Fixes or workarounds for recent issues in OneDrive

Fixes or workarounds for recent issues in OneDrive

Last updated: 11 September 2019 

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.

ISSUES

Any customer using a router which has BT Web Protect enabled will not be able to access OneDrive. Because BT Web Protect works at a network level, it's applied to all devices using your home BT Broadband connection or BT Wi-fi when logging in with your BT ID.

STATUS: WORKAROUND

Disable BT Web Protect to allow access to OneDrive.

  1. Sign in to your BT account.

  2. Go to the My Security Settings page.

  3. Switch the BT Web Protect toggle off.

    BT Security Settings page

Note: If you're using a router that's not from BT, there may be additional settings you need to change to make it compatible with BT Web Protect.

ISSUE

Some images may appear to be cropped or altered automatically. This is because the Office Lens feature has detected the image to be from a whiteboard, menu or anything else with a lot of text and automatically made a more readable copy.

Note: The original image is safe and available at OneDrive.com

STATUS: WORKAROUND

  1. Open your Photos in OneDrive.com

  2. Select the image which has been cropped or altered.

  3. On the top menu Select Revert to original

Read more about Using Office Lens to adjust images in OneDrive.

ISSUE

After enabling Files on Demand in OneDrive, some customers may see the following error when trying to access items in your OneDrive folder.

  • OneDrive cannot connect to Windows. Files On-Demand requires a connection to Windows in order to show your files without taking up space on this device. OneDrive can keep trying to connect to Windows or you can choose to download all your files. You won't be able to use online-only files until this is fixed.

STATUS: WORKAROUND

Read more about how to resolve the error when accessing files in OneDrive.

ISSUE

When setting up Known Folder Move in OneDrive for Business, you receive the following error message:

An unknown error occurred. (Error code: 0x80070005)

This is caused by a group policy preventing the feature from running.

RESOLUTION

Use gpedit.exe, modify a Group Policy.

Navigate to User Configuration > Administrative Templates > Desktop > Prohibit User from manually redirecting Profile Folders

Set the value to “Not Configured.”

MORE INFORMATION

It is possible your company’s administrators do not want you to configure this feature if the Group Policy is enabled. Your administrator may also elect to continue to enforce the policy even if you manually override it.

Read more about how to Back up your Documents, Pictures, and Desktop folders with OneDrive.

ISSUE

When files are uploaded via the OneDrive.com website, the dates shown may be the uploaded time and date, and not the expected file date.

Tips: 

  • If photos seem to be in the wrong time zone, that is because there's no time zone information in image EXIF metadata. OneDrive will always display the time stamp of the "Date Taken" field in UTC.

  • Video files do contain timezone data, so should display the correct time.

STATUS: WORKAROUND

To show the correct date, ensure the files or folder are available on your PC by right-clicking the files or folder and select Always keep on this device

Save disk space with OneDrive Files On-Demand for Windows 10.

If you have OneDrive Files on Demand enabled, you may see a difference between Size and Size on Disk when viewing the folder properties.

This is because the OneDrive Files On Demand feature doesn't download all the files to your computer, only a placeholder or link to it.

OneDrive Size on disk properties

Save disk space with OneDrive Files On-Demand for Windows 10.

The OneDrive Backup settings now include your Desktop. You can show either your PC's Desktop, or your Desktop folder in OneDrive.

In new installations of Windows 10 for many eligible users, the default setting is to save files to OneDrive, rather than to your PC. To learn how to change your OneDrive Backup settings, read Files save to OneDrive by default in Windows 10.

For transferring large files or lots of files, we recommend adding or downloading files from a synced folder using the OneDrive desktop app rather than the using Upload or Download button on the website.

Download the OneDrive desktop app.

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

After deselecting a folder from the list of folders you choose to sync, you may see an error: "The file or folder already exists on OneDrive."

Workaround options:

Option 1: Delete it from the PC.

Note: It’s safe to delete it because it’s still available in OneDrive online. If you don’t want to have the folder in OneDrive and only have the folder on your PC, move the folder out of the PC’s OneDrive folder (see option 2).

Option 2: Remove the file or folder from OneDrive.

Note: With the file included in selective sync, move the folder to another place outside the OneDrive folder structure. This will delete the files and folder from OneDrive.com and make them only available on your PC.

Last updated: April 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

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.

Read more about when OneDrive is stuck on “Processing changes".

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.

Read more about when you Can't share OneDrive files from Outlook.com

ISSUE

A duplicate file is created with your computer name added to the filename, for example:

  • book1.xlsx

  • book1-desktop-computer.xlsx

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.

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

For more details on the workarounds, read OneDrive shows "You're syncing a different account" error.

ISSUE

When you try to add your account to OneDrive for Mac, you may receive the error: "You're already syncing this account."

STATUS: WORKAROUND

  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. Go to /Users/<username>/Library/Group Containers/

  5. Find and delete UBF8T346G9.OneDriveSyncClientSuite.plist and UBF8T346G9.OfficeOneDriveSyncIntegration.plist

  6. Restart OneDrive.

Common issues

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

  • Make sure that the file you want to sync isn't larger than 15GB if you're signed in with a Microsoft account, or 15GB if you're signed in with a work or school account. 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 using the 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.

  • Stop and restart your syncing. Learn How to Pause and Resume sync in OneDrive.

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.

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

  • Check the Recycle bin.

  • Make sure you're signed in with the correct Microsoft account.

  • 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.

Read more on how to find lost or missing files in OneDrive or how to fix problems uploading files.

Hints and tips

Follow these hints and tips to get the most out of your OneDrive and to make sync as trouble-free as possible.

OneDrive and Windows are frequently updated and keeping your PC up to date can help sync problems.

  1. Download the latest Windows updates to get the most out of OneDrive. The Windows 10 Fall Creators Update enables OneDrive Files On Demand which can help resolve sync problems. Learn more about OneDrive Files On-Demand.

  2. Download the latest version of OneDrive and install it. 

    Notes: 

    • If you already have the latest version, the installer setup will end automatically.

    • For more information on the latest version, read the release notes.

  3. Press  Press the Windows key , search for OneDrive and then open OneDrive.

  4. When OneDrive Setup starts, enter your Microsoft account email address, and then select Sign in to set up your account.

    OneDrive setup screen new UI

OneDrive Files On-Demand helps you access all your files in OneDrive without having to download all of them and use storage space on your device. Learn more about OneDrive Files On-Demand.

You can also download or sync fewer files by choosing which OneDrive folders to sync to your computer.

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

If OneDrive sync seems to be stuck for a long time or the status shows "Processing 0KB of xMB" it could be because you have a lot of files in your OneDrive or a lot of new files to be uploaded. If you have more than 100,000 files, sync can take a long time.

Note: 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.

To see how many files you have in your OneDrive:

  1. Open File Explorer.

  2. Right-click the OneDrive folder and select Properties.

    OneDrive properties

  3. If the Contains number is more than 100,000 you should consider which OneDrive folders to sync to your computer.

If the sync is already in process, you can Pause and Resume your sync to get things going again.

  1. Select the white or blue OneDrive cloud icon in the notification area, at the far right of the taskbar.

    OneDrive SyncClient with blue cloud and white cloud icons

    Note: You might need to click the Show hidden icons arrow The Show hidden icons button. next to the notification area to see the OneDrive icon. If the icon doesn't appear in the notification area, OneDrive might not be running. Select Start, type OneDrive in the search box, and then select OneDrive in the search results.

  2. In the activity center, select More > Pause syncing....

    Screenshot of getting to OneDrive Settings

  3. Select either 2, 8 or 24 hours.

  4. In the activity center, select More > Resume syncing....

You can mark files as "offline" in OneDrive on your mobile device to read them anytime, even when you aren't connected to the Internet. Online edits made to the files sync the next time you connect to the Web, so you get the latest version of the file.

Note: Files marked offline are read-only - you can edit the file only when you're online. If you edit the file offline, it saves as a new file, and does not change the original OneDrive file.

Learn how to Read files offline in OneDrive for Android or Read files offline in OneDrive for iOS.

Check and compare the size of your OneDrive storage to the available disk space on your PC. If you don't have enough space on your OneDrive or your PC, you will have to move or delete some files, or reduce the number of files and folders.

If you don't have enough space on your OneDrive, you can:

Learn more

Learn what the OneDrive error codes mean.

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

Need more help?

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.

Email Support icon

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 OneDrive for Business support from your PC or Mac, select the OneDrive icon in the notification area or menu bar, then select More > Send feedback > I don't like something.

OneDrive 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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