Description of the Problem

This is a common issue with Excel 2013 where double-clicking an .xls or .xlsx file opens Excel, but the workbook appears as a gray screen. The ribbon and menu options are visible, but the file content is not displayed. However, if you open Excel first and then open the file through File > Open, it works correctly.

Recommended Action

If you're experiencing this issue, please contact helpdesk.cloudpc@lge.com to request remote support.

If you’d like to troubleshoot the issue yourself, you can try the following solution:

Disable Hardware Graphics Acceleration

  1. Open Excel 2013.

  2. Go to File > Options > Advanced.

  3. Scroll down to the Display section.

  4. Check the box for “Disable hardware graphics acceleration.”

  5. Click OK, then restart Excel and try opening the file again.

Next Steps

If the issue is still not resolved after contacting helpdesk.cloudpc@lge.com, we can schedule an overnight reinstall of your CloudPC with Excel 2019.

Please let us know if you prefer this method or if you have any questions via contacting ask@lge.com.au