their profiles, so thats another place they may have used C2R to co-exist on a PC with the MSI version.

    I totally agree that this "feature" shouldn't be doing this and MS should have prevented the install of C2R if it detected the MSI version was already present.  What a mess!

    Wednesday, May 6, 2015 2:17 PM
  • In my case, neither restarting nor updating gave any positive result. There were installed Onedrive for Business and normal Onedrive on my machine. I've uninstalled the "business" one, and now I have no errors on launch, but after exiting from Word there appears a crash window with information that Word stopped working. But everything looks OK, documents are saved correctly.
    Saturday, May 16, 2015 7:12 AM
  • Restarting only temporarily solves the problem. A week later and the problem came back. Not sure if another silent update was pushed out that triggered it again.

    For me, I can't access office documents from a folder share on our 2010 Sharepoint server. If I copy the file locally, it will open.

    My Fix: I ran the File -> Accounts -> Updates (There were pending updates that it didn't tell me about). I let it kill all office apps and install. Came back and I was able to open files off the network again without a reboot.

    Thanks to everyone else for posting problems/solutions.


    Alex

    Thursday, May 21, 2015 6:24 PM
  • I got this error every time Office 365 made a major update for the past few months, but a reboot usually fixed it. Extremely unprofessional behavior for business software (seriously, how may businesses just decide to skip this cr*p and go to a competitor like DropBox?), but at least it worked eventually.

    This time as 6/9/2015 patch Tuesday's updates, OneDrive For Business just refuses to work. I get the exact error in the OP. Multiple reboots have not helped. Office -> Account -> Update doesn't fix it (everything is up-to-date).

    I cannot describe how truly unacceptable I think these sorts of errors are. The result: laypeople just won't use OneDrive... and Microsoft will wonder what happened? Well, things like this happened.

    [EDIT]

    My solution was to download and install OneDrive for Business from https://onedrive.live.com/about/en-us/download/ and overwrite the version installed. Apparently I was using the Office 365 "Sync" version (it did not show up in Control Panel under Uninstall was a clue). How many users have been bitten by this? I think several of my coworkers have. They just assumed the OneDrive For Business client was useless and moved on. It's a shame.

    Even after installing it, I continued to get the error mentioned in this thread... until I rebooted. There was no prompt for me to reboot. I just did it. But NO REGULAR USER will know or even think to do this without being prompted to do so. They will just assume the software is unusable and move on. This is horrible design.  


    -C. Moya




    • Edited by CMOYA Tuesday, June 9, 2015 11:09 PM
    Tuesday, June 9, 2015 10:30 PM
  • I don't get it.

    I'm experiencing almost the same problem. It started today with the error message appearing when I try to save a document to OneDrive. 

    Not only does the error message appear, once it goes away it presents the File Save dialog again but does not all me to save my document.

    This does appear to be OneDrive related because I can save the same document to another Cloud store without getting the error message.

    ...and I don't have OneDrive for Business installed or SharePoint Designer; however I continually get sync problems with OneDrive. 


    Wednesday, June 10, 2015 11:31 PM
  • Uninstalling the stand alone OneDrive for Business client solved the issue for me.

    Apparently there is a OneDrive for Business client build into Office 365, therefore installing the stand alone client causes the error.

    Tuesday, June 30, 2015 7:01 AM
  • Uninstalling SharePoint Designer 2013 seems to have worked for me.  I realize that's not an option for many, but I didn't need the software anyways.  
    • Proposed as answer by Markus Kepert Thursday, September 10, 2015 10:58 AM
    Tuesday, June 30, 2015 6:32 PM
  • We're now seeing this issue across many MSI based installations on our domain, users do not have any C2R installations and it seems to have started since this months office updates...
    Thursday, July 2, 2015 11:38 AM
  • Had this issue here, reboot did not resolve it.  Applied KB3054925 and KB3054939, after that reboot the problem was fixed. 
    Wednesday, July 15, 2015 6:47 PM
  • Uninstalling SharePoint Designer 2013 seems to have worked for me.  I realize that's not an option for many, but I didn't need the software anyways.  
    Exactly. First try to remove SP Designer 2010 only. Sometimes it is working after that. Do not forget to reboot.
    Thursday, September 10, 2015 10:59 AM
  • After 2 days of trying to fix this annoying popup, I have resolved my issue.

    I used process monitor and noticed when the message would pop up, it would be attempting to call GROOVE.exe. Which is located in: C:\Program Files\Microsoft Office 15\Root\Office15\

    I renamed GROOVE.exe for now to GROOVETEMP.exe and the popup went away. OneDrive appears to be working as well.

    Hope this helps someone until Microsoft can release a proper fix.

    Mike


    • Edited by msafruk Thursday, September 24, 2015 8:14 PM
    Thursday, September 24, 2015 7:59 PM
  • Have been experiencing this problem also.  I'm too frustrated to even try to fix it.  Ill just stop using OneDrive for Business.  I'll use Dropbox or something similar.  Kind of sucks since I'm paying for Office365 but I haven't installed any incompatible office products.  Just whatever comes with Office365.  

    Anyone found an actual fix for this? I"m getting annoyed at the popup.

    Monday, September 28, 2015 4:46 PM
  • I do not have this update showing as installed on my computer. I do have a school sharepoint/Onedrive for business account, along with a personal onedrive account. The onedrive for business is the one that is continually popping up with this error message, that just started a day or two ago. I do not have the KB installed and I removed KB3101505 as it was showing as a onedrive for business updated that was installed 3 days ago. No other updates on that date show as being updates for onedrive for business.  I can open files, however I can not sync my onedrive for business, the option is simply not there.  This has effeted windows upload center which is reporting "an error ccurred while accessing the Office Document Cache. ... I have attempted numerous times to clear the cache and each time that I do the upload center crashes. Any new advise that you have would be greatly appreciated as this popup is driving me nuts - each time I close it, it comes back! I have rebooted several times, as well I have attempted to remove the sync, and readd the connection to my onedrive account to no avail.

    thank you 

    Friday, November 13, 2015 1:48 PM
  • Seeing as I can't uninstall OneDrive for Business the only "fix" I found is to rename C:\Program Files\Microsoft Office 15\root\Office15\Groove.exe to Groove.exe.dog

    This has stopped OneDrive for Business from running and I don't get the messages

    Sunday, November 15, 2015 1:34 PM