Error message - Sorry we couldn't open this file

If you have deleted and re-uploaded a file with the same name and get an error message similar to these for any Microsoft Office file (word, excel, onenote, powerpoint):

Then this is most likely due to having deleted the file then re-uploading it.

The way to resolve this is by clearing the Microsoft Office file cache as follows:

  • Navigate to C:\Users\[USER NAME]\AppData\Local\Microsoft\Office\16.0\OfficeFileCache
  • Delete all the files in this folder
  • If there are any access files that don't delete, don't worry about these

After clearing this folder you should find the file now opens correctly.

If you're getting similar errors when opening the files in the online / browser version of Office then try pressing the CTRL and F5 keys at the same time to do a hard refresh.

Still need help? Contact Us Contact Us