MS Teams error - "We can't get your files. We are working on getting them back".

Question

I have a customer who has recently created a new group within teams and wants to upload files for a group of about 6 people. When she created it, she was greeted with the error message "We cant get your files. We are working on getting them back". This doesent make sense though as no files have been uploaded yet as its a brand new teams group??????.

Thanks

Luke :)

Answer 1

Hi Luke Wren,

Thank you for the posting in our forum community.

According to your description, can we confirm that which Microsoft Teams client you are using? Is this Microsoft Teams desktop client or Microsoft Teams web client?

We suppose that you are using Microsoft Teams desktop client, if so that, kindly try to clear cache of Microsoft Teams for desktop client (Windows 10) and try to check that if this error issue is disappear from Microsoft Teams desktop client on Windows 10.

Here is the steps for clearing cache of Microsoft Teams for desktop client.

• Fully exit the Microsoft Teams desktop client. To do this, either right click Teams from the Icon Tray and select ‘Quit’, or run Task Manager and fully kill the process.

• Go to File Explorer, and type in %appdata%\Microsoft\teams

• Once in the directory, you’ll see a few of the following folders:

From ‘Application Cache’, go to Cache and delete any of the files in the Cache location.

“%appdata%\Microsoft\teams\application cache\cache”

From ‘Blob_storage’, delete any files that are located in here if any.

“%appdata%\Microsoft\teams\blob_storage”

Within ‘Cache’, delete all files “%appdata%\Microsoft\teams\Cache”

Within ‘databases’, delete all files “%appdata%\Microsoft\teams\databases”

Within ‘GPUCache’, delete all files “%appdata%\Microsoft\teams\GPUcache”

Within ‘IndexedDB’, delete the .db file “%appdata%\Microsoft\teams\IndexedDB”

Within ‘Local Storage’, delete all files “%appdata%\Microsoft\teams\Local Storage”

Lastly, from ‘tmp’, delete any file “%appdata%\Microsoft\teams\tmp”

Further, to narrow down the issue, I need to confirm below information from your side for further assistant.

1. Whether this issue also happened with Microsoft Teams web client?
2. For Microsoft Teams desktop client, kindly try to provide us detailed Microsoft Teams desktop client version.
3. Kindly provide us detailed error screenshot about “We can't get your files. We are working on getting them back”
4. Does this issue has happened with other user in the organisation?

Kindly provide us above mentioned details as per your convenient time.

Regards,

Darpan

Answer 2

Hello,

Version 1.3.00.362 (64-bit). This is also happening in the web client for multiple users 

Thanks for your help with this.

Luke

Answer 3

Hi Luke Wren,

Thank you for your reply. Regarding this issue, I have consulted with our team, if at once I have getting any update from our team, I will be post back such kind of information here or in private message. Thank you for your patience.

Regards,

Darpan

Answer 4

Hi Luke Wren,

Thank you for your patience. Regarding this issue, at once we suggest you that kindly try to create one another test team and try to identify that if the issue is with this specific created team.

Also, we suggest you that kindly create one team channel under created team group and try to identify that if you can see upload option and can upload the file under file tab on that created team channel.

On the other hand, for MS Teams web client, kindly use different web browser and in private mode browser for MS Teams, try to identify that if the issue is disappear or not.

Further, we suggest you that if you can see the created team on SharePoint, kindly try to open that created team on SharePoint, after that kindly upload file or document from SharePoint under Document option, try to identify that if you can see that file on MS Teams after uploading file from SharePoint.

Here is the detailed steps information article for your reference: https://support.office.com/en-us/article/upload-files-to-a-library-da549fb1-1fcb-4167-87d0-4693e93cb7a0

Let us feel free to contact us with your updated information or screenshot. We will be glad for further assistant.

Regards,

Darpan

Answer 5

Hi Luke Wren,

If you need any other information or help, kindly feel free to contact us.

Regards,

Darpan