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This has been going on for decades with MS Office. I recently proposed to an elderly acquaintance that they get a Chromebook because a full Windows installation was causing them so much trouble, but they couldn't because their peers edited one specific document using MS Word and for some reason it caused trouble when people edited it online. And that's just at the individual level, MS Office lock-in is a fact for so many organizations. People who really care about consumer choice, competition, and the free/open option should be vigorously working against these issues.

I'm sure you already tried this, but did the Word app for Android work for the edited document? With Chrome OS support for Android apps, that might a solution for your acquaintance.

This was before Android for ChromeOS was released. But they just wanted a Windows laptop, because they thought it was the only way they could confidently edit documents in their group.

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