I can't open files on any Microsoft app in mobile

Jhas Aldrix Alcantara 20 Reputation points
2025-09-16T09:45:26.71+00:00

1000044516

1000044518

My microsoft apps seems not connected to the phone storage and I can't open any files from my device. It only opens the ones on the cloud. I also can't save to my device whenever I create a file that's why I figured it's like it is not connected through the phone storage. I'm using all for free so I figure I don't have subscription but it did well on my first interactions until now. Why? How to fix this?

Microsoft 365 and Office | PowerPoint | For education | Android
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Answer accepted by question author
Michelle-N 20,735 Reputation points Microsoft External Staff Moderator
2025-09-16T12:40:51.21+00:00

Hi @Jhas Aldrix Alcantara

Thank you for posting question to Microsoft Q&A.

I understand how frustrating it is when the Microsoft Office app on your phone suddenly stops accessing local files, especially when it was working correctly before. Let's try to diagnose and fix it. To better understand the problem, could you please provide some more information and try a couple of steps?

  1. When you create a brand-new file (for example, in the PowerPoint app) and try to save it directly to your device, what happens? Does a specific error message appear? If so, what does it say?
  2. In your screenshot, the "Documents" folder is empty. If you try to navigate back from that folder, can you see other local folders (like "Downloads," "Pictures," etc.), or does the entire "This device" section appear empty?
  3. If the issue persists, the next step is a fresh start. Could you please try reinstalling the Microsoft 365 (Office) app? Uninstall it completely from your phone, then download it again. When you open it for the first time, be sure to "Allow" any permissions it asks for regarding file and media access.
  4. Could you please describe the exact steps you are taking when you try to open the local file?
  5. To confirm, does this problem affect all Office apps (Word, Excel, etc.), or just one? Are you unable to open any local files from any of them?
  6. Could you please test if you are able to open a native PowerPoint file (one with a .pptx extension)? As far as I know, the PowerPoint app cannot be used to open PDF files, so I want to rule out a file compatibility issue.

Any updates you can provide on the questions above would be very helpful. Wish you a pleasant day!

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  1. Jhas Aldrix Alcantara 20 Reputation points
    2025-09-17T12:08:36.69+00:00

    Hi! I didn't do anything you suggested but now it somehow works. I can only answer questions 2,4,5,6. 2) Yes, I can see the folders but they are also empty. 4) I just go to my file manager and then open it using powerpoint or any office apps according to file type since I can't access them from the app. It shows the exact error message I have screenshot. 5) It affects M365 Copilot, Word, and PowerPoint since it's the only three apps I use. 6) Yes. Additionally, if I have to open a pdf or a spreadsheet I use M365 Copilot. Somehow, now it works but maybe your answer could help someone or me if this problem happens again. Thank you.

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