SharePoint Document Issues

Fix Microsoft 365 Web Office SharePoint and Coauthoring Issues

Elise Williams Oct 22, 2026 869 views

Question details

Users need to resolve SharePoint document syncing, gray screens, and coauthoring errors in Microsoft 365 web apps, but cannot locate the Upload Center to clear the document cache.

Product: Word and Excel for the web
Device & OS: not provided
Scenario: Coauthoring and accessing shared files stored in SharePoint using browser-based Microsoft 365 applications.
Observed behavior: SharePoint files become inaccessible, display gray screens, or constantly request a refresh. Users are unable to fix this using traditional methods because the Upload Center, Files Needing Attention, and Cache Settings are missing from the web interface.

Before you start

Ensure you have your Microsoft 365 account credentials ready, as troubleshooting will require signing out and clearing your browser session data.

Solution 1Recommended

Clear Browser Cache and Re-authenticate

Since Word and Excel for the web do not have a built-in document cache setting, clearing your browser's cookies and cache is the recommended method to resolve web synchronization conflicts.

The Upload Center, Files Needing Attention, and specific Office cache settings are exclusive to Microsoft Office desktop applications. To perform the equivalent of clearing the document cache for web apps, you must reset your browser session.

Sign out of Microsoft 365

Click your profile picture or initials in the top right corner of the Microsoft 365 web interface and select 'Sign Out'.

Access browser settings

Open your web browser's settings menu and navigate to the Privacy, Search, and Services (or History) section.

Clear browsing data

Select the option to clear browsing data. Ensure that 'Cookies and other site data' and 'Cached images and files' are checked, then confirm the deletion.

Restart and sign in

Close your web browser completely. Reopen the browser, navigate back to Microsoft 365, and sign in again to see if the SharePoint file loads correctly.

Session Reset Complete: Clearing the browser cache effectively performs the same function as the desktop Upload Center's cache clearing feature for web applications.

Solution 2

Disable Extensions and Reset Browser Settings

Third-party browser extensions can occasionally block Microsoft 365 background scripts, causing gray screens and coauthoring disconnects.

Solution 3

Use Desktop Office Applications as a Workaround

If the web applications continue to fail, using the desktop software allows you to bypass browser-based limitations and utilize the native Upload Center for cache management.

Free Microsoft Office alternative

Try WPS Office for Stable Desktop Editing

If Microsoft 365 web applications continuously experience coauthoring errors, gray screens, or syncing delays, consider switching to WPS Office. It provides a highly stable desktop experience that avoids browser-level cache conflicts while retaining full compatibility with Microsoft Office file formats.

1. Download WPS Office: Visit the official WPS website and install the free desktop client for your operating system.
2. Open Microsoft files: Launch WPS Office and directly open your existing Word or Excel documents to begin editing immediately.
3. Save and sync: Save your progress locally or utilize cloud synchronization features for secure access across your devices.

Avoids browser-based cache and sync limitations causing gray screensFully compatible with Microsoft Word (.docx) and Excel (.xlsx) formatsLightweight desktop application that loads large files quicklyFree to download and use for standard document editing and creationFamiliar user interface makes transitioning from Microsoft Office seamless

microsoft office alternative - wps office

Frequently Asked Questions

Why can't I find the Upload Center in Word or Excel for the web?

The Upload Center, Files Needing Attention menu, and document cache settings are exclusive features of the Microsoft Office desktop applications. They are not built into the web browser versions of Microsoft 365.

How do I clear the document cache for Office on the web?

Since there is no dedicated document cache option in the web apps, you must log out of Microsoft 365, clear your web browser's cookies and cached files, close the browser entirely, and then log back in.

What should I do if coauthoring issues persist after clearing the cache?

If clearing browser data and disabling extensions doesn't solve the issue, it may be a broader network or server problem. You will need to ask your Microsoft 365 tenant administrator to collect Fiddler or network logs and open an official support ticket.

Document & File Issues