Some comments not appearing in contextual view, but appear in list view.

Anonymous
2024-09-21T00:50:47+00:00

Greetings,

Since the last update (currently running MS Word Version 2408 (Build 17928.20156), some of the comments that I make in Word documents do not appear in contextual view, even though they appear in list view. I am not able to click on them in the text and have the comment appear in contextual view. After I make some comments, they disappear and are only available in list view. I am working on an important paper for the top medical journal in the world, and it is debilitating as an editor to not be able to make comments. This document is shared with 20 people. It has also happened in another document that I am working on for another client (in this document, it happened before the document was shared).

I called support. They cannot help and claim that it is not a Microsoft issue. I have copied and pasted the text with the broken comments into a new document and the problem still occurs. Saved the document to my PC (instead of OneDrive) and the problem still occurs. I have accessed the document on another computer and the problem still occurs.

I am beyond frustrated. My colleagues, global leaders in their fields, are mainly older and are technologically challenged. They will not understand if I tell them to look at the comments in list view instead of contextual view. Essential comments will be missed. I just need it to work properly. I am beyond frustrated.

Any advice is most appreciated!

Thanks

Microsoft 365 and Office | Word | For business | Windows

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  1. Anonymous
    2024-10-04T17:50:54+00:00

    For those of you who experienced this issue....

    By any chance, did you highlight tracked changed text when you had the issue? I did when I had the problem. When I copied the comment text, and added a new comment shading other tracked change text, I still had the issue. Then when I highlighted non-tracked change text, it worked O.K. But that could just be a coincidence.

    Thanks,

    TB

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  2. Anonymous
    2024-10-04T06:32:33+00:00

    Thanks, Cliff. I am the administrator of my org and I have already opened a support ticket. It was fruitless and cost me hours. The customer service rep told me that there was nothing she could do and that the issue was likely isolated to me. She gave me another customer support number to call, but I didn't have any more time to waste on the issue since I found a work around until it is fixed.

    Best,

    Jenn

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  3. Anonymous
    2024-10-04T06:23:59+00:00

    Dear Jennifer,

    Thanks for your updates and kindness.

    We also have received some users reporting the issue. So you may not be the only one experiencing the issue.

    Based on Suzanne's comments, the issue has been being investigated by the related team. I understand the urgency of the issue and I hope that it will be solved as soon as possible.

    If you are using a Microsoft 365 business/enterprise/education subscription, I suggest you contact the administrator in your organization and let him follow the steps in Get support - Microsoft 365 admin | Microsoft Learn to open a support ticket to report the issue to the related team as well.

    About admin roles in the Microsoft 365 admin center - Microsoft 365 admin | Microsoft Learn

    How do I find my Microsoft 365 admin? - Microsoft Support

    The administrator should be able to open the support ticket from Help & support in the Microsoft 365 admin center.

    Then he can select the Phone support or the Email support as follows.

    @TB and Tammy, you can also contact the administrator in your organization if you are using a Microsoft 365 business/enterprise/education subscription in your environments to report the issue to the related team as soon as possible.

    Your understanding and patience are greatly appreciated.

    Sincerely

    Cliff | Microsoft Community Moderator

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  4. Anonymous
    2024-10-03T21:11:13+00:00

    My pleasure!

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  5. Anonymous
    2024-10-03T21:05:09+00:00

    Oh, thank you, Jennifer! You have vastly sped up this process for me. I am grateful.

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