Office Lens won't upload to Onedrive and stays in Transfering modus

Anonymous
2019-11-27T08:12:03+00:00

After making a picture in Office Lens, and saving is to Onedrive, more and more files keep transferring, trying to upload. This is not happening all times, but I think it has to do with the internet connection at the moment of saving. Normally, the transferring time is aborted by a time-out, and you can retry to upload the (pdf) file. Most times it works, but now is stays in transfering mode and I cannot access the picture anymore. Please support me.

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  1. Anonymous
    2019-11-27T23:19:12+00:00

    Hi Mtalf,

    We want to know more about the issue you're having with the Office Lens file that won't upload. Please answer the questions below:

    • Can you tell us if you have tried saving a different file to OneDrive? Is it having the same issue?
    • Have you tried saving the Office Lens file to a different location like OneNote, Word, or in the Gallery of your device?
    • Did you notice if this concern is happening to other apps as well?

    We'll wait for your response.

    Bob

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  2. Anonymous
    2019-12-03T08:30:21+00:00

    Hi Bob,

    Thanks for reaching out. In the meantime I had an update of IOS, removed and reinstalled Office Lens and Onedrive, but nothing changed and Office Lens is still trying to Transfer/Upload the picture to Onedrive.

    Regarding your questions, I can answer all with NO. Office Lens works 7 of the 10 times without problems (transferring to Onedrive). This is always the case (I'm using Office Lens for 2 years now), but normally there is a transfer time-out and then you can chose to Re-try (which normally works, I thought because of waiting for the file to upload. Normally, I make a picture, save it as PDF to Onedrive and 'close'the phone to put it in my pocket. Next time, the upload is successfull or I push the re-try button).

    I hope you can think of some solutions to try to solve.

    Regards, Morell

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  3. Anonymous
    2019-12-03T22:13:54+00:00

    If uninstalling and reinstalling the app did not help, the next thing I would do is have this concern under investigation by our internal support team. However before that happens, please provide the following information: 

    1. The iOS version that you're using.
    2. Version of your OneNote app.

    We'll wait for your respones.

    Bob

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  4. Anonymous
    2019-12-04T07:37:54+00:00

    Hi Bob,

    Thanks.

    iOS 13.2.3

    Onedrive App Version 11.10.4

    Most annoying is that the time-out for Transferring is not working (it keeps Transferring, also after restarts, reinstalls). When I stop Transferring manually (x in the middle), the only option is to delete the document (which makes Office Lens not usable anymore).

    Looking forward to hearing from you again.

    Regards,

    Morell

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  5. Anonymous
    2019-12-04T22:09:42+00:00

    Your concern is under investigation and we are coordinating with our internal support team to get this addressed as soon as possible. We’ll let you know once we reach a resolution.

    Please standby.

    Bob

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