Documents not syncing correctly for multiple users

Question

Over the last month or so, multiple users are reporting documents on the old sharepoint that are not synching correctly. They have set up workflows for documents to be approved by different levels of management and up until recently they have worked fine.

When they try to open in edit mode, they get a message that says “we’re having trouble connecting to the server.  If this keeps happening, contact your help desk”.  In the past, discarding the changes would bring up the newer version of the file. When they try to discard changes now, they get a message that “Your
changes can’t be discarded” and the file opens the old unedited version, in edit mode, and still has the refresh recommended/discard changes message at the top.

I, and other that have not viewed the document are able to see the edited version.

I have ran them through several housecleaning steps- making sure they are using clean documents, making sure they aren't downloading a local version and for some reason this issue keeps occurring and it is starting to affect more users.

Answer 1

Hi T-K3935

Thanks for posting the thread on our forum.

As you mentioned "multiple users are reporting documents on the old SharePoint that are not syncing correctly*",*we would like to know whether users are having problems with files stored in SharePoint Online or SharePoint Server?

Generally, the error message you encountered at the user's end can be fixed by removing the OfficeFileCache folder in the Windows User Profile folder, where the location is C:\Users\User\AppData\Local\Microsoft\Office\16.0\OfficeFileCache (User need to be replaced with the user profile name of Windows where the user is having a problem).

In addition, if the files located are in SharePoint Online, can you please share the following information:

1. Screenshot of the error messages encountered.
2. Screenshot of Account page for Office apps. Open any Office app such as Excel> Account> Take a screenshot and share with us
3. Does the problem happen to the files stored in the specific Document Library in SharePoint Online?

Your understanding and patience will be highly appreciated.

Regards,

Stacey

Answer 2

Hi T-K3935

I’m glad to hear that your problem was solved.

If you need any further assistance, please feel free to post back.

Regards,

Stacey

Answer 3

Hello Stacey,

Deleting the OfficeFileCache corrected the issue. Thank you for your prompt response.