Fixes or workarounds for recent issues in OneDrive

Fixes or workarounds for recent issues in OneDrive

Last updated: 7 March 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.

The OneDrive and OneDrive for Business settings and pause menus have moved. Everything that you used to access via the OneDrive icon right-click menu has now moved to the OneDrive activity center.

For more information, read How to access OneDrive settings.

The OneDrive Auto Save 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 Auto-save settings, read Files save to OneDrive by default in Windows 10.

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: 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".

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.

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

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

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

  • Make sure that the file you want to sync isn't larger than 15GB. 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.

  • 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 the OneDrive desktop app

  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 More button in OneDrive app for Android

  3. Select Pause syncing... and select either 2, 8 or 24 hours.

  4. In the activity center, select More More button in OneDrive app for Android again and select 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?

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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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Business users can also get help from experts in our OneDrive for Business community forum

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