issues with shared excel file not updating

Question

Hi there, we have been using a fairly large excel document to update figures for our business. The file is used by multiple team members and recently a couple of them have been reporting that changes to cells have not synced back to the excel that resides on our sharepoint. I have checked the cell and there’s no record of an attempt to write or it being deleted. My best guess at this stage is something is interfering with the write back process from the excel when it’s opened in the browser and the ‘master’copy that resides on sharepoint. Any thoughts on troubleshooting steps would be appreciated!

Answer 1

Dear Brian McGovern TIP,

Thank you for posting your query in our community.

Please don't worry, let's resolve your concern together and move towards a path towards resolution.

There are many possibilities that caused users cannot see each other's changes. Let’s try basic troubleshooting to narrow down the issue. Can you please provide the following information?

1. May I know if the users opened the Excel file using the Excel desktop app or from Excel on the web? Can you please share the details steps how users open it?
2. Please ask the user who is experiencing the problem to first open the file from the online, at the same time, click "open in desktop" button to open it in the local desktop client. please edit the Excel file on the web please check that changes will reflect in the desktop app.

( typically speaking when you make a change file will upload to the SharePoint server from there server will send to other users this troubleshooting steps to find out which user has the use receiving the information from SharePoint server )

Also, try the other way around such as trying to edit something on PC and check the file changes will respect to Excel on the WEB.

3. At the same time, this type of issue normally happens on Excel desktop app side. Therefore, before further trouble shooting, I also would like to provide some quick repairing methods on desktop app side.

please try to log out from Excel and OneDrive in the infected user side and please go to this location and clear the cache for more info

C:\Users[USERNAME]\AppData\Local\Microsoft\Office\16.0\OfficeFileCache. for more info --->> Clear the Office cache - Office Add-ins

1. **Control Panel\User Accounts\Credential Manager,**please remove all "OneDrive" related and "Office" related accounts.

Try to uninstall office and re install see if the infected users get the same issue --->>> Install Office apps from Office 365

Please provide the details with a follow-up replay I will do my best to help you.

Appreciate your patience and understanding. Have a great day!

Yours sincerely,

Answer 2

Hi Sophia,

Thank you for the insights here. The issue appears to be using a browser - the file is being shared on planner, so users are just clicking the link which automatically opens the spreadsheet on a separate tab.

I like your thinking here, so in the absence of any other details from the users having a system of checking if edits are being written back to the original file is helpful.

I have asked the users to use this self check method to confirm if they can see themselves editing the cell and to contact me immediately if they cannot. I then might be in a better position to try some troubleshooting.

Regards

Brian

Answer 3

Dear Brian McGovern TIP,

Thank you for posting your query in our community.

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Thank you for your time and we wish you have a lovely day.

Yours sincerely,