This document explains a common error that occurs when a document, spreadsheet, or presentation cannot be opened in edit mode while a user is trying to open or edit it through eSHARE. This is intended for end users and the internal team members who help resolve locked-file reports. The following steps will be reviewed:
SCOPE:
This applies wherever a file is opened through eSHARE's Office Online integrations, including the Cloud Web Portal and the SharePoint, OneDrive, and Teams surfaces of the M365 integration.
Why This Happens
Microsoft Office Online only allows one Office application to hold a document, workbook, or presentation open for editing at a time. If a file is already open in one place, for example in the desktop client, in the OneDrive or SharePoint web interface, or in a Teams chat or channel, any other application that tries to open the same file will be locked out of editing until the first session closes it.
When this happens inside eSHARE, the person trying to edit the file may see a message suggesting the document is locked in eSHARE. The lock is not caused by eSHARE. It means another user, or the same user in a different application, currently has the file open elsewhere.
Note:
This is a limitation of Microsoft Office Online, not a defect in eSHARE. eSHARE does not control how many applications Office Online allows to edit a file simultaneously.
Identifying the Error
In Word Online, the user will see a dialog titled 'Microsoft Word' stating "Sorry, you can't edit this document with other people", with an 'Open in Reading View' button.
In Excel Online, the user will see a dialog titled 'Someone else is editing this workbook', explaining that they'll be able to edit once the other session closes the workbook, with a 'View Only' button.
In PowerPoint Online, the user will see a banner reading 'READ ONLY' with the message "This presentation is locked by another user".
Resolving the Lock
Identify which user currently has the file open outside of eSHARE. Common places to check are the Microsoft Word, Excel, or PowerPoint desktop client, the OneDrive sync client, SharePoint Online, or a Teams chat or channel.
Ask that internal user to fully close the file in whichever application currently has it open. Closing the browser tab alone may not be sufficient. The desktop client or sync session must release the file as well.
Have that same internal user re-open the document by opening it through eSHARE, rather than directly through OneDrive, SharePoint, Teams, or the desktop client. This routes the session through eSHARE so all authorized users can collaborate on the file together.
Confirm with the other user that they can now open and edit the file without seeing the lock message.