Some users in Sharepoint receive the error "working on it" when viewing a app or library on a page.

Question

Some users in Sharepoint receive the error "working on it" when viewing a app or library on a page.

HEIFNER, FRANCISCO 0

Some users in Sharepoint receive the error "working on it" when viewing a app or library on a page. Myself and one other user with same permissions have no issue's. I have logged off and logged onto a failed user computer and I have no issue. I have created Apps that condense the library searches to 10 items then after waiting 2 minutes they can see inside the app library. All failed users have the ability to see within the main library upload and load and filter as needed. My MIS team cannot figure out the issue. Help desk cannot figure out the issue. Someone send help. Thanks

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Answer 1

Alexis-NG 17,060 Microsoft External Staff Moderator

Hi Francisco,

Because the issue is affecting only certain users and cannot be consistently reproduced based on permissions, devices, or access levels, additional investigation is required to determine whether this is caused by a SharePoint service issue, page rendering problem, user-specific configuration, or another backend factor.

Since your internal IT team has already performed basic troubleshooting without identifying the root cause, Microsoft Support has access to advanced diagnostic tools, service telemetry, and backend logs that are not available to administrators.

Given the nature of this problem, the most effective next step is reaching out to your IT admin and ask them to use their admin credentials to submit a support request through the Microsoft 365 Admin Center .

Microsoft also provides customer service phone numbers based on your region. Your IT admin can find the appropriate contact number here: Customer service phone numbers - Microsoft Support

This route ensures that a Microsoft support engineer can initiate a remote session to investigate backend configurations, run advanced diagnostic tools, and, if necessary, escalate the case to specialized teams with access to internal systems and logs. These backend resources are essential for resolving issues that go beyond what’s visible in the user interface.

As community moderators, we’re here to guide you, but due to privacy and security limitations, we don’t have access to the backend tools required for a full resolution. For this reason, contacting Microsoft Support via the Admin Center is the most secure and efficient way forward.

I hope this helps you resolve the issue quickly. I’m glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.

If you find my post helpful, kindly consider marking it as the accepted answer. Doing so can assist others in the community who may have similar questions in finding solutions more quickly.

Thank you for your kindness and contributions to the forum.

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HEIFNER, FRANCISCO 0 Reputation points

2026-07-02T15:12:47.8266667+00:00

Ok I will tell them to call you. I have also recreated the share point from other user accounts and their sharepoint is simply not working correctly. We have a big issue and it all started last monday all of a sudden.

This is a big deal as we work 90% off sharepoint. I am not a expert but have a creative mind to create the pages and librarys and connect links. something is definitely off and I am now believing its not the users.
Alexis-NG 17,060 Reputation points Microsoft External Staff Moderator

2026-07-02T15:19:53.22+00:00

Hi Francisco,

Since you still have access to the Microsoft 365 Admin Center, I recommend creating a support ticket directly through the Admin Center. This is the most straightforward option, as it allows you to submit the request easily and manage your created ticket in one place.
HEIFNER, FRANCISCO 0 Reputation points

2026-07-02T15:22:44.3733333+00:00

I will consult the MIS team today to see if this is allowed. Thanks
Alexis-NG 17,060 Reputation points Microsoft External Staff Moderator

2026-07-02T15:39:42.8033333+00:00

Hi Francisco,

Thank you for your time and understanding throughout this process.

Please feel free to reach out if you have any questions, concerns, or require any further assistance. I'll be happy to help. Thank you again, and I wish you all the best.
HEIFNER, FRANCISCO 0 Reputation points

2026-07-02T18:24:29.3733333+00:00

We lost power at our plant today so half the team is out. But soon I will send this thread to our MIS team for support. Then ask if I can continue to reach out to microsoft for the support. Thank you
Alexis-NG 17,060 Reputation points Microsoft External Staff Moderator

2026-07-02T22:35:29.3266667+00:00

Hi Francisco,

Thank you for your attentive.

I will wait for your update.