Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?
Customer Reply
*****
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
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
Customer Reply
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 Reply
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
Got it. But have you tried to re-download the file from your email?
Customer Reply
Yes a few times
Same result every time?
Customer Reply
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 Reply
Also when we try to open certain files we asked to grant access
The full name including xlsx
The full name including xlsx
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
Then try to open it one more time. Let me know the result
Customer Reply
Again we get `Grant Access'
Now it says the file is locked for editing with boxes beneath showing `Cancel' and `Read Only'
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.
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 Reply
I think we have already done this but we'll try again
Thanks, let me know the result
Customer Reply
We don't see account in File
we've opened a word document
we've opened a word document
Got it
You have Office 365 installed, correct?
You have Office 365 installed, correct?
Customer Reply
yes
Version 16.68
That's Excel
We're on Apple MacBook Air
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"
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 Reply
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 Reply
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?
Actually, we can check if those files are valid by opening them online. Would these options be okay with you?
Customer Reply
Sure
Do You have a Google account?
Customer Reply
E-mail or through the website
If you have email - it means that you have Google account
Customer Reply
Our representative has a gmail account
Perfect.
Customer Reply
Ill ask her to log in
Thanks
Customer Reply
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.
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 Reply
The file went to downloads
It is showing in the bottom border of there Sheets
It is showing in the bottom border of there Sheets
But it didn't upload to Google Sheets list, right?
Customer Reply
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
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 Reply
The file on the laptop has opened but there is a message
What message?
Customer Reply
`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 Reply
Dismiss or See Details
Click on Dismiss
Customer Reply
Done
It didn't open a file, right?
Customer Reply
Not another file
Could you clarify, please?
Customer Reply
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 Reply
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 Reply
Yes we can
Perfect. Thanks. Let's troubleshoot your Excel on the computer in this case.
Customer Reply
Sure
Also, have you tried any troubleshooting steps of your excel so far?
Customer Reply
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.
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 Reply
we don't see customize, but customize keyboard
These are the screenshots so you can see and try out what you can do to reset your Excell.
Customer Reply
OK we'll try
Sure, take your time.
Customer Reply
Where can we access these
Open up Microsoft Excel.
Click on the "Tools" menu and then click "Customize."
Click on the "Tools" menu and then click "Customize."
Customer Reply
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.
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 Reply
Wait we'll transfer screenshots to this computer
Sure.
Customer Reply
Transferring now, had to convert to PDF
Take your time.
Customer Reply
Visitor uploaded: Screen-Shot.pdf
Type: application/pdf
Size: 325752
Type: application/pdf
Size: 325752
- Right-click on an Excel File Please let me know once it's done.
Customer Reply
sure
Thank you.
Customer Reply
when we right click we get a message, were sending it to you
Make sure to do those on Excel
Customer Reply
With the file open or when its in the folder menu
When the file is open.
Customer Reply
Visitor uploaded: Screen-Shot.pdf
Type: application/pdf
Size: 200659
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.
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 Reply
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?
Do you have any additional questions I can help you with?
Customer Reply
Ok, we have found the customize toolbar but no Customize symbol
Good.
So, did the file opened in Google Drive?
So, did the file opened in Google Drive?
Customer Reply
Yes
Great!
Customer Reply
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 Reply
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 Reply
No thanks
Thank you for chatting with us today!
We are available 24/7, you can refer your questions anytime. Have a nice one!
We are available 24/7, you can refer your questions anytime. Have a nice one!
Customer Reply
You too thanks
Thank you.
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