Troubleshoot OneDrive for iOS app problems

Troubleshoot OneDrive for iOS app problems

We're sorry you're having trouble with your OneDrive for iOS mobile app. Let's get the issue sorted out as quickly as possible.

Note: Some apps and features may only work with Wi-Fi, depending on your device settings, or your mobile data plan.

Notes: 

  • Camera Upload can only be used on one account at a time.

  • Photos uploaded through the Camera Upload feature will automatically be sorted by Year and Month into nested folders in the Camera Roll folder. Please note that moving, renaming, or deleting these folders is not supported or recommended at this time.

If automatic camera upload isn’t working, or only some pictures are uploaded, follow these steps:

  1. Keep the OneDrive app open for the camera roll to update - iOS prevents some apps from sync in the background.

  2. If you're not connected to Wi-Fi, check your mobile OneDrive settings for camera upload on metered connections are not switched off.

  3. Enable your device's Location Services. Changes in location are used to trigger background activity and is recommended by Apple. For more information, visit Apple Support.

  4. Disable camera upload in OneDrive app settings (you can find the steps in the guides on how to use OneDrive on iOS).

  5. Go to the OneDrive website and rename your Camera Roll folder. (Try using search to find it.)

  6. Enable camera upload.

    This starts a re-upload of all camera roll pictures from your mobile device into the cloud. Please make sure that the connection is strong before completing these steps.

    Tips: 

    • OneDrive cannot upload photos optimized for iCloud. To disable optimization, tap Settings > iCloud > Photos and uncheck Optimize Storage.

    • Turning location settings on may help camera roll sync. Tap Settings > Privacy > Location services > OneDrive > Always

The OneDrive app does not sync files automatically.

The OneDrive app lets you upload your camera roll and other pictures and lets you download any files you have at OneDrive.com. 

Note: Some apps and features may only work with Wi-Fi, depending on your device settings, or your mobile data plan.

If your camera upload is taking too long to set up or look for photos, without giving any error message, it could be because you have too many photos in your camera roll.

Note: This delay can be longer if facial recognition and location data are included in your photos. Uploading may also be slower if your internet connection prioritizes downloads over uploads.

To resolve this:

  1. Reduce the number of photos in your camera roll by moving some of your photos to another folder.

  2. In iOS photo & picture settings, turn off optimize storage.

  3. Leave OneDrive running overnight to finish uploading. For large amounts of data, especially if you also connect to iCloud, the upload process can take some time and signing out or reinstalling the app will only cause the process to begin again.

With iOS 11, Apple introduced new image and video formats that are not compatible with many devices and services. Make sure that OneDrive is kept up-to-date by enabling it in your device's Settings > General > Background App Refresh.

To return your videos back to the standard format, please do the following:

  1. Go to iOS Settings

  2. Tap Camera

  3. Tap Formats

  4. Select “Most Compatible

This will make it so every video you take going forward will play properly everywhere. We understand that you have videos already in the new format, so while we work to update OneDrive, you can do the following to play these videos:

  1. Navigate to the video in OneDrive

  2. Tap on the video

  3. Tap the Offline command in the top right (cloud with the download icon)

  4. Once the video is available offline you will be able to play it.

If the OneDrive app doesn't launch or keeps crashing, re-install the app:

  1. Uninstall the OneDrive app by pressing and holding the OneDrive app icon. Tap the 'X' in the corner and then accept the confirmation message to delete it.

  2. Perform a “soft reset” by pressing and holding both the Sleep/Wake and Home buttons simultaneously for at least 10 seconds until you see the Apple logo. You can let go of both buttons after the Apple logo appears.

  3. Reinstall the OneDrive app from the App Store.

  4. Make sure that OneDrive is kept up-to-date by enabling it in your device's Settings > General > Background App Refresh.

You may find that enabling location services for OneDrive helps, especially if it’s during background sync. You can turn Location Services on or off at Settings > Privacy > Location Services.

The file might be open in another app. Save any changes to the file, close the app, and then try to upload the file again.

There are restrictions to filenames that can be uploaded to OneDrive. Read the full list of Invalid file names and file types in OneDrive.

A file won't upload if it doesn't fit in your available OneDrive storage space. To see how much space you have remaining or get more storage, go to your Storage page online.

The file might have been moved, renamed, or deleted before you tried to upload it. Locate the file, and then try to upload it again.

Tip: You may receive this message if you have moved the file on your computer after an automatic upload has occurred.

Need more help?

Use OneDrive on iOS

Find lost or missing files in OneDrive

Fix problems uploading files on the OneDrive website

More fixes for recent OneDrive issues

Online

Get online help
See more support pages for OneDrive and OneDrive for Business.
For the OneDrive mobile app, see Troubleshoot OneDrive mobile app problems.

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Email support
If you still need help, shake your mobile device while you're in the OneDrive app or email the OneDrive support team. To contact One Drive for Business support from your PC or Mac, open the activity center, select More > Send feedback > I don't like something.

One Drive for Business Admins can also view the OneDrive for Business Tech Community, Help for OneDrive for Business Admins, or contact Office 365 for business support.

Office 365 community forums

Tips
Letting us know your location may help us resolve your issue more quickly.

All fixed? If you contacted us and OneDrive starts working again, please let us know by replying to the email we sent you.

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