Fixes or workarounds for recent issues in OneDrive

Fixes or workarounds for recent issues in OneDrive

Last updated: September 2017

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.

Last updated: April 19, 2017

ISSUE

When using OneNote on Windows Phone, specifically Windows Phone 8.1, you may experience a sync interruption of your notebooks with OneDrive. The service side interruption started impacting customers sometime week of April 10, 2017 and may impact other Office Mobile apps as well.

The most common issue reported by customers is that OneNote has stopped syncing to OneDrive, and shows error code 80070005 with a variation of these messages: "We can't complete this task. Try again" or "You don't have permission to edit this file and the sync has stopped. Contact the owner."

STATUS: FIXED

We released a fix for this issue on April 18, 2017 for all Windows Phone customers. When you open the OneNote app, your notebooks should be syncing with OneDrive and across devices.

If you're still experiencing an issue, you can post in the Microsoft Answers Community for additional support and expert advise.

Last updated: April 4, 2017

ISSUE

When creating large Office files—pre-saved documents with a size greater than 3.5MB—and saving them for the first time to OneDrive, OneDrive for Business or a SharePoint document library, you may receive an error message indicating upload and/or locking problems during save.

This issue impacts the following Office versions:

Office 365 Subscribers for Windows: 16.0.7870.2013 or greater
Office 2016 one-time purchase for Windows: Version 1702 (Build 7870.2013) or greater
Office for Windows Mobile: 17.7830.1009 or greater
Office for Android: 16.0.7830.1002 or greater

Upload Pending: Server unavailable

Upload Failed: Locked by another user


PowerPoint error: File has not been uploaded to the server.

STATUS: FIXED

This issue has been fixed in builds 16.0.7870.2031 or later, which are being automatically rolled out, but you can update manually to receive the fix right away.

Open any of the Office apps, then go to File > Account, (or Office Account in Outlook) > Update Options > Update Now.

See Install Office updates for more information on how to download updates manually.

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: April 2017

ISSUE

If you think you're missing storage, this may be due to a storage bonus expiring.

STATUS: WORKAROUND

You can see expired bonuses on the Manage Storage page. You can read more about what to do if you're over your OneDrive storage limit.

Last updated: April 2017

ISSUE

A file by the name of “Icon" appears in the doc, or shows a sync error (because “icon” is an unsupported filename).

STATUS: WORKAROUND

Update, delete, rename, or add any file in the root folder (highest level in your hierarchy of folders) of your OneDrive folders.

Last updated: April 2017

ISSUE

You can't complete purchases from the OneDrive app on your Android device.

STATUS: FIXED

Update to get the latest version of OneDrive for Android. Download the app from Google Play or download the app from the Amazon Appstore.

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.

Last updated: May 2017

ISSUE

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

STATUS: WORKAROUND

The most common issue reported is that OneDrive has tried 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.

Crashing or freezing can also occur if a new file is still open, or has a file size of 0KB. To check, look at your most recent files and sort by Size. For more information on problems with syncing, read how to Fix problems uploading files on the OneDrive website.

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.

Apple announced a major new version of Mac OS 10.13 High Sierra on June 5th, 2017. While the new operating system is not generally available to all users right away, developers and beta testers may have access to beta seeds. Although some Office applications will install and run, OneDrive does not.

During the beta period for Mac OS 10.13 High Sierra, no formal support is available for this Office configuration.

For more information, read about Microsoft Office support for Mac OS 10.13 High Sierra.

Recent changes to OneDrive system requirements mean can users can now only sync to an NTFS formatted drive. Most users will be unaffected by this change, but if you sync to an SD card or an external USB drive, you may need to reformat the card or drive to NTFS.

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

To reformat your SD card or USB drive to NTFS, follow these steps:

  1. Right-click the white OneDrive cloud icon in the notification area, at the far right of the taskbar. OneDrive app in System Tray
    (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. Click Start, type OneDrive in the search box, and then click OneDrive in the search results.)
    Click Settings, and then click Unlink this PC.

    Exit OneDrive

  2. Open File Explorer, click Computer or This PC to see your USB drive or SD card.

  3. Right-click the SD card or USB drive and select Format.

  4. Click on the drop-down menu labelled "File System" and select NTFS and click Start.

  5. Reset One drive by pressing the Windows key Windows key_C3_201761019599 + R.

  6. In the Run window, enter: %localappdata%\Microsoft\OneDrive\onedrive.exe /reset

  7. Click OK.

Your files will now sync from OneDrive to your SD card or USB drive.

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: April 2017

ISSUE

Issues syncing your files with OneDrive.

SOLUTION

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

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

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

  • 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:

Need more help?

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