#29339 MEP - File Issues

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Hi Peet,

We are having some strange issues with our computers. Not all of them have completed the most recent software update. Chelsea and Julie have also reported having issues with attaching a file to an outlook email and sending it. Julie’s computer also just seems to be running incredibly slow and the fan is always going very loudly and it gets really warm, which in my experience has always been a sign of an overworked computer.

Our internet seems to be running kind of slow, and I think that is contributing to us having some OneDrive syncing issues. Can you check into this or give any potential insight? I am quite confused!

--

Keeza Leavens

Office Coordinator

Missoula Economic Partnership

(406)541–6461

[email protected]

https://www.missoulapartnership.com/

500 N Higgins Ave, Missoula, MT 59802

Keeza,

Just trying to understand the exact issue(s) you're seeing.

Not all of them have completed the most recent software update. Which Software update, macOS or a particular Application? Chelsea will need to free up space before she can upgrade to macOS 15. She can free up 9GB by deleting her downloads. She has 17GB in Photos (disabling syncing with her personal iCloud would likely free a good amount of space here), if she's unable to free up enough space to upgrade, she could consider removing from her personal AppleID's Messages in the Cloud as that takes up 44GB.

It sounds like you may be referring to Microsoft Office updates. You can ensure that Office Applications are up to date by running "Microsoft AutoUpdate.app". The Application is located here: "'/Library/Application Support/Microsoft/MAU2.0/Microsoft AutoUpdate.app'"

The rest of your updates are managed with "Managed Software Center.app", so please check there for any updates.

Chelsea and Julie have also reported having issues with attaching a file to an outlook email and sending it. Please provide more information about this issue. Was this on the local application? The web? If the web, what browser? If it was the browser, does the same file attach when using the local application? If it was the local application, does attaching the same file within the web interface work?
Where was the file? If the file is withing SharePoint or OneDrive sync'd folders, was it fully synchronized? How large is the file? What is the file type?

Is the issue intermittent or does it always occur? If it's intermittent, are there a set of circumstances that can force the error?
Are there any error messages? If so when in the process do they occur? What's the exact text of the message(s)? If there are no errors, what is the exact behavior seen when attaching a file fails? At what point does the failure occur?

Julie’s computer also just seems to be running incredibly slow and the fan is always going very loudly and it gets really warm, which in my experience has always been a sign of an overworked computer. I'm not seeing any applications taking an exorbitant amount of CPU (which causes heat, which causes fans to spin). I can enable more detailed logging about CPU usage over time, but that in itself can contribute to excessive usage. A bit of a Catch 22. Please have Julie open '/Applications/Utilities/Activity Monitor.app', ensure that it's set to show "All Applications" and the list is arranged by the most CPU. This will provide immediate feedback as to any particular process causing excessive CPU usage. She can send screen shots my way for help troubleshooting.

Our internet seems to be running kind of slow: macOS has a built-in utility called "networkquality". Open "Terminal.app", enter "networkquality" and hit return. From what I see from Chelsea's computer, the network is running as expected, both throughput and DNS resolution.

root@MEP-ChelseaRabideau crabideau # networkquality
==== SUMMARY ====
Uplink capacity: 19.320 Mbps
Downlink capacity: 257.705 Mbps
Responsiveness: Medium (208.333 milliseconds | 288 RPM)
Idle Latency: 37.125 milliseconds | 1621 RPM

I think that is contributing to us having some OneDrive syncing issues. What OneDrive syncing issues? See above for the types of information that can be helpful when troubleshooting an issue. Exact failure/issue behavior, exact text from error messages, at what point errors occur, etc.

Microsoft's service status [page](https://admin.microsoft.com/Adminportal/Home#/servicehealth) for M365 requires an Admin role, but they post major issues on Twitter still: https://x.com/MSFT365Status

This screen shot is a list of currently known issues, but they don't seem related to "OneDrive syncing issues":
[embedded image]

Thanks!
Peet

Hi Peet,

I apologize, it is sometime difficult to explain.

For example, Julie was trying to send a document as an attachment on an email. Every time she got it to attach, she would try to open it, and it wouldn’t open, her computer would basically freeze. If she sent the email with the attachment and didn’t test open it, it wouldn’t send at all. She restarted her computer during this process many times. Eventually, I sent the email, and it worked just fine on my computer. That is part of the issue.

Chelsea also had a similar issue, but what she said was that her computer was not allowing her to open files from OneDrive. It gives her various error messages depending on the file she is trying to open. She said it seems to be various issues of not connecting to the server.

I don’t know what the issue is and every trick I know, such as restarting, checking the syncing, checking updates, etc. has not been able to help this problem.

I hope this helps to clarify the issues.

Thanks for the other information, it was helpful!

From: Artichoke Support - Peet <[email protected]>
Date: Wednesday, October 2, 2024 at 12:54 PM
To: Keeza Leavens <[email protected]>
Subject: MEP - File Issues (message id: 87093754)

Keeza,

And when they checked for updates with '/Library/Application Support/Microsoft/MAU2.0/Microsoft AutoUpdate.app' and '/Applications/Managed Software Center.app', they were not prompted for updates, correct? From my tools they look up to date. Your original request mentioned missing updates, but I'm still unclear as to whether you meant macOS, Microsoft Office Products or something else. I just want to make sure everything is current.

For example, Julie was trying to send a document as an attachment on an email. Every time she got it to attach, she would try to open it, and it wouldn’t open, her computer would basically freeze. If she sent the email with the attachment and didn’t test open it, it wouldn’t send at all. She restarted her computer during this process many times. Eventually, I sent the email, and it worked just fine on my computer. That is part of the issue.
I'm going to assume you mean attach a document to an email in Microsoft Outlook.app running on her desktop. Please let me know if that's an incorrect assumption. What was the document? What type of document was it? What size was the document? Where *exactly* was the document located? What *exactly* is the document's name? Does this happen with all documents or only specific/similar documents? If it was sync'd on the computer, was it fully sync'd to the computer or did it have a cloud icon beside it if viewed in the finder? Does the same issue happen if the document is sent via [https://outlook.office.com?](https://outlook.office.com)

Chelsea also had a similar issue, but what she said was that her computer was not allowing her to open files from OneDrive. It gives her various error messages depending on the file she is trying to open. She said it seems to be various issues of not connecting to the server.
Great to hear that she's receiving error messages, but to be able to offer any guidance, I still need to know the exact error message(s) that are being displayed and what action(s) caused the message(s).
Is Chelsea logged into Onedrive.app without any errors? Similar to this screenshot? Does the same issue occur if she's on her own phone hotspot or another network?
[embedded image]

Cheers.Peet

Created from Lead: https://artichoke.shield.syncromsp.com/leads/27998049/convert

Hey Peet,

I know Keeza has reached out to you, but I have reached the point of not being able to complete any work because OneDrive is not functioning on my computer. We have our annual meeting coming up and the team is reliant on me being able to complete my tasks today.

Is there something I can do to work on this issue?

Thanks,

Chelsea Rabideau ([she/her/hers](https://pronouns.org/))

Communications Director

Missoula Economic Partnership

500 N Higgins Ave, Suite 300

Missoula, MT 59802

missoulapartnership.com

[email protected]

P: 406.861.5695

The missing update was for Chelsea’s computer to be updated to IOS15. It still has not updated

Yes, that is the correct assumption. I am working on getting answers from Julie! I will say it was a 3 page word document. She tried sending it many ways with a link or attaching the file, restarting her computer. I am unsure right now if she tried sending it through the browser. I was able to access the file and send it right away.

It is called “Final Notes from Call with Jonathon 092724[39]”.

The file is in MEP Data - Economic Development – Capital - Down Payment Assistance Program – Landed.

Here is the response to Chelsea’s problem:

“When I open finder and try to look for or open files from the shared drive, the files won't open and there is a little banner at the top that tells me to open onedrive to sync the files. I go to the launchpad and attempt to open OneDrive. It seems to work momentarily, but after about 30 seconds, the attached message will pop up and the files on the shared drive will no longer be accesible.” – IMG_0289

“I have disconnected my appleID from my macbook and cleared out most of my downloads folder, but I still receive the attached message when I look to install the update. It gives no indication that the reason for not allowing me to download has to do with storage space (although I accept that I did need to clean it up) it just doesn't appear to be the final issue.” – IMG_0293

From:Artichoke Support - Peet <[email protected]>
Date: Wednesday, October 2, 2024 at 2:33 PM
To: Keeza Leavens <[email protected]>
Subject: MEP - File Issues (message id: 87093754)

Chelsea,

Absolutely, I requested information about the actual issue(s) you were having and what the actual errors, error behavior and messages you were receiving. All I could gather was OneDrive "has an issue"

You can always reach your SharePoint site via https://bredd.sharepoint.com/ I'm going to look at the reply that Keeza, sent just a bit ago. It looks like this contains more detail about your issue. I'll ping you with what we should do.

Cheers.Peet

Hey Peet,

I sent her some images of the error messages I was receiving and detailed description of the issue hoping she would pass that along. I’ll attach the images to this email. In the meantime, I deleted the file for which OneDrive was saying the path was too long. It was a file someone else had saved to the shared drive, but for whatever reason, it was causing Julie and I not to be able to sync. Either way, once I deleted that file, it seems to have resolved the issue with OneDrive. The app opens and appears to be syncing as normal.

The other issue was the notifications I’ve been receiving telling me I need to update my macOS to 15.0, but then giving me the message that my updates are managed externally. I did disconnect my appleID and cleared out my downloads folder to free up storage, but that didn’t seem to make a difference. This issue is far less pressing as I’m still able to work without the update.

Thanks for the help, Peet!

Chelsea Rabideau ([she/her/hers](https://pronouns.org/))

Communications Director

Missoula Economic Partnership

500 N Higgins Ave, Suite 300

Missoula, MT 59802

[missoulapartnership.com](http://missoulapartnership.com/)

[email protected]

P: 406.861.5695

From:Artichoke Support - Peet <[email protected]>
Date: Thursday, October 3, 2024 at 1:07 PM
To: Chelsea Rabideau <[email protected]>
Subject: OneDrive Disfunction (message id: 87136321)

Chelsea and Keeza,

Just an FYI, I merged Chelsea's new request with the existing one from Keeza.

Thank you so much for the error message you received.

It looks like the issue is described in the error you sent. There is a file/folder that you saved the path listed in error message that blows way passed the file path length restrictions that exist in SharePoint. The error you received is "We can't sync this item because the path is too long", followed by the exact path of the file in question. "/Users/crabideau/OneDrive - MEP/Data/General and .../.../Payables/2025/092024/Invoices/Place Your Order .... jnL.css" Then you are directed to quit OneDrive. It seems the issue would be that OneDrive.app can't sync an item because the path is too long and is refusing to run until it's removed, or the name is shortened

This should just be a PDF if I'm understanding what's saved here. It looks as though you have a saved web archive of your invoice instead of a PDF, or similar.

Please remove anything to do with that invoice and try starting Onedrive.app again.

Let me know if that clears the issue for you.

Cheers.Peet

[embedded image]

Chelsea,

For who ever may have saved that invoice as a web archive, here is Apple's instructions for saving any printable output as a PDF:

https://support.apple.com/guide/mac-help/save-a-document-as-a-pdf-on-mac-mchlp1531/mac

Cheers.Peet

Chelsea,
I can see Onedrive running on your computer, but you could just have it open with an error. Did removing that folder fix your sync issues?

[embedded image]

Cheers.Peet

Hi Peet,

Yes, when I deleted that file, it fixed the issue with OneDrive. Everything has synced and it is no longer prompting me to open OneDrive or giving me error messages.

Chelsea Rabideau ([she/her/hers](https://pronouns.org/))

Communications Director

Missoula Economic Partnership

500 N Higgins Ave, Suite 300

Missoula, MT 59802

[missoulapartnership.com](http://missoulapartnership.com/)

[email protected]

P: 406.861.5695

From: Artichoke Support - Peet <[email protected]>
Date: Thursday, October 3, 2024 at 1:53 PM
To: Keeza Leavens <[email protected]>
Cc: Chelsea Rabideau <[email protected]>
Subject: MEP - File Issues (message id: 87093754)

Chelsea,
Great! It's best to always include any error messages you get when you have an issue. Here's how to take screen shots instead of using your phone to take a picture of the screen: https://support.apple.com/en-us/102646

Keeza,
It does not look like OneDrive is running on Julie's computer. Can you confirm that it is and there is no issue with it syncing the folder that includes the file “Final Notes from Call with Jonathon 092724[39]”.

Thanks.Peet

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