Track changes: user's name becomes corrupt

Question

Hi,

We have a problem where users name becomes corrupt in the track Changes functionality (see screen shot below). This issue can occur from one day to another and older changes done by the same user still display correct name in track changes. The user have not been changing settings for "Change User Name" and "Always use these values regardless of sign in to Office" in track Changes settings. 

Extracting the docx and looking into the xml files we see the corrupt username in several files:

people.xml:

<w15:person w15:author="@@Bd9zbt6IE5V9XyNHEDxcPzW32jmA"><w15:presenceInfo w15:providerId="None" w15:userId="@@Bd9zbt6IE5V9XyNHEDxcPzW32jmA"/></w15:person>

comments.xml: 

<w:comment w:id="148" w:author="@@Bd9zbt6IE5V9XyNHEDxcPzW32jmA" w:date="2019-01-18T15:25:00Z" w:initials="TS"><w:p w14:paraId="17AE6136" w14:textId="584F8A3E" w:rsidR="009575CE" w:rsidRPr="009575CE" w:rsidRDefault="009575CE"><w:pPr><w:pStyle w:val="Kommentarer"/><w:rPr><w:lang w:val="sv-SE"/></w:rPr></w:pPr><w:r><w:rPr><w:rStyle w:val="Kommentarsreferens"/></w:rPr><w:annotationRef/></w:r><w:r w:rsidRPr="009575CE"><w:rPr><w:lang w:val="sv-SE"/></w:rPr><w:t>TS: Se rut som en mening s</w:t></w:r><w:r><w:rPr><w:lang w:val="sv-SE"/></w:rPr><w:t>om till hälften blivit raderad.</w:t></w:r></w:p></w:comment>

document.xml:

<w:ins w:id="144" w:author="@@Bd9zbt6IE5V9XyNHEDxcPzW32jmA" w:date="2019-01-18T15:28:00Z"><w:r><w:rPr><w:noProof/><w:lang w:val="sv-SE"/></w:rPr><w:t xml:space="preserve">Ett exempel på en lista </w:t></w:r></w:ins><w:ins w:id="145" w:author="@@Bd9zbt6IE5V9XyNHEDxcPzW32jmA" w:date="2019-01-18T15:29:00Z"><w:r><w:rPr><w:noProof/><w:lang w:val="sv-SE"/></w:rPr><w:t>–</w:t></w:r></w:ins>

Answer 1

Please let the user try Safe Mode and see if the issue is happening. If it is not happenning on Safe Mode, user can remove the add-ins that's causing the issue. We are going to wait for the result of the process. As for issue with OneNote, you can post a new thread with regards to it.

Update us with the outcome so we can assist you further.

Bob

Answer 2

Hi Bob,

Here is some additional information:

• Microsoft Office Professional Plus 2016 (msi-installation)
• Build 16.0.4738.1000 (32-bit)
• Windows 10 (1709 and 1803)
• Files are stored in SharePoint 2016 (Jan 2019 CU). Versioning is turned on in document library.
• Issue happens on specific files and it comes and goes for the user

Have not tried safe mode but will instruct the user to try it when the issue appears again.

We have also seen similar issue in OneNote with its track changes functionality. But in that case OneNote showed the name of the user's secondary mail-box in Outlook instead of the user account logged in to Office.

Answer 3

Hi Johan,

We want to know more about the issue you're having with with  the track changes settings on the Word app. Please answer the questions below:

• Can you tell us the build and version of the Word app you're using?
• Is the issue happening to a specific file only or to all the Word files?
• Can you tell us how are you sharing the files?
• Have you tried opening the Word app on Safe Mode just in case an add-in or an extension is preventing the app from working correctly?

We'll wait for your response.

Bob