The OneDrive Nightmare Continues: ThisWorkbook.Path and ThisWorkbook.FullName

Kevin Jones 7,265 Reputation points Volunteer Moderator
2024-01-25T07:46:09+00:00

I posted here about my OneDrive backup everything nightmare. Another bad dream has reared it's ugliness in VBA land: ThisWorkbook.Path and ThisWorkbook.FullName.

For some reason I absolutely cannot fathom, Excel returns a useless URL when reading these two properties in a workbook opened from any OneDrive or Sharepoint shared location. For example, ThisWorkbook.FullName value when opened from any location other than a OneDrive shared folder:

C:\Users\Public\Just Another Workbook.xlsx

But, put that workbook in any OneDrive shared folder, and this is returned:

https://datapros-my.sharepoint.com/personal/kjones\_dataautopros\_com/Documents/Just Another Workbook.xlsx

where the actual local path is:

C:\Users\Kevin Jones\OneDrive - Data Automation Professionals\Just Another Workbook.xlsx

Right off the bat it's painfully obvious that the URL is absolutely useless to anyone and everyone. One of the most common automation tasks that use ThisWorkbook.FullName or ThisWorkbook.Path is to navigate around inside the folder in which the workbook is located. There is no easy way to translate that URL into a local path. It is possible but it's a tricky operation - more on that later. What else is that URL good for? I have no idea.

The whole idea of sharing folders and files on a local drive is so that they can be used the same way as if they were in a non-shared folder. So we don't have to go to the online location and either download the file or open it in a browser. DropBox did it right. Google Drive did it right. So what were the Microsoft engineers thinking by exposing the URL versus the local path? Anyone have a clue?

A lot of people have said to turn off this OneDrive option. Even if that did work, it is no longer available in the current OneDrive UI/UX.

People have written URL parsers and file search routines to try to translate the URL into a local path. This StackOverflow thread got pretty crazy with ideas but none of the solutions worked in all scenarios. Remember that OneDrive supports one personal account, up to nine business accounts, and Sharepoint folders - each of these have different structures in their URLs without any obvious mapping to the folder on the local drive. I did find one possible solution in the StackOverflow thread that showed promise - I reworked it so that it worked in as many scenarios as I could find. I'm posting it below.

But, before we get to that, a message to Microsoft: Please refrain from serving up URLs in ThisWorkbook.FullName and ThisWorkbook.Path when the workbook is stored or opened on a local drive. It serves no purpose other than to annoy us and make our lives more difficult. It's also not reality as the workbook is, in fact, located on the local drive in a local folder - that's from where Excel opens it and saves it. Keep the URL an internal thing (I realize it's needed for real time collaboration) and, if you actually believe that someone out here can use it, add a new ThisWorkbook property such as SharedURL.

Below is the routine for getting the local path as it should be returned in FullName. It's been tested on multiple machines, Windows 10 and 11, and Sharepoint and OneDrive shared folders. Post to this thread if you make any improvements or fix any issues.

Public Function OneDriveLocalFilePath( _

        Optional ByRef OneDriveFilePath As String _

    ) As String

' Returns the local file path given a URL to a file stored in a OneDrive or Sharepoint folder. For

' some reason the Excel Workbook properties Path and FullName return URLs instead of local paths.

'

' OneDriveFilePath - Any valid local path or URL referencing a OneDrive file. If the path cannot be

'   resolved, the original path is returned.

    Dim WScript As Object

    Dim WinMgmtS As Object

    Dim Result As String

    Dim ProposedFilePath As String

    Dim ConfirmedFilePath As String

    Dim RegistryKey As Variant

    Dim RegistryKeys As Variant

    Dim Types As Variant

    Dim CID As String

    Dim MountPoint As String

    Dim URLNamespace As String

    Dim Path1 As String

    Dim Path2 As String

    Dim Directories As Variant

    Dim ParentDirectory As String

    ' Default to the full name property of ThisWorkbook

    If Len(OneDriveFilePath) = 0 Then

        OneDriveFilePath = ThisWorkbook.FullName

    End If

    ' Deterimine if the path is a URL or a local path

    If Left(OneDriveFilePath, 8) = "https://" Then

        ' WScript and Winmgmts are used to navigate the registry

        Set WScript = CreateObject("WScript.Shell")

        Set WinMgmtS = GetObject("Winmgmts:root\default:StdRegProv")

        ' Enumerate the key HKEY_CURRENT_USER\SOFTWARE\SyncEngines\Providers\OneDrive

        If WinMgmtS.EnumKey(&H80000001, "SOFTWARE\SyncEngines\Providers\OneDrive", RegistryKeys, Types) = 0 Then

            For Each RegistryKey In RegistryKeys

                ' Each key has three interesting values:

                '

                '   CID - Some hash code sometimes used in the path

                '   URLNameSpace - The URL to a parent directory in the cloud

                '   MountPoint - The local path OneDrive uses to mirror files found in the URLNameSpace address

                CID = vbNullString

                MountPoint = vbNullString

                URLNamespace = vbNullString

                ProposedFilePath = vbNullString

                ConfirmedFilePath = vbNullString

                On Error Resume Next

                CID = WScript.RegRead("HKEY_CURRENT_USER\SOFTWARE\SyncEngines\Providers\OneDrive" & RegistryKey & "\CID")

                MountPoint = WScript.RegRead("HKEY_CURRENT_USER\SOFTWARE\SyncEngines\Providers\OneDrive" & RegistryKey & "\MountPoint")

                URLNamespace = WScript.RegRead("HKEY_CURRENT_USER\SOFTWARE\SyncEngines\Providers\OneDrive" & RegistryKey & "\URLNamespace")

                On Error GoTo 0

                ' It's not always clear how for down the folder tree the URL and the mount point go so the file's parent is

            ' pulled from the OneDrivePath so that it can be compared with and without

                Directories = Split(OneDriveFilePath, "/")

                ParentDirectory = Directories(UBound(Directories) - 1)

                ' Remove any trailing slash from the URL name space

                If Right(URLNamespace, 1) = "/" Then

                    URLNamespace = Left(URLNamespace, Len(URLNamespace) - 1)

                End If

                ' Build two paths to test against: one without the CID and one with the CID

                Path1 = URLNamespace & "/"

                Path2 = URLNamespace & "/" & CID & "/"

                ' Try the path without the CID

                If Left(OneDriveFilePath, Len(Path1)) = Path1 Then

                    ' Try building the final local path from the mount point path and the unmatched end of the OneDrive path

                ' and return it if the file exists

                    ProposedFilePath = MountPoint & "" & Replace(Replace(Mid(OneDriveFilePath, Len(Path1) + 1), "/", ""), "%20", Space(1))

                    If ExistingFile(ProposedFilePath) Then

                        ConfirmedFilePath = ProposedFilePath

                        Exit For

                    End If

                    ' Try building the final local path from the mount point path and the unmatched end of the OneDrive path

                ' but without the first folder and return it if the file exists

                    If Right(MountPoint, Len(ParentDirectory)) = ParentDirectory Then

                        ProposedFilePath = Replace(Replace(Mid(OneDriveFilePath, Len(Path1) + 1), "/", ""), "%20", Space(1))

                        ProposedFilePath = Mid(ProposedFilePath, InStr(ProposedFilePath, "") + 1)

                        ProposedFilePath = MountPoint & "" & ProposedFilePath

                        If ExistingFile(ProposedFilePath) Then

                            ConfirmedFilePath = ProposedFilePath

                            Exit For

                        End If

                    End If

                End If

                ' Try building the final local path from the mount point path with the CID attached and the unmatched end

            ' of the OneDrive path and return it if the file exists

                If Left(OneDriveFilePath, Len(Path2)) = Path2 Then

                    ProposedFilePath = Replace(Replace(Mid(OneDriveFilePath, Len(Path2)), "/", ""), "%20", Space(1))

                    ProposedFilePath = Mid(ProposedFilePath, InStr(ProposedFilePath, "") + 1)

                    ProposedFilePath = MountPoint & "" & ProposedFilePath

                    If ExistingFile(ProposedFilePath) Then

                        ConfirmedFilePath = ProposedFilePath

                        Exit For

                    End If

                End If

            Next RegistryKey

        End If

        ' Return the confirmed file path if a valid path was found

        If Len(ConfirmedFilePath) > 0 Then

            Result = ConfirmedFilePath

        Else

            Result = OneDriveFilePath

        End If

    Else

        ' The path is not a URL so return it as-is

        Result = OneDriveFilePath

    End If

    OneDriveLocalFilePath = Result

End Function

Public Function ExistingFile( _

        ByVal FilePath As String _

    ) As Boolean

' Returns True if the file exists, False otherwise. This routine does not use the Dir technique as

' the Dir function resets any current Dir process.

'

' FilePath - Full path to the folder or file to be evaluated.

    Dim Attributes As Long

    On Error Resume Next

    Attributes = GetAttr(FilePath)

    ExistingFile = (Err.Number = 0) And (Attributes And vbDirectory) = 0

    Err.Clear

End Function

Kevin

Microsoft 365 and Office | Excel | For business | Windows

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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  1. Kevin Jones 7,265 Reputation points Volunteer Moderator
    2024-11-27T22:11:25+00:00

    There are three possible solutions other than the one posted above that I have seen in various forums:

    1. Using the data files in the AppData\Local\Microsoft\OneDrive folder. This works but involves multiple data files and requires some intricate parsing of data in those files that isn't obvious or easy.
    2. Using FSO or File System Object. This works in some situations but not all.
    3. Using the "Copy local path" function on the Info backstage panel. This is crude and not reliable since we have to use SendKeys and hope the keystroke events are executed in time for our code to get the path from the clipboard.

    Back to the solution posted in this thread. I have modified it to produce the log file as a text file in the Desktop folder versus a tab in a workbook. This allows the code to be used in Word or other Office application. While this code, in my opinion, is the most robust of all of the methods identified thus far, it still may have issues and we'll fix them as they are found if possible. The latest version with all known issues resolved is included below.

    Kevin


    Public Function OneDriveLocalFilePath( _

        Optional ByRef OneDriveFilePath As String, \_
    
        Optional ByVal ReturnFolderPathOnly As Boolean, \_
    
        Optional ByVal ReturnEmptyIfFileNotFound As Boolean \_
    
    ) As String
    

    ' Returns the local file path given a URL to a file stored in a OneDrive or Sharepoint folder. For

    ' some reason the Excel Workbook properties Path and FullName return URLs instead of local paths.

    '

    ' OneDriveFilePath - Any valid local path or URL referencing a OneDrive file. If the path cannot be

    ' resolved, the original path is returned.

    '

    ' ReturnFolderPathOnly - Pass True to return the folder path only. This is the equivelant of

    ' ThisWorkbook.Path. Optional. If omitted then False is assumed.

    '

    ' ReturnEmptyIfFileNotFound - Pass True to return an empty or null string if the file cannot be

    ' found, False to return an error message. Optional. If omitted then False is assumed.

    '

    ' Notes

    '

    ' Debugging information is written to a text file in the Dektop folder when the conditional

    ' compilation argument Debugging is set to -1. This argument can be set in this module or in the

    ' project properties dialog.

    Const RegistryPath As String = "HKEY\_CURRENT\_USER\SOFTWARE\SyncEngines\Providers\OneDrive\"
    
    Dim WScript As Object
    
    Dim WinMgmtS As Object
    
    Dim Result As String
    
    Dim ProposedFilePath As String
    
    Dim ConfirmedFilePath As String
    
    Dim RegistryKey As Variant
    
    Dim RegistryKeys As Variant
    
    Dim Types As Variant
    
    Dim CID As String
    
    Dim MountPoint As String
    
    Dim URLNamespace As String
    
    Dim LibraryType As String
    
    Dim URLNameSpaceExtended As String
    
    Dim LocalPartialPath As String
    
    Dim PartialPathRootDirectory As String
    
    Dim LocalPartialPathWithFirstFolder As String
    
    Dim LocalPartialPathWithoutFirstFolder As String
    
    Dim Pass As Long
    
    Dim EntryCount As Long
    
    Dim ExistsCount As Long
    
    Dim Log As String
    
    Dim LogFilePath As String
    
    Dim FileNumber As Long
    
    Dim FileLength As Long
    
    OneDriveLocalFilePath\_WriteDebuggingLog Log, 0, "Entering OneDriveLocalFilePath"
    
    ' Default to the full name property of ThisWorkbook
    
    If Len(OneDriveFilePath) = 0 Then
    
        OneDriveFilePath = ThisWorkbook.FullName
    
    End If
    
    OneDriveLocalFilePath\_WriteDebuggingLog Log, 0, "OneDrive file path: " & OneDriveFilePath
    
    ' Determine if the path is a URL or a local path
    
    If Left(OneDriveFilePath, 8) = "https://" Then
    
        ' WScript and Winmgmts are used to navigate the registry
    
        Set WScript = CreateObject("WScript.Shell")
    
        Set WinMgmtS = GetObject("Winmgmts:root\default:StdRegProv")
    
        For Pass = 1 To 2
    
            ExistsCount = 0
    
            OneDriveLocalFilePath\_WriteDebuggingLog Log, 0, "Evaluating registry entries in '" & RegistryPath & "'"
    
            ' Enumerate the key HKEY\_CURRENT\_USER\SOFTWARE\SyncEngines\Providers\OneDrive
    
            If WinMgmtS.EnumKey(&H80000001, Mid(RegistryPath, InStr(RegistryPath, "\") + 1), RegistryKeys, Types) = 0 Then
    
                EntryCount = 0
    
                For Each RegistryKey In RegistryKeys
    
                    OneDriveLocalFilePath\_WriteDebuggingLog Log
    
                    ' Each key has three values of interest:
    
                    '
    
                    '   CID - Some hash code sometimes used in the path
    
                    '   URLNameSpace - The URL to a parent directory in the cloud
    
                    '   MountPoint - The local path OneDrive uses to mirror files found in the URLNameSpace address
    
                    CID = vbNullString
    
                    MountPoint = vbNullString
    
                    URLNamespace = vbNullString
    
                    ProposedFilePath = vbNullString
    
                    On Error Resume Next
    
                    CID = WScript.RegRead(RegistryPath & RegistryKey & "\CID")
    
                    MountPoint = WScript.RegRead(RegistryPath & RegistryKey & "\MountPoint")
    
                    URLNamespace = WScript.RegRead(RegistryPath & RegistryKey & "\URLNamespace")
    
                    LibraryType = WScript.RegRead(RegistryPath & RegistryKey & "\LibraryType")
    
                    On Error GoTo 0
    
                    EntryCount = EntryCount + 1
    
                    OneDriveLocalFilePath\_WriteDebuggingLog Log, 0, "Evaluating registry entry " & EntryCount
    
                    OneDriveLocalFilePath\_WriteDebuggingLog Log, 1, "Key:", (RegistryKey)
    
                    OneDriveLocalFilePath\_WriteDebuggingLog Log, 1, "CID:", CID
    
                    OneDriveLocalFilePath\_WriteDebuggingLog Log, 1, "URLNamespace:", URLNamespace
    
                    OneDriveLocalFilePath\_WriteDebuggingLog Log, 1, "MountPoint:", MountPoint
    
                    OneDriveLocalFilePath\_WriteDebuggingLog Log, 1, "LibraryType:", LibraryType
    
                    ' Remove any trailing slash from the URL name space
    
                    If Right(URLNamespace, 1) = "/" Then
    
                        URLNamespace = Left(URLNamespace, Len(URLNamespace) - 1)
    
                    End If
    
                    ' Determine the extended URL name space which may or may not include the CID
    
                    If Len(CID) = 0 Then
    
                        URLNameSpaceExtended = URLNamespace
    
                    Else
    
                        URLNameSpaceExtended = URLNamespace & "/" & CID
    
                        If Left(OneDriveFilePath, Len(URLNameSpaceExtended)) <> URLNameSpaceExtended Then
    
                            URLNameSpaceExtended = URLNamespace
    
                        End If
    
                    End If
    
                    ' Looking for a local file path only if the base of the path being evaluated matches the extended URL name space
    
                    If Left(OneDriveFilePath, Len(URLNameSpaceExtended)) = URLNameSpaceExtended Then
    
                        LocalPartialPath = Mid(OneDriveFilePath, Len(URLNameSpaceExtended) + 2)
    
                        ' It's not always clear if the first directory in the partial path is used locally, it may be a directory only in the cloud to distinguish directories shared by others
    
                        If InStr(LocalPartialPath, "/") > 0 Then
    
                            PartialPathRootDirectory = Left(LocalPartialPath, InStr(LocalPartialPath, "/") - 1)
    
                        Else
    
                            PartialPathRootDirectory = vbNullString
    
                        End If
    
                        If Pass = 1 Or Pass = 2 And LibraryType = "teamsite" And Right(MountPoint, Len(PartialPathRootDirectory)) = PartialPathRootDirectory Then
    
                            ' Build two local partial paths: one with the first folder after the mount point, and the second without the first folder after the mount point
    
                            LocalPartialPathWithFirstFolder = Replace(Replace(Mid(OneDriveFilePath, Len(URLNameSpaceExtended) + 2), "/", "\"), "%20", Space(1))
    
                            LocalPartialPathWithoutFirstFolder = Mid(LocalPartialPathWithFirstFolder, InStr(LocalPartialPathWithFirstFolder, "\") + 1)
    
                            If LocalPartialPathWithFirstFolder = LocalPartialPathWithoutFirstFolder Then
    
                                LocalPartialPathWithFirstFolder = vbNullString
    
                            End If
    
                            OneDriveLocalFilePath\_WriteDebuggingLog Log, 1, "Local partial path without first folder:", LocalPartialPathWithoutFirstFolder
    
                            OneDriveLocalFilePath\_WriteDebuggingLog Log, 1, "Local partial path with first folder:", LocalPartialPathWithFirstFolder
    
                            If OneDriveLocalFilePath\_FileExists(MountPoint & "\" & LocalPartialPathWithoutFirstFolder, ConfirmedFilePath, ExistsCount, Log) Then Exit For
    
                            If Len(LocalPartialPathWithFirstFolder) > 0 Then
    
                                If OneDriveLocalFilePath\_FileExists(MountPoint & "\" & LocalPartialPathWithFirstFolder, ConfirmedFilePath, ExistsCount, Log) Then Exit For
    
                            End If
    
                        Else
    
                            If Pass = 2 Then
    
                                OneDriveLocalFilePath\_WriteDebuggingLog Log, 1, "Not a team site or right part of directory of mount point does not match the first directory of the partial path"
    
                            End If
    
                        End If
    
                    Else
    
                        OneDriveLocalFilePath\_WriteDebuggingLog Log, 1, "URL name space does not match base of OneDrive path"
    
                    End If
    
                Next RegistryKey
    
                ' Return the confirmed file path if a valid path was found
    
                If Len(ConfirmedFilePath) > 0 Then
    
                    If ReturnFolderPathOnly Then
    
                        Result = Left(ConfirmedFilePath, InStrRev(ConfirmedFilePath, "\") - 1)
    
                    Else
    
                        Result = ConfirmedFilePath
    
                    End If
    
                Else
    
                    OneDriveLocalFilePath\_WriteDebuggingLog Log
    
                    OneDriveLocalFilePath\_WriteDebuggingLog Log, 1, "No local path was found"
    
                End If
    
            Else
    
                OneDriveLocalFilePath\_WriteDebuggingLog Log, 0, "No registry entries were found"
    
                Result = OneDriveFilePath
    
            End If
    
            If ExistsCount < 2 Then Exit For
    
            If Pass = 1 Then
    
                OneDriveLocalFilePath\_WriteDebuggingLog Log
    
                OneDriveLocalFilePath\_WriteDebuggingLog Log, 0, "More than one existing file was found in the first pass"
    
                OneDriveLocalFilePath\_WriteDebuggingLog Log, 0, "Doing another pass and adding an extra check for a team site with matching share drive base folder"
    
            End If
    
        Next Pass
    
    Else
    
        ' The path is not a URL so return it as-is
    
        Result = OneDriveFilePath
    
    End If
    
    If ExistsCount = 0 Then
    
        If Not ReturnEmptyIfFileNotFound Then
    
            Result = "A local file path to an existing file was not found."
    
        End If
    
    End If
    
    OneDriveLocalFilePath\_WriteDebuggingLog Log
    
    OneDriveLocalFilePath\_WriteDebuggingLog Log, 1, "OneDrive result: " & Result
    
    #If Debugging Then
    
        LogFilePath = CreateObject("Wscript.Shell").SpecialFolders("Desktop") & "\" & "OneDrive Local File Path Lof.txt"
    
        On Error Resume Next
    
        Kill LogFilePath
    
        On Error GoTo 0
    
        FileNumber = FreeFile
    
        Open LogFilePath For Binary Access Read Write Lock Read Write As FileNumber
    
        Put FileNumber, , Log
    
        Close FileNumber
    
    #End If
    
    OneDriveLocalFilePath = Result
    

    End Function

    Private Function OneDriveLocalFilePath_FileExists( _

        ByRef ProposedFilePath As String, \_
    
        ByRef ConfirmedFilePath As String, \_
    
        ByRef ExistsCount As Long, \_
    
        ByVal Log As String \_
    
    ) As Boolean
    

    ' Tests if file path exists. Internal use only.

    OneDriveLocalFilePath\_WriteDebuggingLog Log, 1, "Checking proposed file path", ProposedFilePath
    
    If ProposedFilePath = ConfirmedFilePath Then
    
        OneDriveLocalFilePath\_WriteDebuggingLog Log, 1, "File path has already been confirmed"
    
        Exit Function
    
    End If
    
    If ExistingFile(ProposedFilePath) Then
    
        ConfirmedFilePath = ProposedFilePath
    
        ExistsCount = ExistsCount + 1
    
        OneDriveLocalFilePath\_WriteDebuggingLog Log, 1, "File path exists"
    
    Else
    
        OneDriveLocalFilePath\_WriteDebuggingLog Log, 1, "File path does not exist"
    
    End If
    

    End Function

    Private Sub OneDriveLocalFilePath_WriteDebuggingLog( _

        ByRef Log As String, \_
    
        Optional ByVal Indent As Long, \_
    
        Optional ByVal Message1 As String, \_
    
        Optional ByVal Message2 As String \_
    
    )
    

    ' Logs message to debugging log. Internal use only.

    Const IndentSpace As Long = 2
    
    Const SecondMessagePosition As Long = 44
    
    Dim SpaceCount As Long
    
    #If Not Debugging Then
    
        Exit Sub
    
    #End If
    
    If Len(Message1) = 0 Then
    
        Log = Log & vbCrLf
    
    Else
    
        If Len(Message2) > 0 Then
    
            SpaceCount = SecondMessagePosition - ((Indent \* 2) + Len(Message1) + 1)
    
            If SpaceCount > -1 Then
    
                Message2 = Space(SpaceCount) & Message2
    
            Else
    
                Message2 = Message2
    
            End If
    
        End If
    
        If Len(Log) > 0 Then
    
            Log = Log & vbCrLf
    
        End If
    
        Log = Log & Space(Indent \* IndentSpace) & Message1 & Message2
    
    End If
    

    End Sub

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  2. Kevin Jones 7,265 Reputation points Volunteer Moderator
    2024-10-30T21:35:25+00:00

    The perusal of the registry has nothing to to with the application running the code. Can you run the code with debugging enabled in an Excel workbook on that machine?

    Kevin

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  3. Anonymous
    2024-07-03T07:08:24+00:00

    Hi Kevin. One final (I hope) thing that arguably might be an improvement:

    I will almost exclusively use the code to replace ThisWorkbook.Path, and I have several projects where this is called repeatedly, because other files in the project, created or referenced in different subs and functions in various modules, have paths relative to it, and there is no or little performance loss in using ThisWorkbook.Path every time, rather than saving it once and for all in a global variable, or passing it around as an argument.

    Performance is more of an issue with the code here, so my thought is this:

    Declare a global string variable, say "SavedThisWorkbookFullpath", and if the OneDriveFilePath argument is empty, initialize it to the value of SavedThisWorkbookFullpath, unless that is empty too, in which case SavedThisWorkbookFullpath and OneDriveFilePath are both initialized to ThisWorkbook.FullName.

    I've just timed this in my environment: Your routine runs 0.3 seconds. I wrote a little function that only calls yours if SavedThisWorkbookFullpath is empty; AFTER the first run that calls yours and sets SavedThisWorkbookFullpath, it runs 0.0000001 second. (To wit, a for loop just calling yours 1000 times ran 29.5 seconds; a for loop calling mine 100000001 times ran 11.3 seconds, starting the measurement AFTER the first call.)

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  4. Anonymous
    2024-06-13T16:32:48+00:00

    Would it be possible for someone to publish the entire module?

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  5. Anonymous
    2024-06-01T06:39:31+00:00

    I believe the OneDrive problem you are referring to is simply intolerable. I spent hours with the MS Support team trying to convince them of this problem and they simply would not acknowledge it.

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