Impossible to open a project from PWA to Project Professional 2016

[nicole50]

We have a customer who uses Office 2016. So we installed Project Professional 2016 for connecting to Project Online.

One of their users have problems to open a project from PWA to Project Professional 2016. When she opens a project from the Project Center in PWA to Project Professional 2016, she has the following message : “Sorry, we can't open the project. Please try again”.

I have verified these points :

• she has the same problem with Chrome or Edge 
• She can open a project directly from Project Professional 2016
• Project Professional 2016 is correctly activated
• I checked the connection to Project Online : the account is the good one
• The version of Project Professional is 16.0.5366.1000 and it is higher than the minimum version indicated in PWA.

Do you know how to solve this problem?  

[#2]

Hello @nicole50 ,

What is different for this user when compared with a user that works OK performing the same action? Both have Project Pro 2016 install using the same method? Both have the same version of other Office apps deployed? Could be an issue with a mismatch of MSI and C2R versions maybe?

Have you tried deleting the Project Web App account in MS Project (File > Info > Manage Accounts) then add a new one? You have to be connected to the MS Project Computer profile to do this.

Paul