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Cannot open file, something went wrong

Hubert Halden 0 Reputation points
2026-03-12T01:25:16.05+00:00

I’m using 365. Ipad says “cannot open file, something went wrong”. It is an excel app on ipad. Someone I know sent me an excel sheet which i opened and edited. Now I can’t open it. Cannot get assistance from microsoft, on phone for hours waiting and cannot submit problem online.

Microsoft 365 and Office | Excel | For business | iOS
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  1. Jade Ng 11,910 Reputation points Microsoft External Staff Moderator
    2026-03-12T02:25:15.15+00:00

    Dear @Hubert Halden,

    Based on your description, please kindly try these following steps below and check if it works:

    1.Confirm file format:

    It's probably because it's been saved in a file format that iOS version of Excel doesn't support. Select the tab for your device and check the table to see if that's the case.

    User's image

    For reference, please refer to: Why can't I open my Excel file?

    2.If you have access to a Windows or Mac computer:

    Ask the sender (or yourself, if you can access it elsewhere) to:

    • Open the file in desktop Excel
    • Select File > Save As
    • Save it explicitly as .xlsx

    Re‑send or re‑upload that newly saved file

    Open it directly from the Excel app on iPad (not from the iPad Files app)

    3.If the file is password‑protected

    • Open your password-protected Excel file on a computer running Windows.
    • Select File > Save As.
    • In the file formats list, select .xlsx or another file format that is supported on your device.

    4.Excel stores temporary files and cache data that can become corrupted or overloaded, especially after repeated large copy-paste actions. Clearing these files can resolve persistent freezing issues.

    • Press Win + R to open the Run dialog.
    • Type %LOCALAPPDATA%\Microsoft\Office\16.0\Wef\ and press Enter to open Excel's cache folder.
    • Select all files in this folder and delete them. This clears the cache. Restart Excel and see if performance improves during copy and paste tasks.

    5.Repair Office Application: You can refer to Repair an Office application - Microsoft Support and then check the result. 

    If the issue continues to persist, in order for us to further investigate and assist you effectively, we would appreciate it if you could help confirm the following details:

    1. Where is the Excel file currently stored?
    2. Can the file be opened successfully on another device?
    3. What is the exact file format of the document?
    4. Are you opening the file directly from the Excel app, or via the Files app on the iPad?
    5. Could you please confirm your current iPadOS version and the version of the Excel app installed on your device?
    6. Does this issue occur with all Excel files, or only with this specific file?
    7. Please take a screenshot of the issue you're experiencing so I can better assist you.

    Note: Please note that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution. 

    Please feel free to reply below if you have any update or further concern. Thank you for your valuable time and cooperation. I am looking forward to your response!

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".   

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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  2. AI answer

    2026-03-12T01:25:28.4433333+00:00

    The “cannot open file, something went wrong” message in Excel for iPad is typically caused by either an unsupported file format on mobile or, for password‑protected files, a format that the iPad version of Excel cannot open correctly.

    Use these checks and workarounds:

    1. Confirm the file type is supported on iOS
      On Excel for iPad/iOS, the following are supported:
      • Fully open and edit: .xlsx, .xlsm (VBA won’t run), .xlsb, .xltx
      • Open as read‑only: .xls, .ods, .csv, .xlt
      • Not supported at all (won’t open): .xltm, .xla, .xlam, .xml, .dif, .htm, .html, .mht, .prn, .slk, .sylk, .txt, older binary formats (Biff2–Biff5).
      If the file is in one of the unsupported formats above, it will not open on the iPad Excel app.
    2. If the file is password‑protected
      On mobile, password‑protected files in unsupported formats can trigger a generic “Something went wrong” error. In that case:
      1. On a Windows PC, open the file in desktop Excel.
      2. Select File > Save As.
      3. Save it as .xlsx (or another format listed as supported on iOS).
      4. Send or sync that new file back to the iPad and open it in Excel for iPad.
      Note: Saving to a different format may not preserve all version‑specific features or formatting.
    3. If the file type is supported but still won’t open
      Since this is Excel for iPad and the app previously worked, the file itself may have become corrupted or the app state may be damaged. Common resolutions seen around subscription/usage issues on iPad include:
      • Deleting and reinstalling the Excel app on the iPad, then signing back in. This has resolved similar “stopped working” issues around subscription renewals.
      • Ensuring the iPadOS and Office apps are fully updated, as some issues have been fixed by newer software updates.

    If the file opens on a desktop but not on the iPad, resaving it as .xlsx from desktop Excel and then reopening on the iPad is the most reliable workaround.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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