Faster Drive - Documents fail to upload or open

Modified on Sat, 03 Jun 2023 at 11:25 AM

Potential Issue #1 - Upload failed

After saving a document, Microsoft Word or the Microsoft Upload Center indicate that the upload has failed.

Potential Issue #2 - Upload paused

Similar to potential issue #1, a document fails to upload and the Microsoft Upload Center indicates that the upload is paused and you are unable to resume the upload.

Potential Issue #3 - Documents will not open

When opening a document from the A:\, the Microsoft Office program used to open the file indicates that the file can't be found.

Why do these things happen?

These issues are caused by Microsoft's file caching procedures.  Programs like Word and Excel will save local copies of any documents open to recover unsaved work in case the program closes unexpectedly.  Because Faster Drive uses an http:\\ address to connect to Clio's cloud, the cached version of documents sometimes lose their connection to the actual document which will cause issues with opening and saving documents that are cached.

Current Workaround

To resolve this, users can configure Microsoft programs to only cache documents while they are open and delete the cached version after the document is saved and closed.  It is also necessary to then manually clear the Microsoft cache folder to delete any currently cached documents:

  1. Close all Microsoft Office applications
  2. Open your Microsoft Upload Center and click "Settings", then check the box for "Delete files from the Office Document Cache when they are closed" and click "OK"
  3. Copy and paste "%localappdata%\Microsoft\Office" into a file explorer window and hit enter
  4. Open the folder that is titled something like "15.0" or "16.0", then open the folder titled "OfficeFileCache"
  5. Delete all the contents of this folder

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