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Question
Friday, January 19, 2018 1:57 PM | 1 vote
Hello!
I can never seem to encounter an issue that makes any logical sense. This one has me stumped. Here is the scenario:
I have two users who recently had their HDD cloned to an SSD. Both are running Windows 7 and Office 2013 Home and Business. They said the issue started after the clone. The user will create a file in Excel. (Not saved at this point, just a new workbook.) The user then attempts to save the file to a network server running Windows Server 2012 R2, it is a domain controller. Or simply to their desktop/documents folder local on their computer. When they name it and click save they get the usual popup box that verifies you want to save as CSV. The user clicks yes. Immediately an information box comes up that states "(random).tmp cannot be accessed. The file may be corrupted, located on a server that is not responding, or read-only." You can click retry until the cows come home and it will not go away. When you click cancel you can sometimes see the .tmp file created (which if you open in notepad is the CSV file you attempted to save). Other times the user will get "(filename).csv cannot be accessed. The file may be corrupted, located on a server that is not responding, or read-only." This time you see the CSV file but there are no contents to the file. You may have to click save up to 5 times for the file to actually save. 40% of these users workload is creating these files to update inventory and place orders. I have worked with Office since version 1997 and have never seen this issue.
Troubleshooting performed and outcome:
- Save to a local path. - Same error as stated above.
- Repair Office 2013. - Both an offline and online repair; no change.
- Completely uninstall and re-install Office 2013. - No change.
- Disable anti-virus/anti-malware file scanning on the server. - No change.
- Perform a check disk. - No change.
- Perform a sfc.exe /scannow. - No change.
- Verify user permissions on server paths, local and Windows temp paths. - Fixed one issue, but still persists.
I spent 2 hours yesterday working on this and did not have much success. The odd part is, it ONLY affects CSV files. They can save regular .xls/.xlsx files all day and not have this issue. I really appreciate any troubleshooting I can perform/fixes/patches that my lead to the resolution of this issue. Last resort is an OS reload, which I am trying to avoid.
Thanks,
-M
All replies (28)
Monday, February 26, 2018 8:40 PM ✅Answered
My company has been experiencing the same issues for a little over a month now. After hours of troubleshooting, we narrowed the issue down to Trend Micro's OfficeScan. After speaking with their support team they recommended that we install hotfix 4440. After updating our server to 12.0.4440 Service Pack 1 and pushing the updates to our agents the CSV issues we were experiencing went away. You can find updates on Trend Micro software at http://downloadcenter.trendmicro.com/
Friday, January 19, 2018 6:51 PM
I too have this exact same issue. Been trouble shooting for hours and hours. It only affects CSV files. I can create a new CSV file in Notepad OR in Excel, save it as test.csv, re-open it, edit, and then when I try to save the changes I get the same error message that -M got above: "test.csv cannot be accessed. The file may be corrupted, located on a server that is not responding, or read-only."
But it isn't located on a server, it's on a local desktop. And is a freshly created file. I tested this with several machines and have the same problem. It doesn't seem to happen on at least one of the servers. I tried rolling back to earlier builds and same problem. I tried updating to the latest build and patches, same problem.
We use Office 2010, not 2013 like above.
Friday, January 19, 2018 9:02 PM
I'm relived to know I'm not alone! Can you tell me if you have cloned the computers in question to a SSD, applied any certain Windows updates, anything maybe that I we can find common ground on? I'm going to have the users try it in notepad to see if they see the same thing. At least this sort-of eliminated the server from being the culprit.
Thanks for posting!
Friday, January 19, 2018 11:31 PM
I just tried it on several unrelated clients that have 2013, and the same problem.
I just now tested with several workgroup machines and so far they don't have this problem. Maybe it only affects domain machines..?
Monday, January 22, 2018 2:16 PM
This makes me wonder if this is being caused by a Windows/Office Update. I could start there I guess, but this issue is beyond sensible. Why CSV files and not any others? Why domain joined joined computers and not workgroup ones? There has to be something broken either within how Excel is handling the conversion from the .TMP file to the .CSV file. As stated above, when the .TMP file is created you can open it and the data, in CSV format, is existent. I am lost where to troubleshoot further. Any help would be welcome!
Monday, January 22, 2018 3:13 PM
Hi I'm also getting this problem.
I have a user who runs a scheduled task whcih runs a VBS, this runs a access db into an XLSM document. When the program tries to save an Excel file as CSV format, an error message appears “unable to save . . . “.
Instead, an empty CSV file is saved and a temporary file is created, like you also if you change the extension from .tmp to .csv it opens the correct info.
Previously, the problem seemed to be caused by an issue with permissions. I can’t understand why it keeps happening, but randomly starts working again. It seems temperamental though.
The script is suppose to overwrite the document everyday so I have asked him to change so it creates a new file. Alas this didn't work and still created the tmp file.
I have also tried disabling the AV and run it which also didn't work.
*EDIT* this saves to a network share
Monday, January 22, 2018 3:27 PM
What OS, Excel version? Any updates installed on this computer lately around the time it started? There has to be some consistent factor among all of us posters causing this. If it is indeed tied to permissions, has anyone tried from a different user profile on one of the affected computers?
Thanks!
Monday, January 22, 2018 4:03 PM
Windows 7 SP1
Office 2013 SP1 (15.0.4997.1000).
We have had a lot of updates since so it is hard to narrow it down.
I havent because it is a scheduled task.
Saying that I have a user who saves xlsx to her desktop (local) and she is getting a tmp file, again with this I can rename the file to .xlsx and the contents are what they should be.
Monday, January 22, 2018 4:09 PM
Being that a new profile is not something I have tried yet, nor any poster that I can tell, I'll see about making arrangements to do that tomorrow when I am back at that site. I may have the admin there give it a go. I'll post back to let you all know.
Thanks again!
Monday, January 22, 2018 4:17 PM
Just now tried with a local admin account on one of the affected PCs and same problem. I also tested in the temp directory just to see if its permissions related; same problem.
Monday, January 22, 2018 4:48 PM
Is that a user that has not logged on before? Ie. a new user profile? I am trying to think of all possibilities to prevent having to reload everything back on these computers. The users stated this started happening after cloning their drives to an SSD. However based on the feedback I've gotten from here that doesn't seem to be the case. I'll keep everyone posted as testing progresses.
Thanks!
Monday, January 22, 2018 7:00 PM
Just tested it with a brand new local user I created just for testing. Same error.
Tuesday, January 23, 2018 1:53 AM
Hi all - I'm having exactly the same issue (on domain joined Win7 PC) with Office 2013 (running update version 15.0.4997.1000) however when logged in as local user, i don't have the issue saving to local drive but still have the issue if i attempt to save to network drive (which is on a TS) so Excel + Domain network is a factor
Have already changed Excel settings with Trusted locations etc..
Weird!
Monday, January 29, 2018 7:35 PM
We used Office 2010 and 2016. Exactly the same error when trying to save a spreadsheet as CSV file. User needs to re-do the whole process 3 or 4 times, then it allows us to save the file. The error message appears from time to time when only saving CSV.
"7CE345909.tmp" cannot be accessed. The file may be corrupted, located on a server that is not responding, or read only. Retry/Cancel.
I have no solution to that and the user thought I think she is crazy because every time I went over there, and it works, because she tried 3 times already, and the fourth time I stand next to her and it worked?!!
No clue why.... need help.
Wednesday, January 31, 2018 6:57 PM
No resolution so far in any forum. I guess we are going to have to call Microsoft and TRY to get them to even recognize there is a problem. Ugh.
Thursday, February 1, 2018 5:12 PM
What architecture of office is everyone using? we use x64 for those that are having issues. I have just reinstalled office for a user to x86 to see if that helps. She will update me if she sees anymore.
Monday, February 5, 2018 11:46 AM
I can confirm the architecture doesn't make a difference
Friday, February 16, 2018 3:19 AM
I too am having this issue, terminal server with O2013. Logged as admin and opened up file from Desktop, no problem, as soon as try network location getting this issue. Seems to have started a month ago :-/
Friday, February 16, 2018 3:40 AM
Can I ask if anyone has tried an Office repair? Tempted to try it but feel it may be waste of time/ money for client as will have to be out OOH support.
Tuesday, February 20, 2018 7:54 PM
I have the same issue when saving CSV files to my local PC.
We have been dealing with some other access type issues on our network involving installing printers that seemed to mimic this behavior so I attempted my resolution.
I have the ability to suspend our virus scan tool (Trend Micro) for administrative purposes. Once I paused the anti-virus tool, the save went through without issue.
I experienced the same behavior while attempting to download a CSV dump from Service Now. Again, once I suspended Trend Micro, the download to CSV (and the default opening of EXCEL to view it automatically) worked just fine.
I don't know how these things are related but it might be worth a shot to disable/suspend/pause the anti-virus utility and see if it resolves the issue.
Thanks.
R.
Monday, February 26, 2018 3:02 AM
It would make some sense as we do get a lot of problems with our Anti virus, we have just moved to Trend however experiencing the same issue before. Issue is it is a Terminal Server so can't disable AV every time someone needs to save a file :-/
We are logging a case with Microsoft, so hopefully we may get a fix and I will gladly share the knowledge
Tuesday, February 27, 2018 12:22 PM
That solved me, Thanks!.
Monday, March 19, 2018 8:27 AM
My company has been experiencing the same issues for a little over a month now. After hours of troubleshooting, we narrowed the issue down to Trend Micro's OfficeScan. After speaking with their support team they recommended that we install hotfix 4440. After updating our server to 12.0.4440 Service Pack 1 and pushing the updates to our agents the CSV issues we were experiencing went away. You can find updates on Trend Micro software at http://downloadcenter.trendmicro.com/
Where did you find hotfix 4440? All I can find is 12.0.4430 Service Pack 1 released on the 05/01/2018
Thanks
Wednesday, March 28, 2018 11:42 AM
My company has been experiencing the same issues for a little over a month now. After hours of troubleshooting, we narrowed the issue down to Trend Micro's OfficeScan. After speaking with their support team they recommended that we install hotfix 4440. After updating our server to 12.0.4440 Service Pack 1 and pushing the updates to our agents the CSV issues we were experiencing went away. You can find updates on Trend Micro software at http://downloadcenter.trendmicro.com/
The latest on their site is 4430. Did you get a special version sent to you by the Trend Micro support folks? We're having the same problem and would like to fix it. Thank you!
Friday, March 30, 2018 1:27 PM
Well, I contacted our Trend Micro support person and they sent me 4400. It seems to fix the problem, so if you need it you'll have to fill out a support ticket and have them send it to you. I referenced this thread for details. Good luck!
Wednesday, April 25, 2018 3:07 PM
I am having them to test with the Anti-Virus disabled. They are using Trend Micro Worry Free Business Services. Will update everyone on status after testing is complete.
Thanks,
-M
Tuesday, January 22, 2019 7:15 PM
Hi,
I was having this same issue as well and managed to resolve it. I opened the .tsv file in Excel and entered a new piece of data (literally just wrote 'testtest' in a blank cell). I then clicked 'X' to close the program, and the 'Do you want to save changes?' box popped up. I saved the file as test.xlsx and the file saved without the error message popping up. I then opened the .xlsx file, deleted the 'testtest' entry, and restored the proper filename.
Note that this procedure does NOT work for me when I try to save by clicking File --> Save instead of clicking X and responding to the 'Do you want to save changes' popup box
Weird workaround, no clue why that works, but I'm not complaining! Hope that works for you too :)
Monday, April 8, 2019 1:39 AM
Delete the tmp file using file explorer and then re-save the csv file. That has always worked for me.