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Can't create a new classroom notebook

Anonymous
2017-12-14T01:35:20+00:00

Split from this thread.

I'm a technology specialist at an elementary school, and one of my teachers has this problem.  When trying to create a new Class Notebook, she gets this error message... 

"Something went wrong. Try creating the notebook again.  Reference number: 5c34****-670b-4e96-9313-****39f09ab0 ... 500 (error) | eus-000.classnotebookapi.onenote.com"

The message contains a "Send this error to Microsoft", which sends an email to edunotebookerror@microsoft.com.  Unfortunately after sending an email to that address, I get an error-message email back from Microsoft saying I can't send an email to that address because I'm not a member of that group.  The message shows that the email was forwarded to another microsoft email account before this error email was generated.

So that's why I'm on this forum--the contact info in the error message doesn't work, which vexes me a tad, but I'll move on.

Here's what I've done to troubleshoot:

  • I've restarted the Windows 10 laptop computer multiple times.
  • I've cleared the browser cache then restarted the browser.
  • I'm using Chrome, but the problem persists in Edge and IE.
  • I'm unsuccessful both starting from OneNote 2016 (using the Class Notebook tab) and starting from within our LMS, which is called itsLearning.
  • I AM able to create a Class Notebook from another teacher's account.  The process looks identical from both teachers' accounts until the final click, after it asks you to inspect whether the notebook looks properly configured.  After clicking NEXT or whatever from that screen, I get the error message described above.

The problem has persisted over several weeks now.

By the way, I've had a bit of frustration trying to use this forum, too.  Clicking the "Insert Image" button at the top of this text editor field using either Chrome or Edge results in a frozen window--all entered text lost.

Microsoft Teams | Microsoft Teams for education | Class Notebook | Set up Class Notebook

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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  1. Anonymous
    2018-01-27T01:55:49+00:00

    Hi Steve,

    Based on your discussion with our escalation engineer, due to different region, we suggest you create a ticket in Office 365 admin center directly, so we can keep assisting you.

    Regards,

    Sky

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  1. Anonymous
    2018-01-04T17:42:15+00:00

    Thanks for your help and sorry for my delay in replying.  

    I checked whether the teacher can access her OneDrive, and yes, she can.  When I first tried to access her OneDrive (logged into Office 365 as her, of course--and on her laptop), I was unable and had to go through the hijinx I described earlier in this thread.  I believe I mentioned that it's been common for us to be initially denied access to OneDrive over the past couple months despite our being already logged into Office 365 and viewing our email through the Office 365 Outlook app.  However, I did finally gain access to her OneDrive--using the hit-and-miss steps described above in my December 15 post.  Despite this, however, I still could not create a Class Notebook.  Same failure as initially described.  So this is a long-winded answer to your question in #4 of your reply above: Yes, that is what I mean.

    Here's the screenshot of the error message you requested:

    Wait.  Cancel that.  I just remembered that, as I mentioned in the final paragraph of my initial post above, trying to insert an image will freeze my screen and result in the old do-over for me.  I copied all this text just in case, so I'll try, but I imagine I'll be redoing this post.

    Nope!  Good news!  Adding an image no longer freezes my window.  Well things are looking up. :-)  

    To answer your question from #2 in your reply above, the error occurs at the end of the section titled "Finalize Your Class Notebook", right after I click the "Create" button.

    Finally, I sent you the teacher's username via the private message link you provided.

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  2. Anonymous
    2018-01-05T08:45:12+00:00

    Hi Steve,

    It seems that something went wrong with the user’s OneDrive.

    To help us further narrow down the issue, please provide some more information:

    1. Is there an error message when you access OneDrive directly? If yes, please provide a screenshot of the error message.
    2. Share all affected account and the admin account in your tenant with us via private message.

    Regards,

    Joshua

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  3. Anonymous
    2018-01-09T08:20:36+00:00

    Hi Steve,

    I have checked the private message. Please provide the screenshot of the error message at your convenience.

    Regards,

    Joshua

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  4. Anonymous
    2018-01-10T09:55:15+00:00

    Hi Steve,

    I checked the affected account from our backend and found a PUID mismatch issue for the account. For what PUID mismatch is, you can refer to the following link. How to remove users from SharePoint Online.

    We will try to fix it from backend. When there is an update, I will let you know.

    Thanks,

    Ran

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