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Delay in accessing files when first being granted access to an MS Team

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Chrys Scariot
Occasional Contributor

We are starting to experience the following scenario (5 occurrences in 2 weeks):

An internal user is granted access to a Private MS Team as a Member to collaborate on files. 

However, the new member gets an error when trying to access any files under the Team, be it files added in conversations, or going to the Files tab.

  • When trying to access a file by clicking on link in conversation, they get an access denied/request access message.
  • When going to the Files tab, they get You don't have access to these files, please check the site is available, with the additional information:  Access denied. You do not have permission to perform this action or access this resource. Scenario ID: 285.
  • The user cannot access the SharePoint site using the URL either.

The issue seems to resolve itself within a few hours (can take up to 3 hours).  The only thing the owner can do in the meantime is to share the file directly with the user so that they can work on it. 

In one instance, the new member could not see the conversations either.  They were getting a welcome to the Team screen message where the existing channel conversation should have shown. 

 

So far, I have tried the following with the user:  Quitting Teams, Signing out, checking updates, getting the owner to re-add the user as member.  Nothing seems to fix this issue but to wait a few hours.

 

Has anyone else observed this behaviour and worked out any fixes? 

 

I opened a ticket with Support but Microsoft Support considers the matter closed when the files can be accessed again.  Since it takes a few hours for them to call back, tada!

My users, who have already experienced a few bugs with MS Teams (and SharePoint) are getting rather disenchanted. Those who did not want to use it to start with feel vindicated. I really hope there is a quick fix available for this. 

48 Replies
I would open a ticket again with the issue of this actually happening and needs this resolved! There are clearly some infrastructure processes that are delayed in the back end they might need to look at!

Adam
Are you able to consistently reproduce this? If so you may try reopening the ticket and producing the issue only once you are engaged with support.
I have a ticket open with the SharePoint support team. Occurences have not been regular and issue cannot be replicated on demand but, we agreed that I can send an 'urgent' email if it happens again. I will be attempting again to replicate tomorrow.

@Chrys Scariot Any updates regarding this issue. We are experiencing the same issue at my organization.

 

Thank you!

Hi @Deleted , our issue is still ongoing.   I submitted info and logs to Support. 

I was away for a couple of weeks, so we picked things up again yesterday,  and I submitted yet more logs.

Earlier today I got confirmation that the case has now been escalated to an engineer, so i will keep you posted.

 

For situations where the user was added as a Member to the Team in order to immediately start collaboration work on a document, our current work around is to advise one of the Team Owners to share the document directly with the user.

 

We also observed in a couple of cases that the Team's conversations were not available to the new Member for a while.  In all cases they reappeared within an hour.

 

If you haven't done so already, could you raise a ticket with Microsoft support about your issue?  Our case, so far, seems to be treated in isolation.  

 

Thank you!

Hi @Deleted, Microsoft have confirmed that the issue has now been observed in several tenants and they are working on a fix.

@Chrys ScariotWe have been working with Microsoft for almost a month now with this exact issue. Our school district provided logs and they replicated the issue , the team of engineers  mentioned that this is considered "normal behavior"  from the SharePoint end. It's just weird because this wasn't an issue a few months ago for us. 

Hi @Jose Garcia, thank you for that.  That is interesting since i asked several times whether that issue had been reported by anyone else and Support replied 'not that we are aware of'.   That would have been while your issue was being worked on.

In our case:

- The SharePoint support team asserted that it was not a SharePoint issue before passing the ticket on to the MS Teams support team.

- I too was told (last week) from Teams Support that it was expected behaviour.  However, we had no such issue until about 6 weeks ago and we have been using Teams for 2 years.

Plus, the issue does not happen every time a member is added to an existing Team, hence why it was  difficult to reproduce the issue when we first reported it.  

- In the last update from Support, they confirmed that it is a known issue now being worked on.  I asked for our ticket not to be closed before confirmation that this is fixed, so that we are kept updated.  

 

@Chrys Scariot It's amazing, we had a conference call with their Teams support team and they have been communicating with the SharePoint team. We were told the exact same thing in regards to the expected behavior, the funny thing is that we didn't have this issue previously. We've been on Teams for about 2 years as well. Not sure if it's related but SharePoint has been going through some overhauling on their end. I've been working with support and I also directed them to this thread, letting them know that it's not just us(our district) but its a known issue affecting various tenants. 

On my call I was also told this is expected behavior.  He did mention there are updates pending for SharePoint, but he didn't have a date when they would be released. He did confirm that he was able to replicate the issue in his test tenant.  I hope it's resolved soon as it makes it difficult for our vendor to provide Teams training when permissions aren't working instantly.

 

 

@Deleted Yes we are experiencing the same issue.  I have given up raising issues with Ms support 

since I am also getting the response "this is expected behavior" after spending lot of time recreating and explaining the issue.  

@Chrys Scariot We are absolutely seeing the same issue on a very large client tenant. The experience is pretty similar, there is a delay and then it resolves itself. If someone is added as "Owners" they immediately have access since they are not added to a Group in the SharePoint site but to the SCA.

 

We can pretty consistently recreate this issue. There seems to be a pattern of "aged" Teams showing this behavior in comparison to new Teams. It is unconfirmed. I will update this thread with our findings working with Office 365 Support. 

I see the same behavior on my tenant as well. 1000 users, so not that large. But they are added to the team, the person doesn’t Have access to the team or files. I follow up with asking if they received the email notification they were added and usually they haven’t yet. The delays have been 5 minutes to at least an hour for the ones I hear about.

@Ali Salih you are correct. If a members are added to a team access to the files is delayed. As soon as make them owners they received immediate access. If i then switch them to members they lose access. 

We didn't have this issue previously. Please keep up updated.

@Jose Garcia@Ali Salih  - this is not what we experienced, so that's new. When we tested with sharepoint support, making a member an owner in Teams did not grant them access to the files.  they still had the same errors and waiting time before the issue resolved itself. Only granting access directly from SharePoint (Edit permissions) gave them access to the files. 

We are also experiencing this lots in the last few weeks / months. Just now a user created a team an hour ago and then share 2 files. But then she or no one else on the team could access the files.


I opened a ticket but by the time they got in touch the issue had resolved itself. 

 

Getting some very frustrated users. We struggle enough to get users to use Teams, it makes it harder when what they want to do doesnt work.

We are also experiencing this issue. It was working fine until fairly recently.

 

Has anyone heard from Microsoft that it is a known issue?

 

I can't see it displayed as an advisory in the admin portal so I guess we need to keep raising tickets with Microsoft until they inform us that it is a known issue that they are working on.

 

Hi Richard, I suggest submitting a ticket, we've been working with their engineering team for almost a month now. They've collected logs and I also referred them to this conversation chain and they keep insisting that the experienced behavior is normal. I keep reiterating that this was not the case in the past. We've have to restructure the way our trainings are provided and members are added the day before in preparation for the next day.

Just received an email:

I think they've found the issue and have asked for conference call, we'll see what they've figured out. 

@Jose Garcia - We submitted the ticket already, we are not at the conf. call stage yet however we referred to this post as well. Support individual is reaching to the Product Group to get a clarification on the expected behavior.  So far that's the updates on my end. We are still tracking the ticket.

We are a new MS Teams customer (first licensed user was three weeks ago) and we are experiencing this same issue. We haven't yet opened a ticket because I want to see the outcome from @Jose_Garcia's ticket. If this issue persists it will absolutely kill user adoption.

@robbo215  - Hi,  I had an update from MS Support earlier today - stating again that it was expected behaviour.  I asked 'since when is it 'normal behaviour'?', as many contributors to this post have only been experiencing this in the past few weeks, us included.   

 

I will quote what was in that email as  it may help others (the sync part and things being worked on) and it blew my mind(the provisioning suggestion part):

"I've run synchronizations on your tenant to fix any possible provisioning/sync issues. 

I'd like to clarify that as a normal behavior we understand provisioning within 2 hours. Be assured that our engineers are aware of occasional delays in provisioning and they are working on improving the process. Please be aware that Teams is a rapidly developing technology and we are still working on polishing some of its features and adding new ones every month.
As we expect it to be improved in the upcoming future we suggest to perform provisioning overnight or during weekends to minimize business impact."


I hope that synchronization will indeed improve things.  I have stopped doing on the spot demos (that i did regularly to showcase how great just jumping into Teams was), as i can't be sure that the files and even conversations will be available to the people i am demoing to.   

Provisioning overnight or at weekend is not an option for us.  We have users collaborating across 4 very different timezones and users still access content at the weekend. Plus, that would mean telling all our users that MS Teams does not work properly;  and we don't need more bad publicity for Teams. 

I am a big fan of Teams, but, these type of situations and the responses we get from MS are making my job very very hard....

 

It is a pretty sad state of affair that this is being passed as 'normal behaviour' , especially for a collaboration platform, and not reported in the admin center as a known issue being worked on. 


Anyway, I shall update this post with how the sync may or may not have improved things on our side, once we've had a chance to text this out. 

 

To  all of you who have not opened a ticket, i urge you to report this to Microsoft and point them to this post if told this is "normal behaviour", or your issue is an isolated issue, or all is ok because the issue has resolved itself by the time they contact you. 

Unfortunately, I can already report that we are still experiencing the same issue despite the sync on our tenant from Microsoft.

 

Even as owner of the team channel I am having the same anoying issue...

Update - Good and not so good news:

MS Support have managed to get some 'concrete' answers from the Design/Product team. 

This is an ongoing issue that has been happening for about 8 weeks and is caused by one of the patches introduced back then.

This is being worked on by the Product group and the ETA for completion is 2-3 months away. 

 

For those reading this who have a ticket open with MS Support: this info may not be readily available to the Support rep dealing with your ticket.  It sounded like the rep(s) working on our ticket had to jump through a few hoops to finally get privy to the info. 

Not sure why Microsoft is not more forthcoming about known issues, it would save everyone a lot of time and aggravation.

 

At least now we know. 

@Chrys Scariot 

We are also experiencing this issue.  I added two people at the same time and one can access the files in the team site and the other can't.

I’d create a ticket as well so Microsoft prioritize this matter
yes, it seems like there's a disconnect internally. We just finished a second round of logs beings collected. Thank you for continuing to provide us with an update.

I contacted the engineering Team member we are working with and I pointed him to your update. I hope they can communicate and figure this issue out internally. It seems like this issue is spreading like wild fire.

Some semi-positive update we got on our support case:

 

We have been working with SPO and graph engineering teams and now understand what is causing this issue. Essentially the problem is when addmember call is made to Graph we send a PATCH request instead of POST and graph discard the PATCH call. Working on the feasibility of the fix the issue, but we do not have an ETA at this time. Another update on the ETA in approximately a week.

This has just happened for us and myself when they added me to the team. #following 

We are also experiencing this issue!! I have to open the files in SharePoint site and add explicit permission. This is so annoying makes us want to go back to use sharepoint!

@karenc Hi all, we are also experiencing the same issue but was able to find a temporary workaround...

 

When I ask the user that was invited to join the Team to click the Open in Teams button in the email invitation it seems to work...

 

Maybe it's just luck but I was able to reproduce this behaviour twice...

 

Until a permanent fix is found, try this solution...

@Chrys Scariot As at 3rd July we are seeing this too. Having read through all the responses I can see that Microsoft are trying to fix it, but it's a bit embarrassing that it's taking this long for something that's so blatantly not expected behaviour.

 

I've created several teams since October 2018 without experiencing this. Starting this week we are now doing a wider pilot but this happened on day one which immediately undermined what I think is a really good product with huge potential for parts of our organisation.

 

Microsoft - we need an urgent fix please.

@Ali Salih 
Did you get any new info on this topic, i.e. the ETA, since the week is over now?


@Ali Salih wrote:

Some semi-positive update we got on our support case:

 

We have been working with SPO and graph engineering teams and now understand what is causing this issue. Essentially the problem is when addmember call is made to Graph we send a PATCH request instead of POST and graph discard the PATCH call. Working on the feasibility of the fix the issue, but we do not have an ETA at this time. Another update on the ETA in approximately a week.


Cheers!

We've now had a response from Microsoft Support to say they are aware of the issue and are hoping for a fix in 2-3 weeks (although they have said they can't commit to this timescale).

So it sounds like fairly positive news - hopefully it will be resolved soon.

I have asked them why it doesn't appear as an advisory under Service Health on the O365 Portal - they have said that this is not a global issue and so does not get published on the portal.

@Richard Rodgers We have a response as well. Product Group is testing the fix, worldwide roll-out is expected to start 07/22. Paraphrasing here. 

Yes, I have just experienced this for the first time. Thanks for the post.@Chrys Scariot 

@Pip Cartwright They mentioned a fix was issued on 7/22 has anyone received a fix via an update?

We continue to experience the issue.

@Jose Garcia We still have the problem. I'm hoping the fix will be released soon.

@Jose Garcia .  As per my earlier post, i was given an ETA of 2-3 months for the fix , so expecting something to happen around September.  Not great but,  a bit more realistic than the end of July.
We are still experiencing the issue at our end. I have advised my users that this is an ongoing issue, that a fix is being worked on and to use the workaround. 
What would be interesting to know is what Support tells people contacting them to report the problem now, since this is still not acknowledged as a known issue in the Admin Center or the MS Teams Known Issues document.

@Chrys ScariotI received an email about the fixed being rolled out. Has anyone received the fix. We are still having these issues. 

No. I have just added myself to a team and 5 mins later still get "You don't have access to these files"

It's already August 15 2019 and this issue still persists! 

This looks like it is now fixed in our tenant. Just added members to a Team and they could get to files immediately :)

I spoke to engineers same here it looks like it's resolved on our end as well. We need to test a bit further with other teams before they can close our support ticket. @Richard Rodgers 

Hi We are having similar issue but with a bit of different scenario:

 

When a Private Teams gets Created, If add another user as owner of the Team Group upon creation, this user will not have the access to see Files section and it returns error "You Don't have access to these files"

 

Four work arounds:

1. Change User from Owner to Member then user immediately have access to files

2. Change Team Group From Private to Public Group, all users in Team instantly have access to files

3. Go to SharePoint - Permission settings - Advanced Settings manually add a user in Member or Owner Group, then these users will have access

4. Do Nothing but wait for 3+ hours, the access for files tab will resolve by itself

 

In fact none of above are ideal solution, what really makes angry is Microsoft's support:

1. I first lodged a Ticket to MS Teams Support team, they remote on to my PC and watched this issue happen and saw i did the work arounds, then he told me eveything from Teams side looked perfectly normal and refereed my case to some one in MS sharePoint Team

2. Then i Had SharePoint Support engineer remote onto my PC i managed to re produce the issue, then he showed me how to just add users in sharepoint owner group blablabla and told me sharepoint works perfectly ........i told him you can not expect users to do all those work arounds when they are in a hurry trying to create team sharing files, people will just simply say MS Teams is Sh*t and dont want to use it any more after all those frustration. The Engineer tried and actually managed to reproduce the issue with his INTERNAL MS TEAMS CLIENT, after the sharepoint engineer claimed that he collected and captured enough data, he transfered me back to MS Teams Team.

3. Then i had this another MS Teams Support engineer emailing me asking for information i have been telling their previous engineers for two times, (yea, Microsoft develops Collaboration tools but seems their internal teams cannot collaborate ). This engineer told me he tried to call me multiple times but i was waiting for his phone call the whole morning but i didn't get any phone call at ALL

4. Now just keep on waiting for Microsoft to get back to me again, thanks Microsoft for Kicking the Ball around.

 

let me know if you also have the same issue here  

 

@Jose Garcia - We experienced the issue again yesterday after a few quiet weeks.  It took less time than before for the files to be available (less than an hour) but still experiencing the issue. 

@Chrys Scariot Interestingly 2-3 months after you posted about this timeline for a fix and I have now just experienced this issue!

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