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installed companion app will not load the Microsoft Office-File Edited

We have installed companion app installed on our clients. When I select a file to "bearbeiten mit" Microsoft Word it starts a dialogue but the file will not opened. 

we analysed the log file...

Companion Log-File with errors:

[
{"namespace":"adc:core","date":"2020-03-03T11:07:58.688Z","message":["Companion launched with argv: [C:\\Users\\mbruegger\\AppData\\Local\\atlassian-desktop-companion\\app-1.0.0\\Atlassian Companion.exe]"]},
{"namespace":"adc:settings","date":"2020-03-03T11:07:59.223Z","message":["Loading settings store from C:\\Users\\mbruegger\\AppData\\Roaming\\Atlassian Companion\\settings.cache"]},
{"namespace":"adc:FileDialogController","date":"2020-03-03T11:07:59.240Z","message":["Initialize an instance of FileDialogController"]},
{"namespace":"adc:manifest-controller","date":"2020-03-03T11:07:59.244Z","message":["enabling manifest:","file"]},
{"namespace":"adc:manifest-controller","date":"2020-03-03T11:07:59.244Z","message":["enabling manifest:","feedback"]},
{"namespace":"adc:manifest-controller","date":"2020-03-03T11:07:59.244Z","message":["enabling manifest:","license"]},
{"namespace":"adc:manifest-controller","date":"2020-03-03T11:07:59.244Z","message":["enabling manifest:","feedback"]},
{"namespace":"squirrel.windows","date":"2020-03-03T11:07:59.266Z","message":["processing argv as squirrel command 'undefined'"]},
{"namespace":"adc:auto-updater","date":"2020-03-03T11:07:59.269Z","message":["using update URL for channel:","stable"]},
{"namespace":"adc:auto-updater","date":"2020-03-03T11:07:59.269Z","message":["constructed URL:","https://update-nucleus.atlassian.com/Atlassian-Companion/291cb34fe2296e5fb82b83a04704c9b4/win32/ia32"]},
{"namespace":"adc:auto-updater","date":"2020-03-03T11:07:59.270Z","message":["checking for update"]},
{"namespace":"adc:auto-updater","date":"2020-03-03T11:07:59.383Z","message":["autoUpdate initialized successfully"]},
{"namespace":"adc:file-manager","date":"2020-03-03T11:07:59.439Z","message":["clearing file manager cache"]},
{"namespace":"adc:browser","date":"2020-03-03T11:07:59.442Z","message":["launching websocket"]},
{"namespace":"adc:FileDialogController","date":"2020-03-03T11:07:59.474Z","message":["init: create window"]},
{"namespace":"adc:browser","date":"2020-03-03T11:07:59.476Z","message":["direct websocket launched successfully on port:",31459]},
{"namespace":"adc:settings","date":"2020-03-03T11:07:59.477Z","message":["opening settings store"]},
{"namespace":"adc:analytics","date":"2020-03-03T11:07:59.487Z","message":["event","companion.start",{"new":false},"e400fa2a-3440-427b-b90b-eb35d87ddaae"]},
{"namespace":"adc:initialiseApp","date":"2020-03-03T11:07:59.583Z","message":["generating tray menu from manifests"]},
{"namespace":"adc:websocket:auth","date":"2020-03-03T11:08:02.614Z","message":["detecting time offset from true time as:",0]},
{"namespace":"adc:websocket","date":"2020-03-03T11:08:45.696Z","message":["new client connection"]},
{"namespace":"adc:websocket","date":"2020-03-03T11:08:45.709Z","message":["received message:","{\"type\":\"authentication\",\"payload\":{\"provider\":\"server\",\"payload\":{\"siteTitle\":\"InoTool\"}},\"requestID\":1}"]},
{"namespace":"adc:serverauth","date":"2020-03-03T11:08:45.710Z","message":["Found trusted domain in database:","10.200.70.11"]},
{"namespace":"adc:websocket","date":"2020-03-03T11:08:45.714Z","message":["received message:","{\"type\":\"new-transaction\",\"payload\":{\"transactionType\":\"file\"},\"requestID\":2}"]},
{"namespace":"adc:websocket","date":"2020-03-03T11:08:45.717Z","message":["received message:","{\"transactionID\":\"f5154267-e6c0-4482-a103-add2ffe42726\",\"type\":\"list-apps\",\"payload\":{\"extension\":\"docx\"},\"requestID\":3}"]},
{"namespace":"adc:websocket","date":"2020-03-03T11:08:45.717Z","message":["received transaction message for:","f5154267-e6c0-4482-a103-add2ffe42726"]},
{"namespace":"adc:transaction:f5154267-e6c0-4482-a103-add2ffe42726","date":"2020-03-03T11:08:45.717Z","message":["handling apps list request",{"extension":"docx"}]},
{"namespace":"adc:websocket","date":"2020-03-03T11:08:47.329Z","message":["received message:","{\"transactionID\":\"f5154267-e6c0-4482-a103-add2ffe42726\",\"type\":\"launch-file-in-app\",\"payload\":{\"fileURL\":\"https://10.200.70.11:8443/download/attachments/327842/WLAN%20Konzept%20LogisPlus.docx?version=1&modificationDate=1583226589044&api=v2&download=true&"]},
{"namespace":"adc:websocket","date":"2020-03-03T11:08:47.330Z","message":["received transaction message for:","f5154267-e6c0-4482-a103-add2ffe42726"]},

{"namespace":"adc:transaction:f5154267-e6c0-4482-a103-add2ffe42726","date":"2020-03-03T11:08:47.330Z","message":["handling file launch request","WLAN Konzept LogisPlus.docx","1e8deda4dfa51a85684f43b79e2f89a9"]},
{"namespace":"adc:websocket","date":"2020-03-03T11:09:23.895Z","message":["received message:","{\"transactionID\":\"f5154267-e6c0-4482-a103-add2ffe42726\",\"type\":\"cancel-launch-file-in-app\",\"payload\":{\"fileID\":\"0ee3d412-00fb-4b2f-a5c4-db527272bc5e\"},\"requestID\":5}"]},
{"namespace":"adc:websocket","date":"2020-03-03T11:09:23.895Z","message":["received transaction message for:","f5154267-e6c0-4482-a103-add2ffe42726"]},
{"namespace":"adc:file-manager","date":"2020-03-03T11:09:23.895Z","message":["cancelling download and launch for:","0ee3d412-00fb-4b2f-a5c4-db527272bc5e"]}
]

 

in an other system where companion is fine working we analyzed the access too, the content of the Companion Logfile is this:

[
{"namespace":"adc:core","date":"2020-03-03T11:10:26.217Z","message":["Companion launched with argv: [C:\\Users\\mbruegger\\AppData\\Local\\atlassian-desktop-companion\\app-1.0.0\\Atlassian Companion.exe]"]},
{"namespace":"adc:settings","date":"2020-03-03T11:10:26.732Z","message":["Loading settings store from C:\\Users\\mbruegger\\AppData\\Roaming\\Atlassian Companion\\settings.cache"]},
{"namespace":"adc:FileDialogController","date":"2020-03-03T11:10:26.749Z","message":["Initialize an instance of FileDialogController"]},
{"namespace":"adc:manifest-controller","date":"2020-03-03T11:10:26.753Z","message":["enabling manifest:","file"]},
{"namespace":"adc:manifest-controller","date":"2020-03-03T11:10:26.753Z","message":["enabling manifest:","feedback"]},
{"namespace":"adc:manifest-controller","date":"2020-03-03T11:10:26.753Z","message":["enabling manifest:","license"]},
{"namespace":"adc:manifest-controller","date":"2020-03-03T11:10:26.753Z","message":["enabling manifest:","feedback"]},
{"namespace":"squirrel.windows","date":"2020-03-03T11:10:26.774Z","message":["processing argv as squirrel command 'undefined'"]},
{"namespace":"adc:auto-updater","date":"2020-03-03T11:10:26.776Z","message":["using update URL for channel:","stable"]},
{"namespace":"adc:auto-updater","date":"2020-03-03T11:10:26.776Z","message":["constructed URL:","https://update-nucleus.atlassian.com/Atlassian-Companion/291cb34fe2296e5fb82b83a04704c9b4/win32/ia32"]},
{"namespace":"adc:auto-updater","date":"2020-03-03T11:10:26.776Z","message":["checking for update"]},
{"namespace":"adc:auto-updater","date":"2020-03-03T11:10:26.889Z","message":["autoUpdate initialized successfully"]},
{"namespace":"adc:file-manager","date":"2020-03-03T11:10:26.952Z","message":["clearing file manager cache"]},
{"namespace":"adc:browser","date":"2020-03-03T11:10:26.955Z","message":["launching websocket"]},
{"namespace":"adc:FileDialogController","date":"2020-03-03T11:10:26.985Z","message":["init: create window"]},
{"namespace":"adc:browser","date":"2020-03-03T11:10:26.987Z","message":["direct websocket launched successfully on port:",31459]},
{"namespace":"adc:settings","date":"2020-03-03T11:10:26.989Z","message":["opening settings store"]},
{"namespace":"adc:analytics","date":"2020-03-03T11:10:27.000Z","message":["event","companion.start",{"new":false},"e400fa2a-3440-427b-b90b-eb35d87ddaae"]},
{"namespace":"adc:initialiseApp","date":"2020-03-03T11:10:27.089Z","message":["generating tray menu from manifests"]},
{"namespace":"adc:websocket:auth","date":"2020-03-03T11:10:32.874Z","message":["detecting time offset from true time as:",0]},
{"namespace":"adc:websocket","date":"2020-03-03T11:10:43.176Z","message":["new client connection"]},
{"namespace":"adc:websocket","date":"2020-03-03T11:10:43.191Z","message":["received message:","{\"type\":\"authentication\",\"payload\":{\"provider\":\"server\",\"payload\":{\"siteTitle\":\"Huddle\"}},\"requestID\":1}"]},
{"namespace":"adc:serverauth","date":"2020-03-03T11:10:43.192Z","message":["Found trusted domain in database:","10.200.20.20"]},
{"namespace":"adc:websocket","date":"2020-03-03T11:10:43.196Z","message":["received message:","{\"type\":\"new-transaction\",\"payload\":{\"transactionType\":\"file\"},\"requestID\":2}"]},
{"namespace":"adc:websocket","date":"2020-03-03T11:10:43.199Z","message":["received message:","{\"transactionID\":\"7bb27d84-d6f0-40b4-a887-8e46af1a5bad\",\"type\":\"list-apps\",\"payload\":{\"extension\":\"docx\"},\"requestID\":3}"]},
{"namespace":"adc:websocket","date":"2020-03-03T11:10:43.199Z","message":["received transaction message for:","7bb27d84-d6f0-40b4-a887-8e46af1a5bad"]},
{"namespace":"adc:transaction:7bb27d84-d6f0-40b4-a887-8e46af1a5bad","date":"2020-03-03T11:10:43.199Z","message":["handling apps list request",{"extension":"docx"}]},
{"namespace":"adc:websocket","date":"2020-03-03T11:10:44.047Z","message":["received message:","{\"transactionID\":\"7bb27d84-d6f0-40b4-a887-8e46af1a5bad\",\"type\":\"launch-file-in-app\",\"payload\":{\"fileURL\":\"http://10.200.20.20:8090/download/attachments/16122850/Legic-Eckdaten%20Acherhof.docx?version=1&modificationDate=1576675105170&api=v2&download=true&"]},
{"namespace":"adc:websocket","date":"2020-03-03T11:10:44.047Z","message":["received transaction message for:","7bb27d84-d6f0-40b4-a887-8e46af1a5bad"]},

{"namespace":"adc:transaction:7bb27d84-d6f0-40b4-a887-8e46af1a5bad","date":"2020-03-03T11:10:44.047Z","message":["handling file launch request","Legic-Eckdaten Acherhof.docx","1e8deda4dfa51a85684f43b79e2f89a9"]},
{"namespace":"adc:file-manager","date":"2020-03-03T11:10:44.095Z","message":["download length set at ",71041]},
{"namespace":"adc:analytics","date":"2020-03-03T11:10:44.095Z","message":["event","companion.openWith.request",{"appName":"Word","fileAttributes":{"fileSize":71041}},"e400fa2a-3440-427b-b90b-eb35d87ddaae"]},
{"namespace":"adc:file-manager","date":"2020-03-03T11:10:44.103Z","message":["Launching file on desktop:","C:\\Users\\mbruegger\\.atlassian-companion\\c1c85dfd-483d-407c-8c24-5b6b3af86330\\Legic-Eckdaten Acherhof.docx"]},
{"namespace":"adc:file-manager","date":"2020-03-03T11:10:44.103Z","message":["Trying to get file type using magic bytes:"]},
{"namespace":"adc:file-manager","date":"2020-03-03T11:10:44.112Z","message":["Trying to get file type using magic bytes:"]},
{"namespace":"adc:file-manager","date":"2020-03-03T11:10:44.125Z","message":["PATHEXT : .com;.exe;.bat;.cmd;.vbs;.vbe;.js;.jse;.wsf;.wsh;.msc;.com;.exe;.bat;.cmd;.vbs;.vbe;.js;.jse;.wsf;.wsh;.msc;COMPANION_BLOCK_LIST : undefined;.com;.exe;.bat;.cmd:Application Name: undefined"]},
{"namespace":"adc:file-manager","date":"2020-03-03T11:10:44.126Z","message":["Legic-Eckdaten Acherhof.docx has an extension [docx]"]},
{"namespace":"adc:file-manager","date":"2020-03-03T11:10:49.435Z","message":["Change reported, checking murmur for file:","c1c85dfd-483d-407c-8c24-5b6b3af86330","Testing:","1e14ae2ada35c39a8af02665d0a93691"," vs ","1e14ae2ada35c39a8af02665d0a93691"]},
{"namespace":"adc:file-manager","date":"2020-03-03T11:10:49.438Z","message":["Murmur resulted in no-change, checking SHA fallback, Testing:","0eKrh8sw9oSFXWXL/AffX4nltes=","vs ","0eKrh8sw9oSFXWXL/AffX4nltes="]},
{"namespace":"adc:file-manager","date":"2020-03-03T11:10:49.438Z","message":["ignoring change"]}
]

 

we found out that the bold market part is different....

 

what do we have to do to fix that problem?

Thanks for helping us

Andrea

Pic: that is the screen....and the file will not be opened

image.png

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