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Published 20 hours ago • verified publisher icon ONLYOFFICE

Error: An error has occurred while opening the file. Windows OS

Open Olegarhchik opened this issue 2 years ago • 11 comments

This issue is unique.

  • [X] I have used the search tool and did not find an issue describing my bug.

Operating System

Windows 10 / 8.1 / 7

Version information

7.0.1.37

Expected Behavior

Any supported file must open without errors

Actual Behavior

After trying to open a file I get the following "an error has occurred while opening the file". I've found the solution of this problem, but it's on Linux, while I'm using Windows

Reproduction Steps

No response

Additional information

System type: 64-bit operating system, x64-based processor

Olegarhchik avatar Apr 26 '22 19:04 Olegarhchik

Hi, does this error happens to any file (even new empty ones) or for some specific files. If only for specific - we'll need those files

ShockwaveNN avatar Apr 27 '22 06:04 ShockwaveNN

This error happens to any file

On Wed, Apr 27, 2022, 9:55 AM Pavel Lobashov @.***> wrote:

Hi, does this error happens to any file (even new empty ones) or for some specific files. If only for specific - we'll need those files

— Reply to this email directly, view it on GitHub https://github.com/ONLYOFFICE/DesktopEditors/issues/904#issuecomment-1110614744, or unsubscribe https://github.com/notifications/unsubscribe-auth/ASEGE37PDF52VNUQXHGDJ5LVHDQG3ANCNFSM5UM2B2WA . You are receiving this because you authored the thread.Message ID: @.***>

Olegarhchik avatar Apr 27 '22 18:04 Olegarhchik

This is not right, could you try to reinstall DesktopEditors?

Also after installation - remove all data in Program Files - ONLYOFFICE - DesktopEditors folder

Maybe something went wrong after some update

ShockwaveNN avatar Apr 28 '22 07:04 ShockwaveNN

I've done sharp as you had told me, but I still have this problem. Honestly, I don't know, why is it

On Thu, Apr 28, 2022 at 10:30 AM Pavel Lobashov @.***> wrote:

This is not right, could you try to reinstall DesktopEditors?

Also after installation - remove all data in Program Files - ONLYOFFICE - DesktopEditors folder

Maybe something went wrong after some update

— Reply to this email directly, view it on GitHub https://github.com/ONLYOFFICE/DesktopEditors/issues/904#issuecomment-1111845470, or unsubscribe https://github.com/notifications/unsubscribe-auth/ASEGE3ZSGKFF73DY4CE7L3LVHI47TANCNFSM5UM2B2WA . You are receiving this because you authored the thread.Message ID: @.***>

Olegarhchik avatar Apr 29 '22 17:04 Olegarhchik

The way you mentioned Program Files - ONLYOFFICE - DesktopEditors, there my program is living. If I delete this folder, then the program would be deleted as well. So, what do you mean by "remove all data"?

On Thu, Apr 28, 2022 at 10:30 AM Pavel Lobashov @.***> wrote:

This is not right, could you try to reinstall DesktopEditors?

Also after installation - remove all data in Program Files - ONLYOFFICE - DesktopEditors folder

Maybe something went wrong after some update

— Reply to this email directly, view it on GitHub https://github.com/ONLYOFFICE/DesktopEditors/issues/904#issuecomment-1111845470, or unsubscribe https://github.com/notifications/unsubscribe-auth/ASEGE3ZSGKFF73DY4CE7L3LVHI47TANCNFSM5UM2B2WA . You are receiving this because you authored the thread.Message ID: @.***>

Olegarhchik avatar May 03 '22 13:05 Olegarhchik

Oops, I'm sorry

I've meant that you should delete our application, after that delete all leftowers (if any) in Program Files) and after that install DesktopEditor anew and see if problem persists

ShockwaveNN avatar May 04 '22 08:05 ShockwaveNN

Unfortunately, after performing all of the actions the problem persists

On Wed, May 4, 2022 at 11:48 AM Pavel Lobashov @.***> wrote:

Oops, I'm sorry

I've meant that you should delete our application, after that delete all leftowers (if any) in Program Files) and after that install DesktopEditor anew and see if problem persists

— Reply to this email directly, view it on GitHub https://github.com/ONLYOFFICE/DesktopEditors/issues/904#issuecomment-1117068493, or unsubscribe https://github.com/notifications/unsubscribe-auth/ASEGE374FTGDA5W6QU7MGGTVII2VTANCNFSM5UM2B2WA . You are receiving this because you authored the thread.Message ID: @.***>

Olegarhchik avatar May 08 '22 14:05 Olegarhchik

Hi @D1RK-ui! Unfortunately, you have not provided specific steps to deal with the problem. Tell us how you open the file:

  • Launch the application and select open file there?
  • Use the system context menu to Оpen with...?
  • Or maybe you have associations with the application and you double-click on the file?

Also, maybe you changed the default settings of the application to open documents in a separate window?

A few more additional questions:

  • Do you have any antiviruses installed?
  • Try to check for lone processes editors_helper.exe in memory, they may interfere with startup.
  • Check the errors in the system log after launching the application. You can view it by running the command (Win+R): eventvwr.msc /c:Application

LuckySpecialist avatar Jun 16 '22 11:06 LuckySpecialist

I use Windows built-in antivirus (it doesn't detect anything associated with your app). And I tried to open a file in different ways and every time I'm trying to create a new one or open an existing one, I get the same error message (watch attached video). Also I don't have any editors_helper.exe processes while using the editor. But I have a very interesting thing: I tried to launch that editors_helper.exe and got several messages about the absence of some DLL files (look at attached photos). I tried to reinstall your app several times and I got the same problems

On Thu, Jun 16, 2022 at 2:11 PM Denis Myshaev @.***> wrote:

Hi @D1RK-ui https://github.com/D1RK-ui! Unfortunately, you have not provided specific steps to deal with the problem. Tell us how you open the file:

  • Launch the application and select open file there?
  • Use the system context menu to Оpen with...?
  • Or maybe you have associations with the application and you double-click on the file?

Also, maybe you changed the default settings of the application to open documents in a separate window?

A few more additional questions:

  • Do you have any antiviruses installed?
  • Try to check for lone processes editors_helper.exe in memory, they may interfere with startup.
  • Check the errors in the system log after launching the application. You can view it by running the command (Win+R): eventvwr.msc /c:Application

— Reply to this email directly, view it on GitHub https://github.com/ONLYOFFICE/DesktopEditors/issues/904#issuecomment-1157536032, or unsubscribe https://github.com/notifications/unsubscribe-auth/ASEGE336C6DDG4SCWUVQ5M3VPMDWPANCNFSM5UM2B2WA . You are receiving this because you were mentioned.Message ID: @.***>

Olegarhchik avatar Jul 16 '22 08:07 Olegarhchik

several messages about the absence of some DLL files (look at attached photos).

Seems that you've attached photos using github mail reply and this will not work, we cannot see them, you should attach them via web interface

ShockwaveNN avatar Jul 17 '22 13:07 ShockwaveNN

Okay, I'll attach photos in other way

  • https://user-images.githubusercontent.com/76046959/179421432-269795d5-7fde-4203-be4d-bd4e71d81e88.png
  • https://user-images.githubusercontent.com/76046959/179421435-20d0e993-c12b-4d24-bc2a-22e46c9a7584.png
  • https://user-images.githubusercontent.com/76046959/179421438-f734d379-535a-4c3d-9ece-bc93865699f8.png
  • https://user-images.githubusercontent.com/76046959/179421439-1a3469ea-7b0c-42f2-b7c0-3f4a5bae1849.png

I also will attach a video to demonstrate you how the error occurs

  • https://user-images.githubusercontent.com/76046959/179421509-a0fdd9a3-4bbf-4f7a-b3fa-fe1658ffe036.mp4

Olegarhchik avatar Jul 17 '22 19:07 Olegarhchik

Hi, @D1RK-ui! Sorry for the long answer, but judging by the video that you attached, you have an error when creating a new file and not when opening an existing one - right? In this case, try the following:

  1. Close the application
  2. Save a backup copy from the fonts directory, тo open it, run the command (Win+R): %LOCALAPPDATA%\ONLYOFFICE\DesktopEditors\data\fonts\
  3. Delete the contents of the fonts directory
  4. Run the app again
  5. Create a new file

Report the results, whether the problem remains.

P.S. You do not need to run the editors_helper.exe separately because it is an auxiliary application and should work in conjunction with the main one.

LuckySpecialist avatar Aug 27 '22 13:08 LuckySpecialist

Actually, I have an error every time, when I open any file whether an existing one or a created one. I performed all of the action, but nothing changed. Thanks for response

On Sat, Aug 27, 2022 at 4:21 PM Denis Myshaev @.***> wrote:

Hi, @D1RK-ui https://github.com/D1RK-ui! Sorry for the long answer, but judging by the video that you attached, you have an error when creating a new file and not when opening an existing one

  • right? In this case, try the following:

    1. Close the application
    2. Save a backup copy from the fonts directory, тo open it, run the command (Win+R): %LOCALAPPDATA%\ONLYOFFICE\DesktopEditors\data\fonts\
    3. Delete the contents of the fonts directory
    4. Run the app again
    5. Create a new file

Report the results, whether the problem remains.

— Reply to this email directly, view it on GitHub https://github.com/ONLYOFFICE/DesktopEditors/issues/904#issuecomment-1229191891, or unsubscribe https://github.com/notifications/unsubscribe-auth/ASEGE35LR652DGQP2VVTJDTV3II3ZANCNFSM5UM2B2WA . You are receiving this because you were mentioned.Message ID: @.***>

Olegarhchik avatar Sep 02 '22 19:09 Olegarhchik

Alright, it will be a great option for me to change the service. I close this discussion. Good luck

Olegarhchik avatar Sep 03 '22 18:09 Olegarhchik