SOLVED

Syncing Issues for specific users when Opening in the Desktop App

New Contributor

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 paint the picture.

 

We have a number of Excel Online spreadsheets. These are accessed by Users through Teams and on private channels but are hosted on SharePoint as with all Teams files. Users are able to access and update fine through Teams itself but for certain reasons they need to open regularly in the Desktop App for additional Excel Functionality (refreshing data connections for instance).

 

One user in particular has found that when she has opened a file in the desktop app and makes changes these are not pushed back up to SharePoint although the file is saying it has saved. If she opens the file again in the Desktop App from teams it also does not show changes made by other users or herself on Teams.

 

It appears that a local copy is being cached and that her profile is somehow reverting always to the cached version and not pushing changes to SharePoint. We found that Syncing the SharePoint folder to OneDrive helped initially and I then asked her to access the file through a pinned Excel link in the Taskbar but when she used a different PC the problem started occurring again.

 

We have increasing numbers of shared sheets being used accros the organisation therefore I need to get to the bottom of why certain users are experiencing this issue and what we can do to resolve.

 

 

Any advice would be greatly appreciated. 

6 Replies
If you can reliably reproduce this behavior, best open a support case.

@Vasil Michev - 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 

The 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-...

@Vasil Michev - 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 

best response confirmed by Lclift61 (New Contributor)
Solution

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

@Tech_Mike Thanks so much. This sounds like exactly the same behavior. We'll definitely try what you've advised and mark response on the forum accordingly.