Cloud problems d.docs.live.net

Hi, after about a week of this and going through several Microsoft engineers, escalating the issue up the chain of expertise, I still hadn't solved this. I tried everything, even setting up an account on an old Windows 10 computer, no luck. I had a rest from it today and went and did some gardening, and the answer just popped into my head! I had realised that any document saved to Desktop, whether new or old always worked properly, whereas all those in the documents folder did not.  Any Word files saved elsewhere (such as in among the photo files) also worked.   So, the logical conclusion was that there was a problem with the file path to Documents.  Perhaps I accidentally moved something, I don't know, the file path had "Documents - Documents" in it, which I reckon was one too many Documents.  Anyway I deleted the Documents folder and all its contents from my computer and OneDrive and then re-added them from my portable hard drive into the OneDrive Documents folder on my computer.  Everything uploaded to OneDrive again and all the documents are working as they ought to.  Autosave is also On, except for Compatablity Files but that's easy to rectify. No sign of d.docs live or files being renamed to (number) and so on.

I am so relieved, and hopefully someone will find this helpful in the future.

Thank you so much Claire I have been trying to sort this for a week and it is finally fixed thanks to you! :-)

Hello clairepearson1,

I'm glad your problem was resolved, you're fantastic. I will share this thread with other community members who are experiencing similar issues, thank you for sharing your solution.

If you have any questions in the future, please feel free to contact me, thank you for your support.

Best regards

Isabella-MSFT | Microsoft Community Support Specialist

Hello clairepearson1，

Based on your description, I understand that you want to know more about resetting Word and creating a new account.

Firstly, resetting Word is going to re-change the setting options in Word, which may change if you have made changes before. We apologise for any inconvenience.

Rebuilding an account is intended to allow you to troubleshoot your current environment to see if the same problem occurs when you are in a new environment, where you can log in with your own account and access Word and other Office features.

If you are still experiencing the same issue, we suspect that there is a problem with your system.

The reset solution given to you before seems a bit complicated, this is the simplified solution you can refer to:

Press Windows + R and in the run box that opens type: regedit and press enter.

Locate the following keys and rename the Office folder (right-click on it and select Rename, e.g. rename Office to Officeold)

Then re-open the word document to try the effect.

I hope your problem can be solved successfully, thank you for your understanding.

Best regards

Isabella-MSFT | Microsoft Community Support Specialist

Can you tell me what will happen to all my documents if I re-set Word? Will all the formatting in the documents change? Or will re-setting only change the defaults in new documents?

Also, I don't fully understand about setting up a new user account. Surely I can only access Word and other Office features if I log in with my own account?

Claire