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Subject: Issue with File Syncing in M365 Group - Discrepancies Between Online and Desktop Versions

Anonymous
2024-11-22T07:47:41+00:00

We are experiencing a significant issue with file synchronization in our M365 Group. The group is set up with a SharePoint site and Teams channel, where users collaborate and share files.

One particular Excel file, which is actively used by multiple team members, is exhibiting a critical issue:

  • When accessed online through SharePoint, the file displays the most updated version.
  • However, when the same file is accessed via Excel Desktop or within Teams, some users are seeing outdated versions instead of the updated one.

This discrepancy is causing considerable confusion among the team, leading to misaligned work and potential threats to the accuracy of shared data.

Impact:

  • Disruption in team collaboration and workflows due to inconsistent file versions.
  • Risk of outdated information being used for critical decision-making.

Steps to Reproduce:

  1. Open the Excel file via SharePoint Online – updated content is visible.
  2. Open the same file through Excel Desktop or Teams – older content is displayed.
  3. Attempt to refresh/re-sync the file on desktop, but the issue persists for some users.

Actions Taken:

  • We’ve ensured all users have the latest updates for their Office applications.
  • Attempted manual syncing through OneDrive, but the issue continues.
  • Verified that versioning is enabled in SharePoint, but no older versions are being mistakenly accessed online.

Request:
We need assistance in identifying and resolving the root cause of this synchronization issue

Microsoft Teams | Microsoft Teams for business | Files | Access OneDrive files

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  1. Anonymous
    2024-11-22T08:42:13+00:00

    Dear Elie M. Khoury,

    Good day!!

    As per the description shared, I understand your concern and to my knowledge, the behavior encountering at the problematic users in not expected since everyone is using the latest version of Office apps and the other users doesn’t have similar issue.

    In this situation, I would like to request you try following the below methods on the problematic user device and check the outcome:

    Step 1: Open the Excel application> Home tab> Under the Recent tab, right-click on the problematic Excel workbook> Remove from List> Click on the options> Save> Scroll down all the way and click on Delete Cached Files.

    Step 2: Exit the Excel application > Open File Explorer> Navigate to the following location: C:\Users\Folder with the profile name \AppData\Local\Microsoft\Office\16.0> Rename the OfficeFileCache folder> Restart your device> Open the Excel application> Open the problematic Excel workbook and see if you are able to open the latest version of the problematic Excel workbook.

    If the same problem persists or you want to know the cause of the issue, I am sorry to convey that the problem should be further investigated by the related development team, where they can collect the related logs while reproducing the problem and perform further investigation.

    So, I request you to raise a new service request from the Microsoft 365 admin center so that the related development team will connect with you and investigate the issue further.

    Reference: Get support - Microsoft 365 admin | Microsoft Learn

    Note: We apologize for redirecting you to related development support team because the moderators in this community are limited with the resource for further investigation and to get a quick resolution to your problem, we requested it.

    Appreciate your patience and understanding. Have a great day!!

    Best Regards,

    Sophia

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