I can't open a Microsoft-based file (Word, Powerpoint, Excel, etc.) in the Attachments tab

Overview 

When working with file attachments in Divvy, occasionally users run into issues with opening or downloading Microsoft-based files. While the occasional server hiccup on our end may happen, typically there is some other issue either with the file, user/security permissions, or with your computer's settings. 

The Divvy Details

If you are having an issue downloading and opening a Microsoft file from the attachments tab/panel, here are a few potential causes that may help you resolve the issue.

1. The file may be password protected

You can't always trust a software application to give you explicit notifications about a file being private or protected. Ask the teammate who uploaded the file if the file is password protected. If that's the case, you'll likely either need to have them resave it without a password and upload it, or provide you with the password.

This is especially common with files that have been uploaded from SharePoint and OneDrive. These platforms have sophisticated folder and file permissions, which may require the original file creator to give you explicit permissions to view and/or edit the file.

For more information on SharePoint access to files, go here: https://support.microsoft.com/en-us/office/share-sharepoint-files-or-folders-1fe37332-0f9a-4719-970e-d2578da4941c

For more information on OneDrive access to files, go here: ​​https://support.microsoft.com/en-us/office/share-onedrive-files-and-folders-9fcc2f7d-de0c-4cec-93b0-a82024800c07

2. The file may be blocked for security reasons

We see this mostly with PowerPoint files. When downloading and opening, you may get a "Can't read file" or "Presentation can't be opened" message. Follow Microsoft’s steps to unblock it: https://support.microsoft.com/en-us/office/error-can-t-read-file-or-presentation-cannot-be-opened-7f2f31e2-d4dd-4c1f-9e27-ba6fadf92d44

3. Your computer might be trying to open the file in the wrong application

Every computer has default settings for which application to load when opening a certain type of file. On occasion, your computer may try to open a file in the wrong application, which may result in an error. If you think this might be the issue, here are steps to make sure that the appropriate application is used to open up the file. 

Instructions for Windows/Chrome:

1. Click the Download link in the Divvy attachments tab and save the file
2. In the bottom left of your browser where you see that the file has been downloaded, click on the arrow icon/button and click "Show in Folder"
3. From the File Explorer, right click on the file you downloaded and select "Open With"
4. Select your desired application.

Now going forward, your computer should remember which application to load to open that type of file. 

Instructions for Mac:

1. Click the Download link in the Divvy attachments tab
2. In the bottom left of your screen, right click on the file that was downloaded (Chrome)
3. Click "Show in Finder" (Mac)
4. From the Finder window, right click on the file you downloaded and select "Open With"
5. Find and select the appropriate application.

Now going forward, your computer should remember which application to load to open that type of file. 

Final Tip: If you wish to have certain types of files open automatically (ex: when downloading a Word doc, always open it automatically in MS Word), you can create a setting in your browser using the lower-left window that was mentioned previously. As shown in the screenshot below, clicking "Always open files of this type" will enable your computer to automatically open downloaded files in the default application that you've previously set. 

Contact Us for Additional Troubleshooting

If you have reviewed and/or tested any of the methods above and you still aren't able to download or open an attached file, please submit a support ticket.