Excel Online Performance Issues

Question

Hi,

We are experiencing performance issues with the Excel Online product, not the desktop client but the browser based solution.  It is used quite heavily for co-authoring some very basic sheets (no formulas, no calculations, just a few very basic tables).

It worked very well up until a few weeks ago, now it is very slow and quite often hangs with a grey screen and "working on it.." message.  The updates between co-authors can take up to 2 minutes to polutate and sometimes it will drop values entered into fields.

The workbooks are hosted in a sharepoint online team site.

We have tried accessing the workbooks from multiple locations, sometimes with just one person on the workbook and still see the same issue.  I have even contacted a colleague on another Microsoft Tenant and they get the same problem.

Is there an issue with the Office Online suite currently?

Kind Regards,

Ryan

Answer 1

Hi Ryan,

Please try checking the followings to see if there is any difference:

1.  Reset browsers and clear caches. For example, Reset Internet Explorer Settings.

2.  Try different browsers.

If the same behavior appears, we need to confirm few things to better understand your situation:

1.  Does this only happen to one specific Workbooks or all workbooks? Please try a).creating a new blank document  b).copying the content to a new document to see if it exhibits same behavior.

2.  Does this happen to other document libraries on the same site and other sites?

3.  Try a different network environment to see if there's any improvement.

4.  Please help capture a screenshot of "quite often hangs with a grey screen and "working on it.." message".

Regards,

Joanne

Answer 2

Hi Joanne,

Please try checking the followings to see if there is any difference:

1.  Reset browsers and clear caches. For example, Reset Internet Explorer Settings.

This did not make any difference

2.  Try different browsers.

 I have tried; Edge, Chrome and Firefox, with and without the add-ins on multiple computers at multiple sites.

If the same behavior appears, we need to confirm few things to better understand your situation:

1.  Does this only happen to one specific Workbooks or all workbooks? Please try a).creating a new blank document  b).copying the content to a new document to see if it exhibits same behavior.

This happens with all workbooks, even a new blank one

2.  Does this happen to other document libraries on the same site and other sites?

All document libraries

3.  Try a different network environment to see if there's any improvement.

As stated above I have tried it at a number of sites and on a number of different tenants.

4.  Please help capture a screenshot of "quite often hangs with a grey screen and "working on it.." message".

This is a common screen, with no support information I cant see why this would be relevant.

Answer 3

Hi Ryan,

feel free to provide he requested information when you have time.

Regards,

Joanne

Answer 4

Hi Ryan,

Thanks for the updated information.

To clarify if this is related to network, could you try connecting your computer to different network to check if it exhibits same behavior?

And we can't reproduce the behavior on my side and can't see "quite often hangs with a grey screen and "working on it.." message", a screenshot may give us some clue about the issue and let us understand the behavior directly, you needn't to describe more information about it.

Besides, we need to collect network trace log for further investigation. You can provide the log in private message to protect your privacy.

Regards,

Joanne

Answer 5

Hi Ryan,

Let us know if we can be of help.

Regards,

Joanne