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Word Online changes not syncing with Word desktop

Anonymous
2020-08-04T23:40:27+00:00

Hi all! I have created and updated a word file online. For some reason the changes are not syncing when the file is updated and opened using Work desktop version. I used Microsoft Word online for editing a file and now that file is uneditable for some reason. Word keeps crashing. Opening the file in Desktop word loads a stale version/copy of the same file.

Microsoft 365 and Office | Word | For home | Windows

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  1. Anonymous
    2020-08-05T02:03:59+00:00

    Hi Varsha,

    May I know whether you are using mac or Windows OS?

    Since you posted in Other/unknown category, I am assuming you are using Windows OS. Further, from your description, it seems like Word is opening the cached file in desktop client. In this scenario, I’ll suggest you clean your Office file cache. To do this, open File Explorer and navigate to the following location, select all the files and folders from this location and delete them. It is possible that few file/folders might not delete, if this happens, leave them.

    C:\Users<UserName>\AppData\Local\Microsoft\Office\16.0\OfficeFileCache

    After clearing the above location, try to open Word document again from the OneDrive for business or SharePoint library, check if still shows the old version.

    If it still shows the same result, then we need to do some tests.

    May I know how you open online document in Word desktop app? For example, you open Word doc in browser and click Open in Desktop app on the ribbon or select the file in library and click Open>Open in app, as shown in the screenshot below.

    Also, may I know if this is happening with a specific Word document? Please try opening another Word doc in desktop client to confirm. Also try opening PowerPoint and Excel file to verify if the issue is with Word or other Office files are also affected.

    If the result is same, please try to open Word document from a different library of a different site. This is to confirm if the issue is with the specific library.

    In addition, please confirm the following information:

    1. Are your opening affected Word document from OneDrive synced folder on your computer?
    2. If possible, please confirm with your colleagues to confirm if they experienced the same behavior.
    3. Please download the affected PowerPoint file then open it in desktop client and compare if the version is same as the browser.
    4. Which browser are you using? Please try using a different browser to confirm the issue is independent of browsers.
    5. Please confirm the Office apps version:
    • If you are using Windows OS: Please provide the screenshot of Office 365 Product Information. To get this screenshot, open Word, click File>Account, capture the screenshot of all the information mentioned under Product Information.
    • If you are using mac, confirm version and build. To get this information, open any Office app such as Word, go to the Word menu and choose About Word.

    Let me know the status. Have a nice day and stay safe 😊

    Regards,

    Neha

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  1. Anonymous
    2020-08-07T08:03:43+00:00

    Hi Varsha,

    Did you check the above reply? Please update us when you have time.

    Regards,

    Neha

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