@Mentions in Local Word Not Working

Question

Hi All,

I had previously logged this call with the 365 team but they advised me it's a functionality issue.

2 of our users are currently unable to @mention people in Word (installed on the PC) when commenting.

When they input an @ symbol, the list of people that usually loads up doesn't work even if an email is written out.

They can see other mentions fine and they can use the feature online on 365.

One user who I have been testing with has all latest Windows 10 Pro updates as well as a fully patched Office 365.

I have tried:

signing out of office

• reuploading document
• syncing onedrive
• Patched Office
• Rolled back to an older version
• Tried a fresh document
• Patched Windows 10

I'm afraid I don't have the current version number to hand as the user is away but can ask for it by email if necessary.

If anyone has any ideas on what to try, that would be greatly appreciated.

Answer 1

Hi Littlefish MSC,

Thanks for all steps you have tried. After my test, I can use this feature at my end. When I type @ in the comment, the user list will show up immediately. But to use this feature, we need to sign in work account in Outlook on user’s PC. And this file must be saved in SharePoint library or OneDrive for Business. For your reference, you can know about this feature in the article.

To narrow down this issue, please try these ways and see the result:

1. Make sure this file saved in SharePoint library or OneDrive for Business. You can save files via Save as-> Site/OneDrive. Then check can you use this feature.
2. Please go to Outlook. sign out and sign in again to make sure you sign in Outlook when you want to use this feature.
3. Go to Word->File-> Account, make sure you sign in with your work or school account.
4. Go to App&Feature -> Office, click Modify-> Online repair try to fix Office. Then try this feature again.

If these steps still can’t work. We want to collect more information for better understand this issue:

1. Can you provide the user’s Office version by screenshot? Go to Word-> File->Account. For us to reproduce in the same environment.
2. If this issue only happened with 2 specific users, can you provide their account information for us to check in back end? To protect personal information, you can send it via PM link.

Appreciated for your cooperation.

Regards,

Ivy

Answer 2

Hi Littlefish MSC, 

Thanks for the screenshot about the product information. In screenshot, the user is using Semi-annual channel of Office. After my research, mention people in comment feature support in Monthly channel and Monthly Targeted channel version 1906.

If that user wants to use this feature, we suggest you change the channel to Monthly channel. Or we can wait the nest update of Semi-annual channel.

For more information about how to change channel, you can refer to this article.

Appreciated for your patience and cooperation about this case.

Best Regards,

Ivy

Answer 3

Hi Littlefish MSC, 

How is the issue now? Have you tried my methods? Please don't hesitate to update this thread if you have further questions. 

Regards,

Ivy

Hi Ivy,

I already tried your methods but will send a screenshot today of the users version of Office.

Thanks,

Joe.

Hi Ivy,

I have tried an online repair today and used the tool to completely uninstall office. I then went onto the users 365 and installed office after restarting.

I'm afraid we are still not able to mention people on the local version. I also attempted with a diferent user on the pc and same thing.

Thanks,

Joe.

Answer 4

Hi Littlefish MSC, 

How is the issue now? Have you tried my methods? Please don't hesitate to update this thread if you have further questions. 

Regards,

Ivy

Hi Ivy,

I already tried your methods but will send a screenshot today of the users version of Office.

Thanks,

Joe.

Answer 5

Hi Littlefish MSC, 

How is the issue now? Have you tried my methods? Please don't hesitate to update this thread if you have further questions. 

Regards,

Ivy