Update on 11/28/2018: According to Microsoft, this issue occurs specifically with the Microsoft Store version of Office 365. And "because apps from Microsoft Store run in a Sandbox, the instance of the files were separate and that was why [user] wasn't able to see them via File Explorer and only the app itself."
Introduction
When opening an Office file via Egnyte WebEdit, some of our users have reported that WebEdit does not upload changes to Egnyte despite the file being successfully saved in Office.
In these cases, we’ve found that Office 365 did not write changes to file on local filesystem during save. This behavior prevented Egnyte WebEdit from detecting and uploading changes to Egnyte cloud. The root cause is not WebEdit, and re-installing Office 365 will resolve this issue.
The Office Said It Saved My File - Where Is It?
When Egnyte WebEdit downloads a document from the cloud, it is saved to a temporary location under the following folder:
%LOCALAPPDATA%\EgnyteWebEdit\temp
The file then is then opened in the associated application on your machine. In the case of word, excel and powerpoint documents, the application might be Office 365.
In these cases, we found that Office 365’s view of the %localappdata% path is different from what is visible to WebEdit and Windows Explorer. See the example below, where the view on the left (Office 365's view) differs to the view on the right (explorer and WebEdit's view):
How Do I Retrieve My Updated File?
We cannot speak for Microsoft, but here is one way you can try to retrieve your files.
- In your Office 365 application (Word, Excel, etc.) select File - Open… (Ctrl - O)
- Select Browse
- Navigate to this path:
%LOCALAPPDATA%\EgnyteWebEdit\temp - Using the modified timestamp as a guide, navigate to folder that might contain your file based on when you last saved it
- Open the file
If you are able to find your file, we recommend saving it to a different location and reinstalling Office 365.
How to Resolve This Issue?
Reinstalling Office 365 will resolve this issue. We have raised a case with Microsoft's Office 365 team and will update this article as we receive more information from Microsoft.