When trying to open the filename.docx file on Word for Mac we get the following error: “The Open XML file filename.docx cannot be opened because there are problems with the contents of the file name might contain invalid characters (for example, /). This only happens with this one file on our Office 365 and only with Macs, support are refusing to help as apparently its not supported?!?!? We are able to open/edit the file on the Office 365 online word and also local Word on Windows machines.

This is happening on all Macs (even tested on a few external ones). Any help would be great. So it's either the document or it's network access permissions, right? First use the Mac Finder to copy the file to the Mac user's local Documents folder.

Writer, part of the open source package available for Linux, Mac and Windows users, provides an easy-to-use word processor interface that allows you to view, edit or create new files from over a dozen formats including DOC, DOCX, and ODT.

Will it open from there? If so, it's a problem on the network. I think that's unlikely, because it's occurring with only one document. The error message you are seeing is usually funny characters in the file pathname.

For example: the string 'file' occurring in the sharename of the server or the pathname will stop it dead (and they still have not fixed that!). Any of the funny characters in Phillip's post will stop it if they occur anywhere in the server, folder, or file names. It is also possible that the file may contain some Windows widget that Mac Word can't handle. Mac keyboard emulator. Non-Microsoft applications that embed files in Word documents will sometimes do this. It's a rare condition, but I would be very suspicious of that in this case because it's only one document. If you like, send me a copy to john 'at' mcghie.name (that's a complete address) and I will take a peek and see if I can tell you want it is.

Send the document as an attachment, and don't forget to say in your email what the problem is: I get a LOT of email! As to 'support boundaries': Well there are only two viable desktop OSs out there. Microsoft will use any subterfuge or devious Catch-22 it can dream up to try to make things difficult for Mac users. They are trying to say that the only support there is for Office 365 doesn't know anything about the Mac clients. Trust me: this is actually an improvement: before they used to tell you to click the Start button. Fortunately, you have a lot of experienced systems professionals in here who use Macs for a living. We can normally find the problem for you very quickly.

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Please carry out that test of copying the file to the local hard disk and opening it there. If it opens, the issue is in the network. Since it's only one document, I think that's unlikely. More likely to be an embedded artifact such as ChemDraw or some other unrecognised piece of content. Hope this helps John McGhie, Microsoft MVP (Mac Word), Consultant Technical Writer.