Unable to save to Team/Sharepoint sites from Word

Question

Hi Community,

I have 3 members that are having issues with saving into Teams/SharePoint sites from within Word and other Office 365 applications.

No "smoking gun" changes that I understand that would have created this issue as it's only affecting 3 members, not the entire business.

As you can see from the screenshot below, this is what people get when they try to pick a SharePoint/Teams site. 

Any help or recommendations on what to check would be great. 

Thanks in advance.

• QA

Answer 1

Hi QA,

Generally, the root folder of the teams site will automatically appear in this section when you sign in with an Office 365 account. To properly isolate the issue, please try the following steps and let us know the results:

1. Sign out and sign in again using the affected account.
2. Go to a SharePoint site and open a file with Office client.
3. Clear Office credentials on the problematic machines.

a. Exit Office applications

b. Go to Control Panel > User Accounts > Credential Manager

c. Click on "Windows Credentials" (on the right)

d. Remove the credentials by clicking on the down arrow to the right of each entry and choosing Remove (This will remove your stored passwords.)

If the issue persists, kindly provide us the following:

1. Does the same error message appear when you select the OneDrive tab?
2. Screenshot of the page under Open > Sites.
3. Did the users make any changes on their machines prior to the problem?

Regards,

Justin

Answer 2

Hi QA,

Have you tried our suggestions above? Please let us know if you need further help.

Regards,

Justin

Answer 3

Hi Justin,

OP here. Can't get back into the OP account. 

I've tried your suggestions and in short here are the results;

1. Sign out and sign in again using the affected account.

• Didn't resolve. Issue still stands

2. Go to a SharePoint site and open a file with Office client.

• Didn't resolve, was able to view the sharepoint site within the same window but once I closed Word and re-opened, the sites weren't there.

3. Clear Office credentials on the problematic machines.

• Cleared all of the credentials from the requested area and the issue still stood once signing in

Requests:1. Does the same error message appear when you select the OneDrive tab?- When I click the OneDrive Tab and select open, this only shows recently visited sites. Some don't even see any available. No other Teams or SharePoint sites exist or show. None of the original Team sites that would normally appear either. I will note that after doing this, the message "There are no sites to show right now" disappeared but again, only showed recently visited sites.

2. Screenshot of the page under Open > Sites.

3. Did the users make any changes on their machines prior to the problem?

No changes were made at all. 

I would also like to note that the issue is affecting users on the following builds & versions:

• Version: 1902 
• (Build 11328.20146)
• Version: 1901
• (Build 11231.20174)

Any help will be appreciated.

Thanks,

Juan

Answer 4

Hi Juan,

Thank you for the information. Here are some few things that needs to be confirmed:

1. Does the affected accounts have at least Edit permission to the root team site contoso.sharepoint.com?
2. Were they created from local AD or Office 365 portal?
3. What permission level does the accounts have on the other sites?

In addition, we'd like to collect your tenant information to check it from backend. To protect your privacy, we've sent you a private message.

Regards,

Justin

Answer 5

Hi Juan,

Thank you for the information you provided via private message. To move forward, please provide us the additional information above when you have time.

Regards,

Justin