I uploaded number of pdf files on SharePoint 2013 library. I have already installed web apps, few pdf files are get opening online. Few are causing error 'sorry we ran into a problem opening this pdf'. I down loaded the file on local computer is working fine. enter image description here

Can anyone please confirm me how I can resolve this issues?


Check if you are using a Xerox high-capacity scanner / printer device to scan the documents to PDF. Change the option to PDF/A.

Refer to: https://www.c5insight.com/Resources/Blog/tabid/148/entryid/793/sharepoint-file-doesnt-have-a-preview-word-online-ran-into-a-problem-opening-this-pdf.aspx

  • I am not using Xerox high-capacity scanner / printer device to scan the documents to pdf. I am using webapps on SharePoint to open the pdf in ms word. I am just faing above issues just 3-4 pdf other are working fine. – Mobile Test Oct 23 '18 at 8:49
  • Compare the non-working file with the working file, see if there is any difference. – JoannaW_MSFT Oct 24 '18 at 2:35
  • I'm glad that you have found the root cause. – JoannaW_MSFT Oct 25 '18 at 6:57

I had faced a similar issue we had remote event receiver which would copy the file in different location, In our development environment I realized that two users were using the same login and their was a conflict and this gave rise to this issue. I was able to resolve the issue by checking out the item and then discarding the checkout. May not be a valid solution but I checked OWA servers and SP WFE and APP server logs in vain.

Your Answer

By clicking “Post Your Answer”, you agree to our terms of service, privacy policy and cookie policy

Not the answer you're looking for? Browse other questions tagged or ask your own question.