Download request stuck in status file copy pending
Problem: I have submitted a download request, it has been approved but it is stuck file copy pending state
Problem: A user has submitted a download request, it's pending for approval, but cannot perform the action because the request is stuck in the file copy pending state
Cause: Inconsistent failure of Azure service (QueueClient.CreateIfNotExists) that is responsible for creation of successful download request. We have raised ticket with Microsoft to resolve this issue. Due to inconsistent nature of this failure, Microsoft has promised us to keep monitoring the issue and look for resolution. If you encounter this problem, please raise a ticket (see Solution 1 and Solution 2)
Solution 1: Please wait a while before submitting a ticket to your local Support member, especially bigger files (GBs or TBs) can take up to 30 min before they are completely copied to the download request. If your download request is after 3-4 hours still in file copy pending state, please submit a ticket to your local support team member to log the issue. Include in the ticket the following information:
- Who did the download request? Is this person member or the owner?
- Was the download request approved?
- Do you experience the same problems in other workspaces? If yes, which workspace and since when?
- How large was the file requested for download?
- Please submit also the download-request ID, this can be found in the URL when download request is open (see example here below)
Solution 2: Please try submitting a new download request, the reason why download request is stuck in file copy pending state could be due to temporary connection problems between the Microsoft services and the user portal at the time of submission of the download request.
Even-though resubmitting a download request might solve the problem, we would still appreciate if a support ticket is submitted, therefore we can track these temporary connection problems and improve the processes in the future. Thank you for your understanding.
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