Fixes or workarounds for recent issues in OneDrive

Last updated: 31 January 2018

Recent issues

If you are experiencing problems accessing OneDrive online, you can see the status of Microsoft Office Online Services at the Service Health portal.

ISSUE

Customers are unable to open Word documents from OneDrive.com, with only "Word Online" displayed. 

STATUS: WORKAROUND

  1. Open the document with Word:

    Click to select the document.


    Open the file in Word. From the top control bar, choose Open > Open with Word.

  2. Download the document and open it from your computer using Word.

    Click to select the document, and then choose Download. Then open the document directly from your computer.

    Tip: If you don't have Microsoft Office installed on your computer, you can try it for 1 month for free.

  3. Use a Microsoft Office Online browser extension. 

    For more information, read how to get the Office Online extension for Microsoft EdgeFirefox or Chrome browsers.

    Tip: This will enable you to read and print, but editing may not work.

For transferring large files or lots of files, we recommend adding the files to the OneDrive desktop app rather than the using Upload button on the website.

For more information, read how to Fix problems uploading files on the OneDrive website.

Last Updated: November 7, 2017

ISSUE

When a large Office file is opened and saved on a PC with the OneDrive Files On-Demand feature enabled, the save may fail with or without displaying an error.

STATUS: WORKAROUND

For the most recent information on this issue, go to Office files may not save if Files On-Demand is enabled.

Last updated: January 2018

ISSUE

OneDrive crashes when attempting to sync or sign in, or gets stuck “processing changes.”

Tip: When you sign in to Windows after OneDrive has been updated, Windows Explorer will exit and restart. For more information, read Why does OneDrive restart Windows Explorer?

STATUS: WORKAROUND

  1. Windows 10 users who have Files On Demand enabled may see "processing changes" if an Online file is open. Files marked as "Always available" files open won't cause this. Learn about OneDrive Files On-Demand.

  2. "Processing changes" may be resolved by pausing and resuming your sync. Right-click the OneDrive icon and select Pause syncing > 2 Hours then Right-click the OneDrive icon again and select Resume syncing.

  3. OneDrive may be trying to sync a file or folder with an invalid name or characters. See the full list of restrictions and limitations when you sync files and folders.

  4. Finally, you may need to reset or re-install OneDrive. Go to Fix OneDrive sync problems and select Reset OneDrive or Reinstall OneDrive for whichever version of OneDrive you are using. You won't lose files or data by disabling or uninstalling OneDrive on your computer. You can always access your files by signing in to OneDrive.com.

Last updated: April 2017

ISSUE

When sending an email from Outlook.com, you're unable to attach a OneDrive file to the email message.

STATUS: WORKAROUND

Revalidate your outlook.com account.

Last updated: May 2017

ISSUE

You are unable to sign in to OneDrive and the "You're syncing a different account" error appears. This may occur after you have changed your Microsoft Account password.

STATUS: WORKAROUND

Windows:

  1. Select  Start, type "credentials," and then select Credentials Manager.

  2. Select the Windows Credentials tab.

  3. Under Generic Credentials, look for any entries containing “ OneDrive Cached Credentials” and remove them.

  4. Restart OneDrive.

Mac

  1. From Spotlight search type “keychain” and select " Keychain Access”. If it's not visible in Spotlight, go to the Utilities folder and open Keychain Access from there.

  2. Search for “ OneDrive.”

  3. Delete “ OneDrive Cached Credential .”

  4. Run OneDrive.

If these workarounds don't resolve the issue, please uninstall and reinstall OneDrive:

Note: You won't lose files or data by disabling or uninstalling OneDrive on your computer. You can always access your files by signing in to OneDrive.com.

With iOS 11, Apple introduced a new video format that is not compatible with many devices and services. We are actively working on updating OneDrive to support playback of these videos.

If you have installed the Fall 2017 Creators Update for Windows 10 and you sync OneDrive content to an external drive, you may be unable to open the OneDrive content if you move the external drive to a computer running an operating system older than Fall 2017 Creators Update for Windows 10.

If you receive an error: “The file cannot be accessed by the system”, download the content from onedrive.com or OneDrive for Business online. To view the online version of your OneDrive, right-click the OneDrive icon and select View online.

Read more at Unable to open content synced in a OneDrive folder on an external drive.

Common issues

Last updated: January 2018

ISSUE

Issues syncing your files with OneDrive.

SOLUTION

If a file isn’t syncing, try these tips:

  • Make sure that the file you want to sync isn't larger than 10GB. Try reducing the size of the file by zipping it.

    Tip: For transferring large files or lots of files, we recommend adding the files to the OneDrive desktop app rather than the using Upload button on the website.

  • You might have saved the files to a location you didn't intend to, or moved the files by mistake. Go to the OneDrive website and use the Search everything box in the upper-left corner.

  • Save the file with a new or unique filename.

  • Read more on how to fix OneDrive sync problems, how to fix problems uploading files, or what to do if you're over your OneDrive storage limit.

Last updated: April 2017

ISSUE

You're unable to find some of your OneDrive files.

SOLUTION

If you can't find a file or folder in your OneDrive, try these tips:

Learn more

For information on the latest version of OneDrive, read the OneDrive release notes.

Need more help?

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See more support pages for OneDrive or OneDrive for Business Help.

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If you still need help, email the OneDrive support team.

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