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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06248533

Version: 1

HP Desktops and Notebooks PCs - Error 'This App Can't Open' Is Displayed After Performing a System Restore Using a Restore Point

Notice:: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 27-Feb-2019

Last updated : 28-Feb-2019

DESCRIPTION
The following error is displayed when trying to open any Office application:
Error: This app can't open
'Error: This app can't open' error message
The error occurs if upgrading Office 2016 to Office 2019 is interrupted by running a system recovery from a restore point at the same time.
Start Tiles of the Office applications are not displayed
             The Start tiles

SCOPE
The information in this document applies to the following:
Applications:
  • Office 2019
  • Office 2016
Computers:
  • HP EliteOne 8xx G4 23.8-inch Touch All-in-One PC Series
  • HP EliteOne 8xx G4 23.8-inch Touch GPU All-in-One PC Series
  • HP EliteOne 8xx G4 23.8-inch Non-Touch All-in-One PC Series
  • HP EliteOne 8xx G4 23.8-inch Non-Touch GPU All-in-One PC Series
  • HP EliteOne 8xx G5 23.8-inch All-in-One PC Series
  • HP EliteOne 8xx G3 23.8-inch Touch All-in-One PC Series
  • HP EliteOne 8xx G3 23.8-inch Non-Touch All-in-One PC Series
  • HP EliteDesk 8xx 65W G3 Desktop Mini PC Series
  • HP EliteDesk 8xx 65W G4 Desktop Mini PC Series
  • HP EliteDesk 8xx G4 Workstation Edition Series
  • HP EliteDesk 8xx G4 Tower PC Series
  • HP EliteDesk 7xx G4 Small Form Factor PC Series
  • HP EliteDesk 7xx G4 Microtower PC Series
  • HP EliteDesk 8xx G4 Small Form Factor PC Series
  • HP EliteDesk 8xx G3 Small Form Factor PC Series
  • HP EliteDesk 8xx G3 Tower PC Series
  • HP ProDesk 6xx G3 Microtower PC Series
  • HP ProDesk 6xx G3 Desktop Mini PC Series
  • HP ProDesk 6xx G4 Small Form Factor PC Series
  • HP ProDesk 6xx G4 Microtower PC Series
  • HP ProDesk 6xx G4 Desktop Mini PC Series
  • HP ProDesk 6xx G3 Small Form Factor PC Series
  • HP ZHAN 66 Pro G1 Notebook PC Series
  • HP ZHAN Notebook PC Series
  • HP ProOne 6xx G4 21.5-inch Non-Touch All-in-One Business PC Series
  • HP ProOne 6xx G3 21.5-inch Non-Touch All-in-One PC Series
  • HP EliteDesk 8xx 35W G3 Desktop Mini PC Series
  • HP EliteDesk 8xx 35W G4 Desktop Mini PC Series
  • HP EliteDesk 7xx G3 Small Form Factor PC Series
  • HP EliteDesk 7xx G3 Microtower PC Series
  • HP EliteDesk 7xx G3 Desktop Mini PC Series
  • HP ENVY Pro Curved All-in-One Desktop PC Series
  • HP EliteBook 1040 G4 Notebook PC Series
  • HP EliteBook 1040 G3 Notebook PC Series
  • HP EliteBook 1050 G1 Notebook PC Series
  • HP EliteBook 8xx G3 Notebook PC Series
  • HP EliteBook 7xx G3 Notebook PC Series
  • HP EliteBook 8xx G4 Notebook PC Series
  • HP EliteBook 7xx G4 Notebook PC Series
  • HP EliteBook 7xx G5 Notebook PC Series
  • HP EliteBook 8xx G5 Notebook PC Series
  • HP EliteBook x360 1030 G4 Notebook PC Series
  • HP EliteBook x360 830 G5 Notebook PC Series
  • HP EliteBook x360 1040 G5 Notebook PC Series
  • HP EliteBook x360 1030 G3 Notebook PC Series
  • HP EliteBook 730 Notebook PC Series
  • HP Elite x2 10xx G1 Tablet Series
  • HP Elite x2 10xx G2 Tablet Series
  • HP Elite Slice Series
  • HP ProBook 11 EE G1 Notebook PC Series
  • HP ProBook 4xx G3 Notebook PC Series
  • HP ProBook 4xx G4 Notebook PC Series
  • HP ProBook 6xx G4 Notebook PC Series
  • HP ProBook 6xx G3 Notebook PC Series
  • HP ProBook 4xx G5 Notebook PC Series
  • HP ProBook x360 11 G3 EE Notebook PC Series
  • HP ProBook x360 11 G4 EE Notebook PC Series
  • HP 2xx G3 Notebook PC Series
  • HP 2xx G4 Notebook PC Series
  • HP 3xx G4 Notebook PC Series
  • HP 2xx G5 Notebook PC Series
  • HP 3xx G5 Notebook PC Series
  • HP ZBook Studio G3 Mobile Workstation Series
  • HP ZBook Studio G4 Mobile Workstation Series
  • HP ZBook Studio G5 Mobile Workstation Series
Operating Systems:
  • Microsoft Windows 10 RS5 (Version 1809)
  • Microsoft Windows 10 RS4 (Version 1803)
RESOLUTION
To resolve this issue, perform the following steps.
  1. Click Start.
  2. Click Microsoft Store.
  3. At the top-right corner, click See more .
  4. Select Downloads and updates.
  5. Click Get updates.
  6. Select all applicable updates for Office applications.

Hardware platforms affected : HP 240 G3 Notebook PC, HP 240 G3 Notebook PC, HP 240 G3 Notebook PC (ENERGY STAR), HP 240 G7 Notebook PC, HP 240 G7 Notebook PC, HP 245 G3 Notebook PC, HP 245 G3 Notebook PC, HP 245 G3 Notebook PC (ENERGY STAR), HP 245 G7 Notebook PC, HP 245 G7 Notebook PC, HP 246 G3 Notebook PC, HP 246 G3 Notebook PC, HP 246 G3 Notebook PC (ENERGY STAR), HP 250 G3 Notebook PC, HP 250 G3 Notebook PC, HP 250 G3 Notebook PC (ENERGY STAR), HP 250 G3 Notebook PC Bundle, HP 250 G4 Notebook PC, HP 250 G4 Notebook PC (ENERGY STAR), HP 250 G5 Notebook PC, HP 250 G5 Notebook PC, HP 250 G6 Notebook PC, HP 250 G6 Notebook PC, HP 250 G6 Notebook PC (ENERGY STAR), HP 250 G7 Notebook PC, HP 250 G7 Notebook PC, HP 255 G3 Notebook PC, HP 255 G3 Notebook PC, HP 255 G3 Notebook PC (ENERGY STAR), HP 255 G7 Notebook PC, HP 255 G7 Notebook PC, HP 256 G3 Notebook PC, HP 256 G3 Notebook PC, HP 256 G3 Notebook PC (ENERGY STAR), HP 340 G4 Notebook PC, HP 340 G4 Notebook PC, HP 346 G4 Notebook PC, HP 346 G4 Notebook PC, HP 348 G4 Notebook PC, HP 348 G4 Notebook PC, HP 348 G5 Notebook PC, HP 348 G5 Notebook PC, HP ENVY Pro Curved All-in-One Desktop PC, HP Elite Slice, HP Elite x2 1011 G1, HP Elite x2 1011 G1 Tablet, HP Elite x2 1011 G1 Tablet Bundle, HP Elite x2 1011 G1 Tablet with Power Keyboard, HP Elite x2 1011 G1 Tablet with Power Keyboard Bundle, HP Elite x2 1011 G1 Tablet with Travel Keyboard, HP Elite x2 1012 G1, HP Elite x2 1012 G1 Tablet, HP Elite x2 1012 G2, HP Elite x2 1012 G2 Tablet, HP EliteBook 1040 G3 Notebook PC, HP EliteBook 1040 G3 Notebook PC, HP EliteBook 1040 G3 Notebook PC (ENERGY STAR), HP EliteBook 1040 G3 Notebook PC (ENERGY STAR) Bundle, HP EliteBook 1040 G4 Notebook PC, HP EliteBook 1040 G4 Notebook PC, HP EliteBook 1040 G4 Notebook PC (ENERGY STAR), HP EliteBook 1040 G4 Notebook PC Bundle, HP EliteBook 1050 G1 Notebook PC, HP EliteBook 1050 G1 Notebook PC, HP EliteBook 720 G3 Notebook PC, HP EliteBook 720 G3 Notebook PC, HP EliteBook 720 G3 Notebook PC (ENERGY STAR), HP EliteBook 725 G4 Notebook PC, HP EliteBook 725 G4 Notebook PC, HP EliteBook 725 G4 Notebook PC (ENERGY STAR), HP EliteBook 725 G4 Notebook PC (ENERGY STAR) Bundle, HP EliteBook 735 G5 Notebook PC, HP EliteBook 735 G5 Notebook PC, HP EliteBook 735 G6 Notebook PC, HP EliteBook 745 G6 Notebook PC, HP EliteBook 820 G3 Notebook PC, HP EliteBook 820 G3 Notebook PC, HP EliteBook 820 G3 Notebook PC (ENERGY STAR), HP EliteBook 820 G3 Notebook PC (ENERGY STAR) Bundle, HP EliteBook 820 G4 Notebook PC, HP EliteBook 820 G4 Notebook PC, HP EliteBook 820 G4 Notebook PC (ENERGY STAR), HP EliteBook 828 G3 Notebook PC, HP EliteBook 828 G3 Notebook PC, HP EliteBook 828 G4 Notebook PC, HP EliteBook 828 G4 Notebook PC, HP EliteBook 830 G5 Notebook PC, HP EliteBook 830 G5 Notebook PC, HP EliteBook 830 G6 Notebook PC, HP EliteBook 830 G6 Notebook PC, HP EliteBook 836 G5 Notebook PC, HP EliteBook 836 G5 Notebook PC, HP EliteBook 840 G3 Notebook PC, HP EliteBook 840 G3 Notebook PC, HP EliteBook 840 G3 Notebook PC (ENERGY STAR), HP EliteBook 840 G3 Notebook PC (ENERGY STAR) Bundle, HP EliteBook 840 G4 Notebook PC, HP EliteBook 840 G4 Notebook PC, HP EliteBook 840 G4 Notebook PC (ENERGY STAR), HP EliteBook 840 G5 Healthcare Edition Notebook PC, HP EliteBook 840 G5 Healthcare Edition Notebook PC, HP EliteBook 840 G5 Notebook PC, HP EliteBook 840 G5 Notebook PC, HP EliteBook 840 G5 Notebook PC Bundle, HP EliteBook 840 G6 Notebook PC, HP EliteBook 840 G6 Notebook PC, HP EliteBook 846 G5 Notebook PC, HP EliteBook 846 G5 Notebook PC, HP EliteBook 846r G4 Notebook PC, HP EliteBook 846r G4 Notebook PC, HP EliteBook 848 G3 Notebook PC, HP EliteBook 848 G3 Notebook PC, HP EliteBook 848 G4 Notebook PC, HP EliteBook 848 G4 Notebook PC, HP EliteBook 850 G3 Notebook PC, HP EliteBook 850 G3 Notebook PC, HP EliteBook 850 G3 Notebook PC (ENERGY STAR), HP EliteBook 850 G3 Notebook PC (ENERGY STAR) Bundle, HP EliteBook 850 G4 Notebook PC, HP EliteBook 850 G4 Notebook PC, HP EliteBook 850 G4 Notebook PC (ENERGY STAR), HP EliteBook 850 G4 Notebook PC (ENERGY STAR) Bundle, HP EliteBook 850 G5 Notebook PC, HP EliteBook 850 G5 Notebook PC, HP EliteBook 850 G5 Notebook PC Bundle, HP EliteBook 850 G6 Notebook PC, HP EliteBook 850 G6 Notebook PC, HP EliteBook x360 1030 G3 Notebook PC, HP EliteBook x360 1030 G3 Notebook PC, HP EliteBook x360 1030 G4 Notebook PC, HP EliteBook x360 1030 G4 Notebook PC, HP EliteBook x360 1040 G5 Notebook PC, HP EliteBook x360 1040 G5 Notebook PC, HP EliteBook x360 1040 G6 Notebook PC, HP EliteBook x360 1040 G6 Notebook PC, HP EliteBook x360 830 G5 Notebook PC, HP EliteBook x360 830 G5 Notebook PC, HP EliteBook x360 830 G6 Notebook PC, HP EliteBook x360 830 G6 Notebook PC, HP EliteDesk 705 G3 Desktop Mini PC, HP EliteDesk 705 G3 Microtower PC, HP EliteDesk 705 G3 Small Form Factor PC, HP EliteDesk 705 G4 Microtower PC, HP EliteDesk 705 G4 Small Form Factor PC, HP EliteDesk 800 35W G3 Desktop Mini PC, HP EliteDesk 800 35W G4 Desktop Mini PC, HP EliteDesk 800 65W G3 Desktop Mini PC, HP EliteDesk 800 65W G4 Desktop Mini PC, HP EliteDesk 800 G3 Small Form Factor PC, HP EliteDesk 800 G3 Tower PC, HP EliteDesk 800 G4 Small Form Factor PC, HP EliteDesk 800 G4 Tower PC, HP EliteDesk 800 G4 Workstation Edition, HP EliteDesk 880 G3 Tower PC, HP EliteDesk 880 G4 Tower PC, HP EliteOne 800 G3 23.8 Non-Touch Healthcare Edition All-in-One Business PC, HP EliteOne 800 G3 23.8-inch Non-Touch All-in-One PC, HP EliteOne 800 G3 23.8-inch Touch All-in-One PC, HP EliteOne 800 G4 23.8-in Healthcare Edition All-in-One Business PC, HP EliteOne 800 G4 23.8-inch Non-Touch All-in-One PC, HP EliteOne 800 G4 23.8-inch Non-Touch GPU All-in-One PC, HP EliteOne 800 G4 23.8-inch Touch All-in-One PC, HP EliteOne 800 G4 23.8-inch Touch GPU All-in-One PC, HP EliteOne 800 G5 23.8-inch All-in-One PC, HP ProBook 11 EE G1, HP ProBook 11 EE G1 Notebook PC, HP ProBook 11 EE G1 Notebook PC (ENERGY STAR), HP ProBook 430 G3 Notebook PC, HP ProBook 430 G3 Notebook PC, HP ProBook 430 G3 Notebook PC (ENERGY STAR), HP ProBook 430 G3 Notebook PC Bundle, HP ProBook 430 G4 Notebook PC, HP ProBook 430 G4 Notebook PC, HP ProBook 430 G4 Notebook PC (ENERGY STAR), HP ProBook 440 G3 Notebook PC, HP ProBook 440 G3 Notebook PC, HP ProBook 440 G3 Notebook PC (ENERGY STAR), HP ProBook 440 G3 Notebook PC Bundle, HP ProBook 440 G4 Notebook PC, HP ProBook 440 G4 Notebook PC, HP ProBook 440 G4 Notebook PC (ENERGY STAR), HP ProBook 440 G4 Notebook PC (ENERGY STAR) Bundle, HP ProBook 445 G6 Notebook PC, HP ProBook 445 G6 Notebook PC, HP ProBook 445R G6 Notebook PC, HP ProBook 450 G3 Notebook PC, HP ProBook 450 G3 Notebook PC, HP ProBook 450 G3 Notebook PC (ENERGY STAR), HP ProBook 450 G3 Notebook PC Bundle, HP ProBook 450 G4 Notebook PC, HP ProBook 450 G4 Notebook PC, HP ProBook 450 G4 Notebook PC (ENERGY STAR), HP ProBook 455 G3 Notebook PC, HP ProBook 455 G3 Notebook PC, HP ProBook 455 G3 Notebook PC (ENERGY STAR), HP ProBook 455 G4 Notebook PC, HP ProBook 455 G4 Notebook PC, HP ProBook 455 G4 Notebook PC (ENERGY STAR), HP ProBook 455R G6 Notebook PC, HP ProBook 470 G3 Notebook PC, HP ProBook 470 G3 Notebook PC, HP ProBook 470 G3 Notebook PC (ENERGY STAR), HP ProBook 470 G4 Notebook PC, HP ProBook 470 G4 Notebook PC, HP ProBook 470 G4 Notebook PC (ENERGY STAR), HP ProBook 470 G5 Notebook PC, HP ProBook 470 G5 Notebook PC, HP ProBook 640 G3 Notebook PC, HP ProBook 640 G3 Notebook PC, HP ProBook 640 G3 Notebook PC (ENERGY STAR), HP ProBook 640 G3 Notebook PC (ENERGY STAR) Bundle, HP ProBook 640 G4 Notebook PC, HP ProBook 640 G4 Notebook PC, HP ProBook 640 G4 Notebook PC Bundle, HP ProBook 640 G5 Notebook PC, HP ProBook 645 G3 Notebook PC, HP ProBook 645 G3 Notebook PC, HP ProBook 645 G3 Notebook PC (ENERGY STAR), HP ProBook 645 G4 Notebook PC, HP ProBook 645 G4 Notebook PC, HP ProBook 650 G3 Notebook PC, HP ProBook 650 G3 Notebook PC, HP ProBook 650 G3 Notebook PC (ENERGY STAR), HP ProBook 650 G3 Notebook PC (ENERGY STAR) Bundle, HP ProBook 650 G3 Quad Core Notebook PC, HP ProBook 650 G3 Quad Core Notebook PC, HP ProBook 650 G3 Quad Core Notebook PC (ENERGY STAR), HP ProBook 650 G4 Notebook PC, HP ProBook 650 G4 Notebook PC, HP ProBook 650 G4 Notebook PC Bundle, HP ProBook 650 G5 Notebook PC, HP ProBook 655 G3 Notebook PC, HP ProBook 655 G3 Notebook PC, HP ProBook 655 G3 Notebook PC (ENERGY STAR), HP ProBook x360 11 G3 EE Notebook PC, HP ProBook x360 11 G3 EE Notebook PC, HP ProBook x360 11 G4 EE Notebook PC, HP ProBook x360 11 G4 EE Notebook PC, HP ProDesk 400 G4 Desktop Mini PC, HP ProDesk 400 G4 Desktop Mini PC Bundle, HP ProDesk 400 G5 Base Desktop Mini PC, HP ProDesk 400 G5 Desktop Mini PC, HP ProDesk 400 G5 Microtower PC, HP ProDesk 400 G5 Small Form Factor PC, HP ProDesk 400 G5 Small Form Factor PC Bundle, HP ProDesk 400 G6 Microtower PC, HP ProDesk 400 G6 Small Form Factor PC, HP ProDesk 405 G4 Desktop Mini PC, HP ProDesk 600 G3 Desktop Mini PC, HP ProDesk 600 G3 Microtower PC, HP ProDesk 600 G3 Microtower PC (with PCI slot), HP ProDesk 600 G3 Small Form Factor PC, HP ProDesk 600 G4 Desktop Mini PC, HP ProDesk 600 G4 Microtower PC, HP ProDesk 600 G4 Microtower PC (with PCI slot), HP ProDesk 600 G4 Small Form Factor PC, HP ProDesk 600 G5 Desktop Mini PC, HP ProDesk 600 G5 Microtower PC, HP ProDesk 600 G5 Microtower PC (with PCI slot), HP ProDesk 600 G5 Small Form Factor PC, HP ProDesk 680 G3 Microtower PC, HP ProDesk 680 G4 Microtower PC, HP ProDesk 680 G4 Microtower PC (with PCI slot), HP ProOne 600 G3 21.5-inch Non-Touch All-in-One PC, HP ProOne 600 G4 21.5-inch Non-Touch All-in-One Business PC, HP ZBook 14u G5 Mobile Workstation Bundle, HP ZBook 15 G3 Mobile Workstation, HP ZBook 15v G5 Mobile Workstation, HP ZBook Studio G3 Mobile Workstation, HP ZBook Studio G3 Mobile Workstation Bundle, HP ZBook Studio G4 Mobile Workstation Bundle, HP ZBook Studio G5 Mobile Workstation, HP ZBook Studio x360 G5 Convertible Workstation, HP ZHAN 66 Pro G1 Notebook PC, HP ZHAN 66 Pro G1 Notebook PC

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06248533

HP Inc. shall not be liable for technical or editorial errors or omissions contained herein.The information provided is provided "as is" without warranty of any kind.To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restorationThe information in this document is subject to change without notice.HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries.Other product and company names mentioned herein may be trademarks of their respective owners.

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