Troubleshoot OneDrive mobile app problems

Troubleshoot OneDrive mobile app problems

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

For all OneDrive mobile sync, sharing, and upload issues, make sure you can connect to the Internet. Some apps and features may only work with Wi-Fi, depending on your device settings, or your mobile data plan.

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

  1. Check Wi-Fi connectivity.

  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. Disable camera upload in OneDrive app settings (you can find the steps in the guides on how to use OneDrive on iOS, OneDrive for Android, or Use OneDrive on Windows Phone).

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

  5. 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.

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.

If sync doesn't work, OneDrive is not launching or OneDrive is crashing, please try to re-install OneDrive:

  1. Open Settings.

  2. Select Applications.

  3. Tap Manage Applications.

  4. Find and tap OneDrive.

  5. Tap Force Stop and then tap Clear data and Clear cache.

  6. Once completed, uninstall the app.

  7. Reinstall the app from Google Play.

If sync doesn't work, OneDrive is not launching or OneDrive is crashing, please try to re-install OneDrive:

  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.

If sync doesn't work, OneDrive is not launching or OneDrive is crashing, please try a soft reset:

  1. While the phone is turned on, press and hold the volume down + power buttons until your phone vibrates and restarts.

Note that you should not touch the device screen during the process (not even when the 'slide down to power off' prompt appears).

If this doesn't help, you can also try Hard reset.

  1. Backup your data.

  2. Perform a hard reset of your phone.

If sync doesn't work, OneDrive is not launching or OneDrive is crashing, please try to reset the app:

  1. Open the app and click on the Menu  OneDrive Menu .

  2. Click Settings  OneDrive settings .

  3. Click About OneDrive.

  4. Click Reset app and confirm the action.

Alternatively, from the App list, go to Settings > Apps > Apps & Features > OneDrive > Advanced options > Reset

If you’re having problems getting connected to a Wi Fi network and can’t connect to the Internet, you can try to fix Wi Fi connection issues in Windows 10 Mobile.

If this doesn't help, you can also try Hard reset.

  1. Backup your data.

  2. Perform a hard reset of your phone.

Rename the file you're uploading.

The filename contains characters that aren't allowed. Change its name so that it doesn’t begin or end with a space, end with a period, or include any of these characters / \ < > : * " ? |

These names aren't allowed for files or folders: AUX, PRN, NUL, CON, COM0, COM1, COM2, COM3, COM4, COM5, COM6, COM7, COM8, COM9, LPT0, LPT1, LPT2, LPT3, LPT4, LPT5, LPT6, LPT7, LPT8, LPT9

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.

The file name (including the path) is too long. The filename and path must contain fewer than 442 characters. Shorten the name of your file or the name of subfolders in OneDrive, or select a subfolder that's closer to the top-level folder, and then try to upload the file again.

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.

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

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.

Need more help?

Find lost or missing files in OneDrive
Fix problems uploading files on the OneDrive website
More fixes for recent OneDrive issues
In a OneDrive mobile app, shake the device to get help or share feedback, or get help by emailing the OneDrive support team.

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