In the screen sharing session, we understood you are able to access the reported SharePoint file but

some of the users are not able to access the same file.

We tried from our end to access the file, but we didn’t faced any issue.

URL : https://eu001-sp.shell.com/sites/AAAAA7646/SIEP%20Documents/Forms/AllItems.aspx  

While accessing the file the users are getting below error.

Below screenshot is the error message reported by user while opening a file from SharePoint :

This occurs due to Sharepoint cache. It will be resolved by clearing caches in the upload center.

We follow the below steps to clear the Sharepoint cache:

1. Click Start button in the Task bar type “Office 2016 Upload center” in the search box.

2. Click on the application. After the application opens, click on dropdown near the PENDING
UPLOADS in that choose ALL CACHED FILES and click on settings.

3. In the setting You can clear the Office Document Cache by clicking Delete cached files it prompt
a new dialogue box there click on DELETE CACHED INFORMATION and click ok then click refresh
button.

4. After doing this close the MS Excel and refresh the SharePoint page and open the file again.

Please find below screen shot for reference :

After clearing the cache, Users may able access the file without any issues.