Word, Excel, or PowerPoint won't open, or a file is locked or can't be found

These steps fix most problems with Microsoft Office apps and files.

The app won't open or keeps crashing

1. Restart your computer.
2. Open the app in safe mode: hold Ctrl while opening it, then select Yes. If it works in safe mode, an add-in is likely the problem. Contact the Help Desk.
3. Try the web version at https://www.office.com so you can keep working.
4. If the app still won't open, contact the Help Desk. IT can repair Office on your computer.

"File is locked for editing by another user"

• Someone else has the file open. Ask them to close it, or select Read Only and Notify to be told when it's free.
• If the file is in OneDrive, SharePoint, or Teams, several people can edit at the same time. Open it from there instead of a downloaded copy.
• If it says you have it locked, close the file everywhere it's open (and on other computers), then wait a few minutes.

I can't find a file I saved

1. In the app, select File > Open > Recent. Hover over the file to see where it was saved.
2. Search the Windows Start menu or File Explorer for part of the file name.
3. If you saved it under the wrong name, you can rename it in File Explorer (right-click > Rename).

Menu options are greyed out

• The file may be opened Read-Only or in Protected View. Select Enable Editing in the yellow bar at the top.
• In Excel, the sheet may be protected. Select Review > Unprotect Sheet (you may need the password from the file's owner).

Still need help?

Contact the IT Help Desk at (704) 283-3834 x5000 or submit a ticket at https://unioncountyit.zendesk.gov/hc/requests/new. To get it fixed faster, include: the app name, the file's name and location, and the exact error message.