Unable to open Team files in desktop app on my Mac

Question

Good afternoon,

I am unable to open Team files in the desktop app.

• I'm on a Macbook Pro
• Receive this error:
• 
• The Teams leader changed permissions and I was able to open files in desktop apps for about 3 weeks. Suddenly, I again could not open files in the desktop app. Verified that my permissions had NOT changed.
• I am a guest in the Team

Any thoughts?

Thank you,

Anne

Answer 1

Hello Anne,

Very appreciate for your efforts to test. According to the summary, my personal view is that this issue can be related with either your local Mac environment, specific Teams client, or Chrome browser on your Mac device.  

Since you can access files when on PC, I think at least, your account permission, the communication between Teams service and SharePoint service, and these 2 services are working well. The network is working fine too.

May I confirm with you whether the default browser is set to Chrome on your Mac device? Change it to Safari (just temporarily) for test and check if you can open files on Teams desktop app. Please also check updates for Chrome on Mac. Also try to reset Chrome settings (please be kindly noted that reset Chrome will loss all cached data including bookmarks, cookies, passwords, etc.). Make sure Chrome allows third-party cookies.

Kind Regards,

Anna

Answer 2

Hello Anne,

Thank you for your detailed information. I used one guest account for test and haven’t encountered this issue. Regarding this issue symptom, I recommend you refer to following steps to narrow down:

1. Try to check Teams on your other devices to see if you can access and open files. You can also test this issue on Teams web app(if you use safari browser: Safari browser support)
2. Please kindly check if you can access associated SharePoint site to view the files, or directly sign in SharePoint site to check:

 

3. Confirm with other members whether they are experiencing the same issue.
4. Check updates for desktop app and make sure it’s in the latest version. You can also share the full version number of it with us. If you have installed any antivirus software, for some of them may be conflicting with Teams. You may temporarily disable them and test the issue.
5. Please kindly try to change a different network. If it’s work network, please kindly confirm with admin whether there’s any change made on current network. If you’re using VPN, or proxy, it’s recommended to connect public internet for test, for some networks have filters and inbound/outbound access polices on traffics: Office 365 URLs and IP address ranges.

Kind Regards,

Anna

Answer 3

Hello Anne,

If you need further help, please feel free to contact us.

Have a nice day,

Anna

Answer 4

Anna,

Thank you very much for your reply. 

1. I was able to open team files in the desktop app on a PC, same network, using Chrome browser.
2. I am able to open team files in the desktop app on the PC, in SharePoint, same network, Chrome brower. I am NOT able to open team files in the desktop app on the Mac, in SharePoint, same network, Chrome broswer. I am able to open team files in the desktop app on the mac, same network, using the Safari web browser.
3. Other team members are not having this issue
4. Teams is updated to latest version
5. Was not able to test accessibility on a public network

Summary:

1. Mac: can't open files in desktop app from the application or from SharePoint using Chrome but I can from Sharepoint using Safari
2. PC: Can open file in desktop app from application and from SharePoint using Chrome

I have a work-around being able to use Safari but I'd like to be able to open the files in the desktop app directly from the application and using Chrome. 

Thank you,

Anne

Answer 5

Hello Anna,

This week I have been able to open my files in the desktop apps while using the Chrome browser despite changing nothing. Its possible an update came through. If this happens again, I now have ways to troubleshoot the issue thanks to your guidance. I am considering this issue solved. 

I appreciate your assistance.

Thank you,

Anne