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Occasionally, when trying to open a file or document library in one of our SharePoint sites, instead of opening the file/folder, SharePoint prompts the user to download a file named "preload" (Speicific message - "Do you want to download "preload"?"). If the file is downloaded, then the downloaded file is empty; it has no file extension, is 0 KB large, and opening it in NotePad opens a blank window. This issue does not lock users out of files or folders - when attempting to open the file or folder again, then the user is able to open the file/folder without issue.Currently this issue has only been observed on Apple devices and only while using Safari. Efforts to recreate problem on Windows/Firefox and iOS/Safari/Different SP site have been fruitless.Could this be an issue with the specific SharePoint site or a general Apple-wide problem with SharePoint Online?
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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.
We have encountered a similar issue with the Apple and Safari combination in SharePoint lists. This occurs occasionally after visiting the list, and the same file is opened.
edit: frequency - occurs daily.
I am having this same issue on an Apple Device with Safari. Have you made any conclusions?
Dear Kaspars Pudans,
Thank you for posting back and sharing with me the detailed information.
I understand this issue only happens when using Safari browser on Apple devices.
On one hand, I recommend you use Chrome to access SharePoint site and open files.
On the other hand, consider that your colleagues experience same issue too, it could be a tenant wide issue, I'm afraid general troubleshooting cannot fix it. It needs to be investigated and fixed by checking your SharePoint site from back end.
So I sincerely recommend that your Microsoft 365 admin, can follow the steps in this article and create a support ticket to contact Microsoft online support. The support team there has more permission than us, they can help you collect logs and involve more resources to investigate the issue from the backend. This would be the most efficient way to handle this case for you.
Note: To create a support ticket, you need to have Microsoft 365 admin privileges.
Reference: How do I find my Microsoft 365 admin? - Microsoft Support
Your understanding and patience will be greatly appreciated. Have a great day!!
Sincerely,
Tina | Microsoft Community Moderator
Dear Tina,
I just clarified with one of my colleagues, that the issue only appears on Apple devices when using Safari. Issue could not be replicated on an Apple device when using Google Chrome.
Dear Tina,
Thank you for reaching out. Yes, multiple users have been able to reproduce this situation with multiple files and folders. The first user reported it while using an Apple computer and mentioned that a couple of other colleagues on iOS devices also occasionally faced the problem. Afterwards three other colleagues were able to also reproduce the issue on their Apple phones. What I have gathered is that the issue has always been reproduced on Apple devices on Safari, but I have not yet clarified, if the issue can be reproduced on an Apple device using Chrome, Firefox or Edge.
Once I have clarified that aspect, I will leave the update here.