When a support request is raised regarding Tesco Trackers, follow this method.
1. Check the file on the server from your machine in MS 2016, does it cause Excel to crash and loop asking to recover the file? If yes move to the next steps, if not check on the users machine as it could be a communication issue, ask the user to close everything and restart. Check Acronis at this point to check there isn't a load of temporary files in use for the reported file.
2. Duplicate the file, rename and place on your desktop.
3. Open the renamed file from your desktop in MS Office 2008, Unshare the file for multi user access under Tools>Share Workbook.... Uncheck "Allow changes by more than one user at the same time." This will then save another copy on your machine.
4. Using the unshared file from step 3, open in MS Office 2016, share the file for multi user access under Tools>Share Workbook.... Check "Allow changes by more than one user at the same time." Rename the file to ........recovered.xlsx
5. Place ........recovered.xlsx on the server and ask the user to sense check before deleting the previous corrupt file.
6. If the user is happy to use the recovered file ask the user to remove the old file and rename the recovered file.