I see a thread from over a year ago but I have some users experiencing document issues.
Our copywriter, in particular, has to click on the details tab and choose download and open from download. She was able to click on doc itself and it would open....couple extra clicks on every doc adds up.
could this be WF?
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I suggest you have that user try a different browser, in case the file association (to open, vs download) is more favorable, and therefore opens up the files of interest (vs downloading them) more consistently.