Broken Folder Path Sync in Private Channel "Shared" Tab

Question

Our team is experiencing an unexpected layout change within Microsoft Teams that began today. The Shared tab in our private channel (Cases) is suddenly failing to drop users directly into the channel's subfolders, requiring an extra click that was not previously necessary.

What we are experiencing:

• General Channel (Correct Behavior): When clicking the Shared tab, it automatically opens directly inside the "General" folder sub-directory, instantly displaying all the files and folders stored within it.
• Cases Channel (Private - Current Issue): When clicking the Shared tab, it instead opens at the absolute root Documents directory. It displays a single folder named "Cases," forcing users to click that folder first just to view the actual agent case files and subfolders inside.

Context:

• This is a private channel, and all members of the channel are experiencing this exact same issue simultaneously.
• It literally worked perfectly before today; clicking the Shared tab used to instantly list the channel contents without the extra step.Our team is experiencing an unexpected layout change within Microsoft Teams that began today. The Shared tab in our private channel (Cases) is suddenly failing to drop users directly into the channel's subfolders, requiring an extra click that was not previously necessary. What we are experiencing:
  • General Channel (Correct Behavior): When clicking the Shared tab, it automatically opens directly inside the "General" folder sub-directory, instantly displaying all the files and folders stored within it.
  • Cases Channel (Private - Current Issue): When clicking the Shared tab, it instead opens at the absolute root Documents directory. It displays a single folder named "Cases," forcing users to click that folder first just to view the actual agent case files and subfolders inside.
  Key Context:
  • This is a private channel, and all members of the channel are experiencing this exact same issue simultaneously.
  • It worked perfectly before today; clicking the Shared tab used to instantly list the channel contents without the extra step.

Answer 1

Hi Reina,

Greatly appreciate your detailed sharing about the issue.

Based on your information, since the issue started today and affects all members at the same time, this issue is likely a Teams navigation regression that affecting the private channel's library path, or a tenant/service-side change affecting how Shared tab resolves the private channel library root.

In this situation, for you to receive the best possible assistance, I suggest you should contact your IT admin and ask for their help to create a service request with Microsoft support to get advanced technical assistance and diagnostics from Microsoft 365 Admin Center > Support > Help & Support. This route ensures that you can contact a Microsoft support engineer who can perform a remote session to investigate the situation, verify the backend configurations, and run any necessary synchronization tools to resolve the problem. If the issue requires further attention, he/she can escalate it to a specialized team for deeper analysis.

• For detailed instructions on how to get support, please refer to Get support - Microsoft 365 admin.
• If you don't know who your IT administrator is, please refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support 

As a forum moderator, I genuinely wish I could directly delve into the backend systems to diagnose and fix this for you. However, my role here is limited to providing general guidance and solutions that can be applied by users. Please know that even though I can't directly intervene, directing you to the correct, specialized support is the most effective help I can provide from my position.

Thank you for your understanding and I truly hope your issue will be get sorted out soon.

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