The Microsoft Upload Center found a problem while accessing the Office Document Cache

Question

_{Wednesday, August 23, 2017 9:16 AM | 1 vote}

Hi all,

We have multiple users getting this error

The Microsoft Upload Center found a problem while accessing the Office Document Cache and needs to repair it before it can continue

They are working in a Citrix environment,  based on a shared image (Citrix PVS)
Office version is the 365 ProPlus Click to Run version.

We do not have OneDrive installed in the Citrix environment.

So from what i found on the internet is that i have to kill all Upload Center processes, and next rename or delete the OfficefileCache folders here: %userprofile%\AppData\Local\Microsoft\Office\16.0\

But the problem keeps coming back.

Office version is 16.0.7766.2099. 

Any idea?

All replies (12)

_{Thursday, August 24, 2017 2:24 AM}

Hi bennekommer,

I would like to know if the OneDrive for Business app (which is included in Office 365 ProPlus) is used for OneDrive or SharePoint files sync in your environment.

Also try the following points to fix the issue:

1. Repair Office 365 ProPlus: Go to Control Panel > Programs and Features, make sure there is no other Office related application installed on this computer. Select Office 365 ProPlus, click Change > Online Repair.
2. Perform a clean boot on Windows to make sure the cache files don't get loaded during startup.
3. Open Office Upload Center in Windows. In the Upload Center, click Settings, and then click Delete Cached Files. 
   
4. Reboot Windows normally, sync and confirm if the issue can be fixed.

Best Regards,

Winnie Liang

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_{Thursday, August 24, 2017 2:28 PM}

Hi Winnie,

We dont use the OneDrive app at all. It is installed, but not assigned to users right now (RES)

Online Repair of Office done, but didnt solve the issue. 

Users do have the option to save files in OneDrive for Business from out the Save As in Word / Excel. From what i know there are users who receive the message, but never worked with OneDrive. They just save the files on local network drives.

For several users i deleted/renamed all the OfficeFileCache folders in below location:

UPM_Profile\AppData\Local\Microsoft\Office\16.0\

most users had 3 up to 15 OfficeFileCache folders there. Now users just have one, still receiving the error. Looks like it doesnt create multiple folders anymore.. Or not yet.

_{Monday, August 28, 2017 2:24 AM | 3 votes}

most users had 3 up to 15 OfficeFileCache folders there. Now users just have one, still receiving the error. Looks like it doesnt create multiple folders anymore.. Or not yet.

Hi,

It seems that the issue has been narrowed down to one specific user. Have you tried to create a new Windows account to logon this computer and use this user account to logon Office to have a try?

If there is no issue with new Windows account, I suggest you can try the following method:

1. Backup the registry key in Windows.
2. Close all Office applications. Start Registry Editor.
3. Browse to the following registry location:
   HKEY_CURRENT_USER\Software\Microsoft\Office\16.0
4. Rename this key to \16.0-old
5. Restart Office application and confirm if the issue persists.

Best Regards,

Winnie Liang

Please remember to mark the replies as answers if they help. If you have feedback for TechNet Subscriber Support, contact [email protected].

_{Tuesday, December 19, 2017 2:49 PM}

Hi Bennekommer,

We have the exact same problem in our Citrix environment, though it only seems to happen in the XenDesktop environment, not our XenApp machines.

It seems to have started after an office update end of november/start of december and the error just keeps coming back with multiple users.

Did you ever find a way to fix it? If the problem seems to be solved, could you please list which version of Office you are currently running? I would be much obliged!

_{Tuesday, January 9, 2018 8:12 PM}

We're having the same issue in our XenApp environment with a current build of Office 2016. Lots of Cache issues and Word and Excel documents failing to save. We had a similar issue back in July and ran a script that deleted all the \OfficeFileCache folders in everyone's profiles and it resolved the issue back then. We're not having the same success this time.

I did a full uninstall and reinstall using ODT 2 weeks ago and are running 16.0.8201.2213 (32-bit).

Some users have reported that they have clicked the Save icon and the system does not indicate any issues with the save, then they go to find the document and it either doesn't exist or their changes weren't saved.

Most users are just getting the message that the MS Office Upload Center found a problem while access the MS Office Document Cache and needs to repair it before it can continue. The users hit the Repair button and get the message that a new document cache has been created and it shows the path to the new cache. It also asks if the user wants to try and recover pending uploads from the old cache. I don't think this has ever been successful.

Also, OneDrive is excluded from the Office install. Users save all docs to the local network. Very frustrated with Microsoft for forcing OneDrive down our throats in a corporate environment.

One question is, why do I need the cache at all? Why can't I just disable it and force the use to wait while the document completes its save? Is there a way to disable the ODC?

It's year end time and the Finance Dept is having lots of Excel issues and getting extremely frustrated.

Thanks!

_{Wednesday, February 14, 2018 3:04 PM}

Do you have an example of the script you used to delete all  the \OfficeFileCache folders for users.

I've fan into this problem this morning and it's impacting several computers right now.

Thanks!

_{Friday, February 23, 2018 12:32 PM | 3 votes}

Hi,

please try the following...worked for us!
delete the following RegKeys:
HKEY_CURRENT_USER \ Software \ Microsoft \ Office \ 16.0 \ FileIO -> all Key´s

also delete the OfficeFileCache (and all versions 1,2,3,4) folder from the Userprofile.

C:\Users\Username\AppData\Local\Microsoft\Office\16.0

In a citrix environment please make sure that this directory is not synchronized

Start Word.....

Now a new OfficeFileCache folder should be created and also the correct RegKey's for this.

Regards

Simon

_{Monday, February 26, 2018 9:01 AM}

Worked like a charm! Thank you :-)

_{Thursday, March 1, 2018 5:19 PM | 1 vote}

My resolution with Office365 Proplus was slightly different:

Delete key: [HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\FileIO]

and remove the %LocalAppdata%\Microsoft\Office\16.0\OfficeFileCacheXX folders.

In our case we use this on a shared RDS server with no need for remote storage of files. This seems to work fine.

_{Tuesday, March 13, 2018 10:45 PM}

This 2nd registry entry, along with deleting the 9 folders! worked great. Thanks folks!

_{Friday, March 29, 2019 2:06 PM}

My resolution with Office365 Proplus was slightly different:

Delete key: [HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\FileIO]

and remove the %LocalAppdata%\Microsoft\Office\16.0\OfficeFileCacheXX folders.

In our case we use this on a shared RDS server with no need for remote storage of files. This seems to work fine.

We are having this exact issue on a RDS Farm and started when we introduced an second session host. I was thinking about creating a logon script to delete the reg key and OfficeFileCache folder, do you think that would work? Have you had any issues with deleting those keys/files?

_{Monday, December 2, 2019 2:48 PM}

This worked for me, thank you.

Clearing offlinecache folders, repair, uninstalls didn't work.

Large organisation (Gsuite with Office 2013), 2 users so far had this error with this fix resolving it.