The Egnyte Microsoft co-editing feature allows Egnyte users to collaborate on Microsoft Office files with other users through Egnyte's Microsoft Office integrations. As the feature continues to improve, users may encounter some issues with the co-editing feature. This guide provided instructions for end users to effectively report issues to Egnyte and Microsoft Support.
Send Feedback to Microsoft
How to Get the Direct URL with File ID
Contact Egnyte Support
Send Debug Logs from Egnyte Desktop App
When an issue occurs during a co-editing session, users must send feedback to Microsoft within 3 to 4 days since the occurrence. It is important to report the issue from the same Microsoft co-editing session immediately when the issue occurred. If the session was closed, we recommend opening a new session for the affected file and immediately send feedback to Microsoft.
For example, if a co-editing issue occurred during a session via Microsoft Office Online, the Microsoft feedback should be submitted from the same Office Online session. Follow the steps below on how to send the necessary information to properly report the issue
Send Feedback to Microsoft
For better success in efficiently addressing an issue, it is recommended to send feedback to Microsoft within 3 to 4 days of when the issue occurred. Follow the steps below to send feedback:
- During the co-edit session, click Help
- Select Feedback
- Click on Report a problem
- In the What did you dislike? box, copy and paste the provided template, and fill in the necessary information:
- '#EgnyteM365Integration'
- Egnyte domain name:
- A brief description of the issue:
-
Approximate timestamp and date of the issue:
(for example, 5/3/26 approximately 12pm PST): - Direct URL from Egnyte with file ID (see section below):
- Add any error message screenshots
- Select the option Yes, you may contact me
- Click Submit and take a screenshot of the submission.
If an Egnyte Support ticket was already submitted for the same issue, update the respective ticket after the feedback was sent to Microsoft, and include a screenshot of the submission to Egnyte Support.
How to Get the Direct URL with File ID
To find the Direct URL for the respective application, perform the following steps:
For Microsoft Office Online Co-Editing:
- In the Web UI, navigate to the folder where the file is hosted in,
- Right-click the affected file
- Select Copy direct URL
- Paste the link in the What did you dislike? Box (section above)
For Desktop Co-Editing on Windows:
- Open File Explorer
- Navigate the folder where the file is hosted in via the associated mapped drive
- Right-click the affected file
- Select Show more options
- Click Share
- Pick Copy direct link and save it for next step.
- Paste the link in the What did you dislike? Box (section above)
For Desktop Co-Editing on Mac:
- Open Finder
- Navigate the folder where the file is hosted in via the associated mapped drive
- Right-click the affected file
- Click on Share: Copy Direct Link and save it for next step.
- Paste the link in the What did you dislike? Box (section above)
Contact Egnyte Support
In addition to reporting this issue to Microsoft Support, also submit a case with Egnyte Support or send an email to support@egnyte.com. Include the following information in the ticket submission:
- Egnyte Domain:
- A brief description of the issue:
- Approximate timestamp and date of the issue (for example, 5/3/26 approximately 12pm PST):
- Direct URL from Egnyte and File ID (see section above):
- Full file path(s) where the issue occurred (\Shared\Document\Presentation\Marketing.pptx):
- Affected username(s) or email addresses of the users:
- Any additional resources and information such as screenshots or recordings related to the issue
- Screenshot of the feedback submission to Microsoft
If an Egnyte Support ticket was already submitted, provide the same information to the existing ticket.
Send Debug Logs from Egnyte Desktop App
In addition to submitting feedback and an Egnyte Support ticket, users can also submit logs for co-editing issues that occur when using the Desktop App using instructions from How-to-Contact-Egnyte-Support-from-Egnyte-Products.