Problems accessing the Organizational Templates

Hi,

We use the Organizational Asset Library for our Company templates and for the most part it is awesome. However, some of the staff are having a different experience 😞 

How it is suppose to work ....

I open Word, click on the new button, then click on our company templates tab and select the required template. It then opens a blank document in the pre-selected format

What is happening (to a 1/4 of the staff) ...

Same steps taken, they see the new image thumbnail and click on it to select - but when the document opens, it opens the old version??

Any ideas on how to have this fixed.

Action taken so far ...

Reboot - Done

Hard refresh and clear cache - Done

Checked the windows version - Done

Checked using the online version - Done and was able to view and use the latest version - but we all use the installed applications and it should work for all!

Logged a call with our internal IT - Done and are unable to ascertain the reason for this - grrrrr - and have logged a call with MS

I need to know how to stop this from happening - it is pointless me telling staff that the latest version will be in the company templates tab (PP, Excel and Word) and it isn't working.

Any ideas?  PLEASE 🙂