Dynamics GP Word Templates Not Emailing/Printing After Office Update

After a recent Microsoft Office update is applied, some Microsoft Dynamics GP users have started reporting the following error message when either printing to screen, saving, or emailing Word documents: “Word experienced an error trying to open the file.”

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This error only occurs when the document (Word, Excel) is generated by Dynamics GP. If the user opens a separate Word or Excel document created outside of Dynamics GP, there is no error message.

This error is being caused by a Microsoft Office Patch that went out on September 9th, 2020. As soon as your Microsoft Office applies the update, it causes this error. This occurs on any Office version past build 13127.20408, including the insider Channels. Below is a full list of the affected builds:

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Below is from the Microsoft blog, check back here for updates:

The current workaround is to roll back the Office update to the previous version while Microsoft works on a more long-term solution.

For further explanation, the issue is with opening the file, not generating. The files will still show in the file location chosen, or in the email you wanted to send. If you attempted the ‘to screen’ option, then the file can be found in your local %TEMP% directory. Therefore, if you are sending emails to customers/vendors, Microsoft recommends sending them as PDF’s rather than DOCX. If your customer/vendor has updated Office, they will be unable to open your attachment.

Find Your Microsoft Office Account Version

Before we roll back Microsoft Office to its previous build, we must find the account info following the steps below:

1. Open any Office application (Outlook, Word, Excel, etc.)

2. Go to File >> Office Account and you should see an information box like the one below:

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3. Note the Version number (2008), Build number (13127.20408), and channel (Current).

4. Using the version reference table above, locate your build and the build you should roll back to.

  • For example, the previous update would be 20296. So, you would use 16.0.13127.20296 as the version to roll back to. All previous build numbers can be found in the table above
  • Note – the complete build number always has a prefix of ‘16.0.’ so, remember to add ‘16.0.’ when you go to roll back the update, otherwise it will not work.

Next, we can begin the process to rollback Office:

Rollback Microsoft Office

1. Disable Office Updates:

  • Open any Office application (Outlook, Word, Excel, etc.)
  • File >> Office Account >> Update Options >> Disable Updates.
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2. Close all Microsoft Office applications.

3. Open an elevated command prompt.

  • Click the Windows Start button and type ‘cmd’.
  • Right-click on Command Prompt and select Run as administrator.
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  • When the User Account Control dialog appears, click ‘Yes’ and / or enter your admin credentials when prompted.
  • Press Enter.
  • In the Command Prompt, type the following to change the directory:
    • cd C:\Program Files\Common Files\microsoft shared\ClickToRun
  • Press Enter.
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  • Next, type the following:
    • OfficeC2RClient.exe /update user updatetoversion=XXX
    • Replace XXX with the version you want to roll back to, i.e. 16.0.13127.20296
    • Do not forget to add the 16.0. prefix to the build number.
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  • Press Enter.
  • A ‘Checking for updates’ dialog will appear followed by a ‘Downloading Office updates’ dialog.
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  • Sometimes this dialog does not pop-up but is running on your Task Bar
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Note – If the download did not start, first check to make sure you entered the full version number, i.e. 16.0.13127.20296. If it still does not run, you might not be able to elevate the Command Prompt and may need an Administrator.

4. Open any Office application (Outlook, Word, Excel, etc.) and you should see a notice the updates were installed.

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5. In the Office Account section, it should reflect the previous version and build you specified

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This process will need to be repeated on every computer that has Dynamics GP installed. For example, if all users connect to a RDS server to access Dynamics GP, then this will need to take place on the RDS server, with all users logged out, but will only need to happen once. If users access GP from their local computer, this process needs to be repeated on all users’ computers.

If you do not have internal IT that can assist with this, please let Encore know and we will be happy to assist.

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