SharePoint Document Issues

Fix SharePoint Word @Mentions Keep Loading in Comments

Maira Mehtab Sep 22, 2026 869 views

Question details

Users experience an endless loading icon when trying to use the @mention feature in a Word document hosted on SharePoint.

Product: Microsoft Word (SharePoint)
Device & OS: not provided
Scenario: Collaborating and tagging colleagues in comments within a SharePoint-hosted Word document.
Observed behavior: Typing an @mention displays a continuous loading icon without populating the user list, even though the users have valid Microsoft licenses and adequate site access.

Before you start

Ensure you have a stable internet connection and that the colleagues you are trying to mention have active, properly licensed accounts within your organization's Microsoft 365 directory.

Solution 1Recommended

Isolate and Troubleshoot the Environment

Perform targeted isolation tests to determine if the infinite loading issue is caused by your browser, your network, or the specific Word document itself.

Because SharePoint relies heavily on seamless communication between the browser and Microsoft's background directory services, an infinite loading state often points to localized cache issues, network blocks, or corrupted file states.

Test a brand new document

Create a new, blank Word document on the same SharePoint site. Attempt to use the @mention feature in the comments. If it works, the original document may be corrupted or have restricted sharing settings.

Test across different SharePoint sites

Open a document located in a completely different SharePoint site or Microsoft Teams channel. Try mentioning someone there to rule out permission or directory syncing glitches specific to the first site.

Use Incognito Mode or a different browser

Open the problematic document in a private browsing window (Incognito Mode) or switch to a different web browser (e.g., from Chrome to Edge). This bypasses corrupted browser cache, cookies, or conflicting browser extensions.

Switch your network connection

Connect to a different network, such as a mobile hotspot or an alternative Wi-Fi connection. This ensures that a strict corporate firewall or VPN is not blocking the specific Microsoft endpoints required to fetch user data for the @mention dropdown.

Administrative Permissions: If the issue persists across all documents, browsers, and networks, contact your IT administrator. There may be tenant-wide directory syncing issues or disabled features in the SharePoint admin center.

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If SharePoint and Microsoft Word continue to give you syncing or loading errors during team collaboration, consider switching to WPS Office. It provides a lightweight, highly compatible, and free alternative with powerful built-in cloud sharing tools.

1. Download and Install: Visit the official WPS Office website to download and install the free suite on your device.
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Frequently Asked Questions

Why do @mentions work in the Word desktop app but not in Word for Web?

This discrepancy often happens due to browser cache issues, strict browser privacy settings, or network firewalls blocking the web application from accessing the company's background directory service.

Does the @mention feature require special permissions on SharePoint?

Yes. The person you are trying to mention must have at least read access to the specific SharePoint document or the folder it resides in for their name to resolve properly in the comment field.

How do I clear my browser cache to fix SharePoint loading errors?

Go to your web browser's settings menu, navigate to the Privacy or History section, and select the option to clear browsing data. Ensure that 'Cached images and files' is checked before clearing.

Document & File Issues