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Hello @Nicky Kearns,
Thank you for reaching out to the Microsoft Q&A forum!
I noticed you mentioned that a screenshot was attached, but I haven’t received it yet.
1.Could you kindly resend the screenshot so I can better understand the context?
Also, I’m not sure whether all learners are experiencing the issue both on the Teams app and Teams Web, or only on the app.
2.Could you please ask your students if they’ve tried accessing the same PDF files via Teams Web on their iPads or mobile devices, and whether the issue persists there as well?
Because I understand this issue is quite important to you and is impacting your workflow, I believe you should receive support promptly to help resolve it faster and this issue seems to be related to the backend.
In that case, I strongly recommend escalating this to Microsoft’s higher-level technical support team to they can investigate further and provide a more permanent solution.
You can contact your school’s IT admin and ask them to follow these steps:
- To create a Support ticket, the admin can go to Microsoft 365 admin center
- Please follow this article: Get support - Microsoft 365 admin | Microsoft Learn.
- On right bottom corner click on "Help & support"
- In the description, you can use the following sample:
“Hello,
We are encountering an issue where PDF files uploaded to the Classwork section in Microsoft Teams fail to load or download for some learners, particularly on iPads and mobile devices. The issue appears to be isolated to Classwork, as the same files open normally when shared via Files or Posts.
This behavior has been consistent over the past few months and affects multiple students. We suspect the issue may be related to how backend services handle PDF rendering in Classwork on mobile platforms.
We would like to reach out to the appropriate technical support team that can investigate backend data and help resolve this issue.”
Once the ticket is opened, a support engineer can start a remote session to investigate the issue, review the back-end settings, and optionally run a sync tool to resolve the issue. Additionally, they also provide a workaround if necessary.
Find Your Microsoft 365 Admin: If you’re unsure who the Global Admin is within your organization, you can find guidance on locating them here: How do I find my Microsoft 365 admin? - Microsoft Support
Once again, thank you again for raising this issue; it’s helped broaden my understanding. I hope you understand that I want to help as much as I can within the scope of this forum.
I truly hope you’ll be assisted soon by our dedicated technical team. And if you receive any updates or insights, please feel free to reply here.
Looking forward to hearing from you!
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