Forum Discussion
Lclift61
Mar 15, 2021Copper Contributor
Syncing Issues for specific users when Opening in the Desktop App
Hello - I'm experiencing issues with Excel Online files not syncing correctly for certain users when they have been accessing them through the Desktop App. I'll try to describe the precise details to...
- Mar 16, 2021
Hello Lclift61
I have had such issue with one colleague of mine, always the same Team and the same Excel Sheet and only that particular user. Opening the sheet in the desktop app resulted in showing an older version even though it said it´s up to date and changes are saved. Opening in Teams or Excel web app, revealed that there are newer changes and the desktop app was showing days/week old versions.There are several places to check now, and which I went through to solve it. In my case it was the first option, a pending upload which somehow got stuck.
1. Check if there any pending uploads in the "Upload Center" (little orange icon in the taskbar). Cancel them necessary.
2. Delete local cache files- \appdata\local\temp
- \appdata\local\microsoft\office\unsavedfiles
3. Delete server cache from registry
- HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Internet\Server Cache
Assuming you´re using current Office 365 installation and everything is updated.
Michael
EDIT: Office Upload Center has been removed, please see my reply below.
VasilMichev
Mar 15, 2021MVP
If you can reliably reproduce this behavior, best open a support case.
- Lclift61Mar 15, 2021Copper Contributor
VasilMichev - sorry for showing my ignorance here - I think we definitely can replicate the behavior for the user concerned as it's an ongoing issue - where would I raise a support case as you recommend? I assumed this forum was the best place to come for advice as wasn't aware Microsoft offer dedicated, direct support
- VasilMichevMar 15, 2021MVPThe forum is not a support channel and there is barely any MS person around. Use the admin center to open a support case or call them directly: https://support.office.com/en-us/article/Contact-Office-365-for-business-support-32a17ca7-6fa0-4870-8a8d-e25ba4ccfd4b#BKMK_call_support
- Lclift61Mar 16, 2021Copper Contributor
VasilMichev - hello - I thought this was a community forum? I'm not looking to raise a support request, just advice from other community members who might have had the same issue. I don't have access to the admin center in the link but was hoping - is there an alternative forum for this kind of thing