Sorry, we couldn't....... error

Question

Hi there,

We are coming across a issue where users get a error message trying to move a document to folder within SPO. They are getting a message: Sorry, we couldn't get the list of folders .

If they close the site and reopen they are able to continue working.

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Thank you

Answer 1

Hi Wallace,

When you get any update, feel free to post back and share the requested information for further troubleshooting.

Thanks,

Tina

Answer 2

Hi Wallace,

Thanks for sharing the detailed information.

So this issue only appears in a specific SharePoint site, a few users have the issue(not all users), if they refresh the page, the folder list appears.

I want to double confirm that if users use browser private window(for Chrome, click the 3 dots in upper-right corner, select "New incognito window"), does the issue happen?

If issue still happen, I'd like to confirm information below:

1.As a few users have the issue, what is the difference between the affected user and the working user? Are they in the same network environment?

2.I'd like to collect the network traces regarding the issue for further troubleshooting.

Please share with us the network traces viaprivate message. Thanks for your effort.

Best regards,

Tina

Answer 3

Hi there,

Please see responses below:

Does the error message only appear when you move a specific document to a folder in SharePoint site: No it can happen with any type of documents

I suggest you try following:

1.Clear the browser cache or use the private window of the browser, or try using different browsers such as Edge, Chrome, Firefox, then test again. Tried 2 browsers but it happens with both Chrome and Explorer. Note if users back out and or refresh it does not happen and the folder list****appears

2.Move the folder to different folder and see if issue only happens when you use that folder as the destination folder. This issue h appens within other folders not just one on the SPO site

If issue persists, I'd like to confirm information below to help you do further troubleshooting. Thanks for your time and effort.

1.If you move a different document to folder, does the error message appear? Yes as it is not happening to only 1 folder or just 1 user

2.Where is the folder? In the same SharePoint site or a different SharePoint site? Folders are all within the same SPO site

Appreciate your assistance with this matter as it is affect a few users.

Thankste

3.Please share a screenshot of the error message

Answer 4

Hi Wallace,

Does the error message only appear when you move a specific document to a folder in SharePoint site?

I suggest you try following:

1.Clear the browser cache or use the private window of the browser, or try using different browsers such as Edge, Chrome, Firefox, then test again.

2.Move the folder to different folder and see if issue only happens when you use that folder as the destination folder.

If issue persists, I'd like to confirm information below to help you do further troubleshooting. Thanks for your time and effort.

1.If you move a different document to folder, does the error message appear?

2.Where is the folder? In the same SharePoint site or a different SharePoint site?

3.Please share a screenshot of the error message.

Best regards,

Tina

Answer 5

Hi,

hope you find some hints / inputs from this article.

https://social.technet.microsoft.com/Forums/ie/en-US/ca55df8b-d7d5-47d1-aad9-7a3b4d9f9bd0/save-list-library-as-template-missing-in-sharepoint-online?forum=sharepointgeneral

looking to know the solution for this one.

a few things i would consider though..

1. is it browser agnostic or happening on some specific browser? have you tried other browsers yet?
2. you've mentioned a folder and not a SP Doc library, so how thee users are exactly trying to move the document and from where?

really looking forward to understand what these users are trying to do thats causing this error.

regards,

Saurabh