If the documents are opening in other computers for Webcare, the issue will be related to your local computer/laptop.
To open the Office documents, we are working with two different systems (i.e. Internet Explorer and Microsoft Office Suite), and since there are different versions/types of these systems, the issue may be due to some incompatibility. Please see following steps/checks to see if the issue is resolved (please consult your local IT support for advanced settings):
Prerequisites
- Ensure that IE is running in 32-bit; and Office suite is running in 32-bit (ideally there should be only one Office installation).
- Ensure that https://(YOUR COMPANY WEBCARE NAME).webcare.net.nz is added as a Local Intranet site, and https://(YOUR COMPANY WEBCARE NAME-app.webcare.net.nz is added as a Trusted site. Also, when signing-in, ensure that “Sign me in automatically” is ticked.
Clearing any old/incompatible settings in Internet Explorer
- Select Internet Options > Advanced > Reset … > Check Delete personal settings and reset
- Select Internet Options > Connections > LAN settings > changed proxy settings / automatically detect
- Select Internet Options > Advanced Options > Security > <uncheck> “Do not save encrypted pages to disk”
Clearing any old/incompatible settings in Microsoft Office
- Ensure that all Office updates are installed
- Delete all the files located under %systemDrive%\Users\%userprofile%\AppData\Local\Microsoft\Office\16.0\OfficeFileCache\ (its Ok if some files cannot be deleted)
If there are multiple Office installed, you will need to delete cache from each version (e.g. 14.0 for Office 2010, 15.0 for Office 2013, 16.0 for Office 2016). If there are multiple installations, usually Repairing the Office installation would fix most of the issues.
It's still not working!
Please check that you may be:
- Not using a browser that supports ActiveX controls. Open with Explorer works only in Internet Explorer 10 or 11. For Windows 10, Edge is the default, but Internet Explorer 11 is also installed. Open with Explorer does not work with Edge, Chrome, or FireFox. You can use Internet Explorer to do your file transfers, and then go back to using your preferred browser (if not IE).
- Internet Explorer has ActiveX controls or Add-ons are blocked. In Internet Explorer 11, press ALT+Ton the keyboard. In the Tools menu if there's a check next to ActiveX Filtering, then press X to turn it off. You can also click Tools, click Safety, and then click ActiveX Filtering.
- You're using 64-bit version of Internet Explorer. ActiveX controls are a 32-bit only technology. They don't run in the 64-bit version of Internet Explorer. In Internet Explorer 11, there is only one browser and it automatically switches to 32-bit for ActiveX controls. However, if you're using the 64-bit Internet Explorer 10, switch to the 32-bit version. To check your version, press ALT+H, and then press A for About Internet Explorer.
- Ensure that ActiveX controle are loading. In Internet Explorer, select Tools > Manage Add-Ons. You should have these add-ons installed and enabled:
- “STSUpld.UploadCtl”, “SharePoint Export Database Launcher” and “SharePoint OpenDocuments Class” is enabled
- If "NameCtrlClass” and “Office Document Cache Handler” controls are enabled, then they need to be disabled
