Problem saving edits and commenting on a file

I have the following case:
When trying to edit a file in M-Files, checked out, when I make changes or leave a comment on the Word file, sometimes it is saved, sometimes it is not. I have to repeat the steps several times for it to be saved. I use the desktop application. Is this a problem with M-Files or something local in the Word? Has anyone had a similar problem?

  • This kind of seemingly random behavior is usually related to how Word, the M‑Files Desktop client, and the local client cache interact.

    Most common reasons:

    • The file wasn’t fully saved in Word before checking in. M‑Files can only check in what Word has actually written to disk.
    • Word is still open when checking in. In some cases, closing Word first is required for M‑Files to reliably capture the latest changes.
    • Device or cache mismatch: the document was checked out or edited on another machine/session (e.g. laptop + desktop, VDI/Citrix, or mixing Web and Desktop clients).
    • Endpoint security / antivirus interference blocking M‑Files helper processes, causing intermittent save detection issues.
    • Client save‑behavior settings (process‑specific save behavior) being misconfigured or corrupted.

    Recommended best practices:

    • In Word: Save (Ctrl+S) → close the document → then check in from M‑Files.
    • Always check in from the same device that performed the checkout and edits.
    • Avoid switching between Web and Desktop for the same checked‑out document.
    • If the issue persists, ask IT to review antivirus exclusions for M‑Files.
    • As a troubleshooting step, reset process‑specific save behavior settings in the M‑Files Desktop client.

    Good to know:

    • Even if changes don’t appear in M‑Files, they may still exist in the local client cache or Word’s recovery/history, so data is often recoverable.
    • If the issue becomes repeatable, opening a support case is recommended.