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Office 365 - Word not syncing online documents

Anonymous
2021-12-29T11:35:34+00:00

Hi, for the past few days I've been encountering this problem with my word docs not syncing. When I open it on my PC, one version appears, when I open it on another PC or the web app, a version much older appears. The same thing happens when the other PC edits the document.

I have tried clearing the cache in C:\Users<my user>\AppData\Local\Microsoft\Office\16.0\OfficeFileCache

But it didn't help.

The only thing that fixes it temporarily is making a new document and sharing that one again.

Here are the links to the documents in question: (they are the same document but with different versions)

Plutus-report-first page added.docx

Plutus report.docx

P.S. the issue happens on both windows, linux and android. But the main issue right now is the windows platform.

Microsoft 365 and Office | Word | For education | Windows

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  1. Anonymous
    2021-12-30T11:49:53+00:00

    Hi Raiden Rabit,

    Thank you for the reply and the information.

    Since the issue also happens to other files on different devices. So, I am afraid there may be something wrong with the server sides. In this situation, I would suggest you contact the Office 365 administrators in your organizations and open a support ticket in the Office 365 admin center via the steps in the articlefor further help. The support team there has the correct escalation channel for this case. It may be the most efficient way in handling this kind of issue.

    For more information: How do I find my Microsoft 365 admin? - Office Support

    Sorry that I have limited information and access to further help you. Thank you for your efforts and understanding.

    Best Regards,

    May

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  1. Anonymous
    2021-12-29T15:44:03+00:00

    Hi May,

    Thanks for the fast reply.

    I don't have onedrive in my taskbar; nor does that app open when i search for it, but if it helps, the syncing worked just fine for the linked files up until the point when the file reached around 50 000 characters in length.

    The issue doesn't seem to appear to files smaller than that, at least not as far as I can see.

    If I copy-paste the current file and just make a new one and then share it; it seems to work just fine for a few hours, then all of a sudden it stops syncing again.

    At the same time, this issue happens regardless of whether I use the windows word app or the web browser version. Syncing just stops working after a while, when using large documents.

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  2. Anonymous
    2021-12-29T14:20:19+00:00

    Hi Raiden Rabit,

    Thank you for posting in this Answer Community and I am sorry for this inconvenience caused to you.

    To narrow down this issue, please select the blue OneDrive cloud icon in the Windows taskbar notification area> Select Help & Settings > Settings> Office tab and make sure the Use Office applications to sync Office files that I open check box is checked.

    For more information: Use Office applications to sync Office files that I open (microsoft.com)

    Then open any Office apps, go to File > Options > Save and make sure the AutoSave OneDrive and SharePoint Online files by default on <application> check box is checked.

    For your information: What is AutoSave? (microsoft.com)

    If the issue persists, may I confirm the following information for a better understanding of your situation?

    1. Does the issue happen to specific Word files or any file? To check this, you may create a new Word file to see the result.
    2. If the issue happens to the files saved in other SharePoint sites or OneDrive accounts yet?
    3. Can you recall that when did this issue happen, after updating Office? Or after installing a new app?

    Best Regards,

    May

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