Updated: March 16, 2023
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by Mykola Hezhoian
Tech Expert & Writer
488 resolved issues

We are having issues in trying to open certain MS Office files

when we try to open certain files we get a message Excel cannot open the file xlsx because that file format or file extension is not valid,verify that the file has not been corrupted and that the file extension matches the format of the file

Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?

Customer Replay

*****

Nice to meet you, *****!
You can try to open Excel and drag and drop files into an excel window. It may offer you to convert this file. Let me know the result

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Customer Replay

The files we want to open have been e-mailed to us and we cannot download, some files are already on the laptop, drag and drop doesn't seem to work

Got it. What message do you see when you are trying to download the file?

Customer Replay

Alert, Excel cannot open the File ***** xlsx because the file format or file extension is not valid. Verify the file has not been corrupted and that the file extension matches the format of the file

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Got it. But have you tried to re-download the file from your email?

Customer Replay

Yes a few times

Same result every time?

Customer Replay

Yes files already downloaded files and new files from e-mails, its not happening with all files one the laptop, some are ok

When you open the folder with this file - do you see its full name? For example *****.xlsx, or just a *****

Customer Replay

Also when we try to open certain files we asked to grant access
The full name including xlsx

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Got it. Let's try this option first - chose file, then click on rename, and then change xlsx to xls
Then try to open it one more time. Let me know the result

Customer Replay

Again we get `Grant Access'
Now it says the file is locked for editing with boxes beneath showing `Cancel' and `Read Only'

Let's perform another action. Let's check if your office is up to date.

  1. Open any Office app, such as Word, and create a new document.
  2. Go to File > Account (or Office Account if you opened Outlook).
  3. Under Product Information, choose Update Options > Update Now.
  4. Close the "You're up to date!" window after Office is done checking for and installing updates.
Customer Replay

I think we have already done this but we'll try again

Thanks, let me know the result

Customer Replay

We don't see account in File
we've opened a word document

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Got it
You have Office 365 installed, correct?

Customer Replay

yes
Version 16.68
That's Excel
We're on Apple MacBook Air

Got it, thanks for the additional information
Close Excel if it's opened. Next - open Excel, next on the left side you will see Account at the bottom. Click on it.

  1. Next, You will see "Office Updates"
  2. Click on "Update options"
  3. Click "Update Now"
Customer Replay

don't see Account, do we need to click on Home first

On the left side do you see "Home", "New", and "Open", and lower should be "Account", "Feedback", "Options"

Customer Replay

We see Home New Recent Shared Open but no Account or Feedback

I see.
Actually, we can check if those files are valid by opening them online. Would these options be okay with you?

Customer Replay

Sure

Do You have a Google account?

Customer Replay

E-mail or through the website

If you have email - it means that you have Google account

Customer Replay

Our representative has a gmail account

Customer Replay

Ill ask her to log in

Customer Replay

do you need the mail address

  1. Simply open this link - https://www.google.com/sheets/about/
  2. Next click on "Go to Sheets"
  3. Next simply drug and drop the file, that you want to open
  4. Next double click on this file in list
  5. Let me know if it would open the file properly.
Customer Replay

The file went to downloads
It is showing in the bottom border of there Sheets

But it didn't upload to Google Sheets list, right?

Customer Replay

Yes, we tried again but it goes into the lower border

I see. Thanks for the additional information.

  1. Open this link - https://www.google.com/drive/
  2. Hit "Go to drive"
  3. Click on plus at the left top corner
  4. Upload the file
  5. Chose the file, that you want to open online, and double click on it
  6. Wait till it would be uploaded, and next double click on this file in the list
Customer Replay

The file on the laptop has opened but there is a message

What message?

Customer Replay

`Some Excel features can't be displayed and will be dropped if you make any changes

Does it give you any options or buttons? Or just this message, and it will not open the file?

Customer Replay

Dismiss or See Details

Click on Dismiss

Customer Replay

Done

It didn't open a file, right?

Customer Replay

Not another file

Could you clarify, please?

Customer Replay

the only file open is the one we transferred, nothing else opened after clicking `dismiss'

But can you see this file normally online, or after the error it does not open?

Customer Replay

As normal online, the menu at the top looks slightly different

I am interested in whether you can see the contents of the file online to understand whether it is a problem with the file itself or only with your Excel on your computer. As I understand - you can see the contents of the file online, right?

Customer Replay

Yes we can

Perfect. Thanks. Let's troubleshoot your Excel on the computer in this case.

Customer Replay

Sure

Also, have you tried any troubleshooting steps of your excel so far?

Customer Replay

No, we haven't except checking for update

I see. Thanks

  1. If you Open up Microsoft Excel.
  2. Click on the "Tools" menu and then click "Customize.".
  3. Right-click the menu you want to restore and then click the "Reset" button.
  4. This will restore the menu to its original settings.
Customer Replay

we don't see customize, but customize keyboard

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These are the screenshots so you can see and try out what you can do to reset your Excell.

Customer Replay

OK we'll try

Sure, take your time.

Customer Replay

Where can we access these

Open up Microsoft Excel.
Click on the "Tools" menu and then click "Customize."

Customer Replay

Yes, we don't have Customize in Tools

Can you, please, take a screenshot of what you see, please?
To take a screenshot, press and hold these three keys together: Shift, Command, and 3.
If you see a thumbnail in the corner of your screen, click it to edit the screenshot. Or wait for the screenshot to save to your desktop.

Customer Replay

Wait we'll transfer screenshots to this computer

Customer Replay

Transferring now, had to convert to PDF

Take your time.

Customer Replay

Visitor uploaded: Screen-Shot.pdf
Type: application/pdf
Size: 325752

- Right-click on an Excel File Please let me know once it's done.

Customer Replay

sure

Thank you.

Customer Replay

when we right click we get a message, were sending it to you

Make sure to do those on Excel

Customer Replay

With the file open or when its in the folder menu

When the file is open.

Customer Replay

Visitor uploaded: Screen-Shot.pdf
Type: application/pdf
Size: 200659

Got it, thank you.
Let's try to open this file on Google Drive to see if there will be an issue.
Open Google Drive and double-click an Excel file. A preview of your file opens. At the top, click Open with Google Sheets.

Customer Replay

Yes it opens when we drag it but not when we double click

Good. So, the issue is that this file was not suitable for that format of Excel. Next time is you have the same issue, make sure using Google Drive.
Do you have any additional questions I can help you with?

Customer Replay

Ok, we have found the customize toolbar but no Customize symbol

Good.
So, did the file opened in Google Drive?

Customer Replay

Yes

Customer Replay

So we have to use Google Drive for these files

Yes, correct. However, we can try to redownload the Excel and try opening those files again.

Customer Replay

OK, thanks

I’m glad I was able to get that sorted out for you. Is there anything else I can assist you with today?

Customer Replay

No thanks

Thank you for chatting with us today!
We are available 24/7, you can refer your questions anytime. Have a nice one!

Customer Replay

You too thanks

Thank you.

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