SharePoint Online - external user has developed problems opening files - Microsoft Community

i have external user finding when trying open file on desktop see following message:
"due organizational policies, can't access these resources."

after trying out few different things (detailed below), confirmed doesn't have problem on different computer. using laptop running windows 10, don't know settings might have changed, or can try fix issue.

i wondered if might have ideas cause? or potential workarounds? (other "use computer".)

**************** further detail of issue , troubleshooting steps taken ****************

this recent development, , wasn't having problems. require multifactor authentication our external users, complete sequence of events user experienced went this:

1) browse site

2) come sign in page (new style) , put in username (personal microsoft account) , password

3) sign in site successful , can navigate around

4) can select folders , files , open files in browser

5) when trying open file in office application, gets asked login again

6) signs in once more, same details , completes 2 step verification via ms security app

7) sees message "due organizational policies, can't access these resources."

8) office program, such word, shows error message, along lines of "sorry, couldn't open <fileaddress>"

i did initial check , confirmed site owner had given user permissions within site, , files attempting open.

after searching internet, first working hypothesis must related conditional access settings, however, have no policies in place think causing this. checking sharepoint admin centre, under "access control" option "only allow access specific ip address locations" disabled; double checked through powershell using get-spotenant can see "ipaddressenforcement: false".

i deleted user through powershell, both removing them after connecting sposervice:

>>$user = get-spoexternaluser -filter *** email address removed privacy ***

>>remove-spoexternaluser -uniqueids @($user.uniqueid)

and clearing them recycle bin after connecting msolservice:

>>remove-msoluser -userprincipalname *** email address removed privacy *** -removefromrecyclebin

after reissuing invite site, there initial blip external user couldn't complete invite (the "we're sorry, sign-in isn't working right now..." message), after withdrawing invite , generating new invite, able sign in, completing invite process. however, found same error occurred when trying open office files on desktop.

i decided invite test microsoft account site, granting same permissions external user having problem. sent these sign in details external user found experienced same problem. decided try signing in on laptop, , found problem didn't occur.

i think narrows down issue due laptop, can't find on internet gives clues settings into, or perhaps might have changed in recent windows 10 update.

essentially don't know else suggest him. technically support role doesn't extend problems caused laptop, leaving "it's not us, it's you" seems bit unhelpful.

hi flisst,

you let user try following steps:

1. open 1 of office applications>sign out existing account.

2. open control panel>search credential manager>remove microsoft related credentials in both windows credentials , web credentials. 

3. restart laptop>reopen 1 of office applications>sign in account (the same account share with). 

4. check if can open files.

note: if receive invitation site or items, let him access them via clicking link in invitation.

if issue persists, please share following screenshots user:

1. open word>file>account>capture screenshot below. (don't capture account info)

2. click start button>settings>system>about>capture screenshot below.

moreover, "completes 2 step verification via ms security app", mean uses work/school account , mfa enabled in tenant? when opens same file in device can open same file, perform same "two step verification" step on lap top?

best regards.

tim

Office / SharePoint Online / Windows 10 / Office 365 for business