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When clicking the link for a document from SharePoint 2013 document library in either Chrome or Edge browsers, I get an error that says "Sorry, something went wrong" in a dialog box. It also has correlation ID but all zeros.

Note: This error doesn't appear for Firefox.

In the error dialog, it also has "Go back to site" link along with correlation id and if I use this link then it asks for credentials, if I re-authenticate into the site then it will work. Same issue will happen after few days again, and I have to re-authenticate every time when I see this error.

This only impacts documents being opened in a client app (Word, Excel, etc). When opening a file in a browser (e.g. a PDF) it opens fine.

I have verified the SharePoint logs to recognize the difference and below are the details.

What could be the reason for this? Where to check and what to do for solving this issue?

SharePoint logs when error has happened:

w3wp.exe (0x2928)   0x2B48  SharePoint Foundation   Monitoring  nasq    Medium  Entering monitored scope (Request (HEAD:https://XXXX.org:443/sites/IT/SharedDocuments/Clear%20Cache%20and%20Cookies%20in%20Web%20Browsers.docx)). Parent No 

w3wp.exe (0x2928)   0x2B48  SharePoint Foundation   Logging Correlation Data    xmnv    Medium  Name=Request (HEAD:https://XXXX.org:443/sites/IT/SharedDocuments/Clear%20Cache%20and%20Cookies%20in%20Web%20Browsers.docx)  51fe959f-c224-40ce-b959-e28fc6eb303b

w3wp.exe (0x2928)   0x2B48  SharePoint Foundation   Authentication Authorization    agb9s   Medium  Non-OAuth request. IsAuthenticated=True, UserIdentityName=0#.w|XXXX\crow.canyon, ClaimsCount=29 51fe959f-c224-40ce-b959-e28fc6eb303b

w3wp.exe (0x2928)   0x00C0  SharePoint Foundation   General af71    Medium  HTTP Request method: HEAD   51fe959f-c224-40ce-b959-e28fc6eb303b

w3wp.exe (0x2928)   0x00C0  SharePoint Foundation   General af75    Medium  Overridden HTTP request method: HEAD    51fe959f-c224-40ce-b959-e28fc6eb303b

w3wp.exe (0x2928)   0x00C0  SharePoint Foundation   General af74    Medium  HTTP request URL: /sites/IT/SharedDocuments/Clear%20Cache%20and%20Cookies%20in%20Web%20Browsers.docx    51fe959f-c224-40ce-b959-e28fc6eb303b

w3wp.exe (0x2928)   0x0178  SharePoint Foundation   Micro Trace uls4    Medium  Micro Trace Tags: 0 nasq,8 agb9s    51fe959f-c224-40ce-b959-e28fc6eb303b

w3wp.exe (0x2928)   0x0178  SharePoint Foundation   Monitoring  b4ly    Medium  Leaving Monitored Scope (Request (HEAD:https://XXXX.org:443/sites/IT/SharedDocuments/Clear%20Cache%20and%20Cookies%20in%20Web%20Browsers.docx)). Execution Time=18.4159 51fe959f-c224-40ce-b959-e28fc6eb303b

SharePoint logs after re-authenticated and document is opened without issue:

w3wp.exe (0x2928)   0x2FF4  SharePoint Foundation   Client File Access  admty   Medium  ttidLogWssCellStgConcise [Url: https://XXXX.org/sites/IT/SharedDocuments/Clear%20Cache%20and%20Cookies%20in%20Web%20Browsers.docx][User: i:0#.w|XXXX\crow.canyon][User-agent: GUID=Word (Windows Desktop), OfficeBuildNumber=15.0.4420.1017][StreamSizes: Request=103 bytes, Response=343 bytes][TotalRequestTime: 0msec][PartitionID: Editors][Request: QueryChanges **FFD Pri=0 Result=Success][cLR:0][MD:1031=UserGenerated.Present.Yes.NoOtherUsers.FutureOpen.Recently.DocumentIsActive.Recoverable.Wired.None.Normal][cbRFCO=0][Mngd] 54fe959f-b2bd-40ce-b959-e250df89edce

w3wp.exe (0x2928)   0x2FF4  SharePoint Foundation   Client File Access  admty   Medium  ttidLogWssCellStgConcise [Url: https://XXXX.org/sites/IT/SharedDocuments/Clear%20Cache%20and%20Cookies%20in%20Web%20Browsers.docx][User: i:0#.w|XXXX\crow.canyon][User-agent: GUID=Word (Windows Desktop), OfficeBuildNumber=15.0.4420.1017][StreamSizes: Request=88 bytes, Response=58 bytes][TotalRequestTime: 188msec][PartitionID: Default][Request: Cobalt.AllocateExtendedGuidRange **UNKNOWN Pri=0 Result=Success][cbOld=0][cbNew=0][cLR:0][MD:1031=UserGenerated.Present.Yes.NoOtherUsers.FutureOpen.Recently.DocumentIsActive.Recoverable.Wired.None.Normal][Mngd] 54fe959f-b2bd-40ce-b959-e250df89edce

w3wp.exe (0x2928)   0x2FF4  SharePoint Foundation   Cobalt  ajrji   Medium  CobaltRoundtrip [Requests=6] [ExecutionTime=224msec] [ResponseDataElementCollection Elements=59 Size=415291]**[Cobalt.QueryChangesRequest Error=Success Id=1 PartitionId=Default [Input: IncludeStorageManifestChanges=True  IncludeCellChanges=True ]]**[Cobalt.VersionsRequest Error=Success Id=2 [Output: Id={41139F07-9155-4288-AC81-7D7C7DB72DFE}  Url=https://XXXX.org/sites/IT/_layouts/15/LstSetng.aspx?List={41139F07-9155-4288-AC81-7D7C7DB72DFE} ]]**[Cobalt.ServerTimeRequest Error=Success Id=4 [Output: ServerTime=12/10/2020 5:35:03 PM ]]**[Cobalt.QueryChangesRequest Error=Success Id=6 PartitionId=Metadata [Input: IncludeStorageManifestChanges=True  IncludeCellChanges=True ]]**[Cobalt.QueryChangesRequest Error=Success Id=8 PartitionId=Editors [Input: IncludeStorageManifestChanges=True  IncludeCellChanges=True ]]**[Cobalt.AllocateExtendedGuidRangeRequest Error=Success Id=10 PartitionId=Default [Input: RequestedIdCount=100000 ] [Output: GuidComponent=e8347740-1b70-477a-a6ed-5ed4f08d04dd  IntegerRange=100592-200591 ]] 54fe959f-b2bd-40ce-b959-e250df89edce

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