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Not sure this is the best place to ask this or if anyone can help me but figured can't hurt to ask.
I am the IT Manager of a small company of around 100 users. We use 365 for email, one drive, teams, etc.
The last few months we have been getting random issues of users unable to connect to Office 365 on their computers. All products disconnect without able to reconnect even after reboots etc. The only way to restore the connection is to rebuild the users profile.
After some research I found this maybe do to a strange Dell issue as we were an all Dell office. It was an issue with ethernet and wireless connected at the same time that would cause the machines to stop being able to connect to 365.
Well, after today I don't think that is the case any longer. After one users had so many issues I replaced their computer with another and this time purchased an HP. Today that same users and the issue has happened again with their HP computer. I am stumped on what is causing the issue.
So items that maybe relevant to our system. We are running in house AD that syncs to Office 365. The user can connect to 365 through web clients when this happens just all Apps are unable to connect. We are using BitDefender AV. Once you recreate the user profile it works for some users and never breaks again and some users it never breaks. Most of the computers run Windows 10 but I upgraded the user who is having the issue today to Windows 11 to see if that makes a difference.
Assuming that your customers actually have a Microsoft 365 subscription, it is possible to work offline (though some features that depend on an Internet connection will be unavailable).
At File | Options | Save, they should check the box for "Save to Computer by default" and clear the box for "Show additional places for saving..." Their default save location should be set to a local folder. It is then possible to use Office without any recourse to OneDrive. It will be necessary to connect to the Internet about once a month to validate the subscription, but aside from that it should be possible to work offline.
Note that AutoSave is available only for documents stored in OneDrive. There is no automatic save provision for local storage.
The standard installation of Office 365 places the user's Documents folder inside the local OneDrive folder, so any file that's saved to Documents is automatically synced to the cloud OneDrive. Microsoft would like it if everyone simply accepted that, but many users prefer, like you, to keep all files local and to decide whether and when to sync them to the cloud. Indeed, some users -- such as health care workers and attorneys, who are restricted by law -- cannot use OneDrive storage at all.
The crucial step here is to move the Documents folder (or create a separate Documents folder) outside the local OneDrive folder, and then tell each Office program to use this local-only Documents folder as the default Save location. When users want to save to OneDrive, they must explicitly copy the file to the local OneDrive folder, or upload to OneDrive through their web browser.