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?

3 Answers 3


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. Oct 23, 2018 at 8:49
  • Compare the non-working file with the working file, see if there is any difference. Oct 24, 2018 at 2:35
  • I'm glad that you have found the root cause. Oct 25, 2018 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.


In my case, it was the encryption algorithm. AES128 worked, while AES256 gave the error.

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