External Users Losing Access to Folder

Question

Hi, 

We use SharePoint externally at my company and have been experiencing many clients losing access to their folders. When adding external users I take the following steps:

1. Create and open folder
2. To the far right, I select "Manage Access" > "Grant Access"
3. I then type in the client's email and select "Share"

Once the client gains access, they are able to access their folder. We have had many clients reach out to us because they start to get the following message:

" That didn't work. We're sorry, but 'insert client email' can't be found in your company directory. Please try again later, while we try to automatically fix this for you."

We have tried to following to fix the problem:

1. Select the "Share" button on the grey ribbon across the top and then copy the link and email them that link
2. Stop sharing the folder with them and re-sending a new access email

Every time, our clients still get the above failure message.

We do not experience this problem with all of our clients, but we have had a handful of them have this issue.

I am not sure if this is an error on my end when setting up/sending out the initial access email or if this issue is starting on the client's end. Has anyone else experienced this? Are there any solutions to this problem?

Answer 1

Hi Kayla,

We haven't heard from you for a while, have you tried deleting and re-adding the external users?

Regards,

Tisky

Answer 2

Hi Kayla,

The quotation in your reply means to delete the external users in the Active users in Admin center, stop sharing is not the same as deleting external user. To narrow down the situation, we suggest you try deleting the external user then re-invite them to the site and check the result.

Regards,

Tisky

Answer 3

Hi Tisky,

Our clients try to open the link in a private browser and are still getting the following message:

" That didn't work. We're sorry, but 'insert client email' can't be found in your company directory. Please try again later, while we try to automatically fix this for you."

We have tried in the past to stop sharing the folder with the individual and re-add them to the folder. Is that the same as below? 

"We suggest you go to Office 365 Admin center to check whether the problematic external user account is in the Active users. If yes, try deleting the problematic external users and re-share the document to them."

As of now, they still are not able to access the folder.

Thanks,

Kayla

Answer 4

Hi Kayla,

Are you still experiencing the problem? If so, could you provide us with the information mentioned above for troubleshooting?

Regards,

Tisky

Answer 5

Hi Kayla,

Based on your description, the external users are no longer to access to the folder that you shared with them.

To narrow down the situation, we suggest you go to Office 365 Admin center to check whether the problematic external user account is in the Active users. If yes, try deleting the problematic external users and re-share the document to them.

Also, you can let the problematic users use private mode of the browser when they open the shared link and make sure they have logged in with the right account.

Regards,

Tisky