“Sorry, we can’t perform this action" error when you try to open a document from a OneDrive for Business, OneDrive, or SharePoint site

This article contains information that applies when you use the OneDrive for Business sync client (groove.exe).

Note To determine which OneDrive sync client you're using, see the following Microsoft website:
Consider the following scenario.
  • You install the September 2014 public update or a later public update for OneDrive for Business, Office 2013, or another Office 2013 product.
  • You have any combination of Office 2013 products installed that use a mixture of Click-to-Run and MSI-based installations. For example, you have Office 2013 Click-to-Run combined with an MSI-based installation of Visio 2013 or SharePoint Designer 2013.

    Note This doesn’t include separate versions of Office, such as Office 2013 and Office 2010 combined.
  • You try to open a file in the local folder where files are synchronized from a OneDrive or OneDrive for Business site. Or, you browse to a OneDrive for Business, SharePoint Online, SharePoint Server 2013, or OneDrive website, and then you try to open a file. In these scenarios, you receive one of the following error messages:
    Sorry, we can't perform this action.  Incompatible Office products are installed on your machine. If you have an administrator, please contact them for help.
    Sorry, we couldn’t open https://<URL>/<filename<URL>/<filename>

    The <URL> placeholder indicates the location of the OneDrive for Business or SharePoint Online website. The <filename> placeholder represents the name of the file that you're trying to open when the error occurs.
Additionally, with both issues, the Office Upload Center displays the following error message:
An error occurred while accessing the Office Document Cache. Close and reopen the Upload Center to try again. If the problem persists, move or delete the cache in the Upload Center settings dialog box.
Screen shot of the Office Upload Center with the
To resolve this issue, decide which installation method that you want for Office 2013, and then remove the other installation by using the Programs and Features item in Control Panel. For more information, go to the following Microsoft Knowledge Base article:
2739501 How to uninstall Office 2013 or Office 365
These issues occur when different updates are applied to the MSI and Click-to-Run versions of Office 2013 products on the same computer. You'll receive this error message when any combination of the Click-to-Run and MSI versions of Office 2013 products are installed but do not use the same update version.

Caution Whereas it’s sometimes possible to resolve this error temporarily by updating the MSI and Click-to-Run versions of Office 2013 to the same update version, this configuration is unstable and isn’t supported. For more information about compatibility, go to the following Microsoft Knowledge Base article:
2753630 Side-by-side installations of MSI and Click-to-Run versions of Office 2013 are not supported

Still need help? Go to the Office 365 Community website.

Article ID: 3004898 - Last Review: 03/09/2016 16:08:00 - Revision: 6.0

Microsoft SharePoint Online, OneDrive for Business, OneDrive, Microsoft SharePoint Server 2013

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