Fix OneDrive sync problems on a Mac

Fix OneDrive sync problems on a Mac

We're sorry that you're having trouble syncing your OneDrive.

Tip: Try the OneDrive sync troubleshooting virtual agent. 
We have recently released a OneDrive sync problems troubleshooter in the Microsoft Support virtual agent. The steps are the same as below, but please feel free to try the Virtual Agent

Microsoft virtual support agent icon

If you're having problems accessing OneDrive.com online, check the status of Microsoft Office Online Services at the Service Health portal

Notes: 

  • If you receive the message “Your account is currently unavailable" when you try to access your OneDrive, your account might have been temporarily blocked due to unusually large traffic volume, suspicious activity, or a violation of the Microsoft Services Agreement or code of conduct. To check your account status or reactivate your account, go to the OneDrive Account Activation page and follow the on-screen instructions.

  • For OneDrive for Business, make sure you have permissions to the file or folder you tried to add - Try to open the file or folder and make sure that you have permission to save a copy of it. If you're having problems seeing a file on a network, contact your network administrator.

If you can access your OneDrive online, try these steps to get sync running on your computer.

Note: Some instructions and links refer to Apple support. Microsoft is not responsible for any external content.

To verify that OneDrive is running, look for the OneDrive icon on the right side of the menu bar. Or, you can check from Activity Monitor:

  1. Open Activity Monitor from the Utilities folder in your Applications folder or use Spotlight to find it.

  2. Choose the CPU tab, then look under the Process Column for OneDrive.

  3. If OneDrive is not running, use Finder or Spotlight to start OneDrive.

    Note: Learn how to use Spotlight and Finder on your Mac.

  1. Click the OneDrive icon in the menu bar.

  2. Click Quit OneDrive.

  3. Use Spotlight to search for OneDrive and open it.

If you originally installed OneDrive using the standalone installer, OneDrive updates itself automatically without using the Mac App Store.

If you originally installed OneDrive from the Mac App Store, open the OneDrive app and check if there is an Update button showing in the app itself.

Note: For more information on install and setup, read about how to Get started with the new OneDrive sync client on Mac OS X.

Note: As of 1 February 2019, OneDrive only supports new installations on Mac OS 10.12 or newer. For more information, see OneDrive End Of Support Notice

  1. Quit OneDrive. (Select the cloud icon in the top tray, then select SettingsQuit OneDrive.)

  2. Find OneDrive in your Applications folder.

  3. Right-click OneDrive and select Show Package Contents.

  4. Browse to the Contents > Resources folder.

  5. Double-click ResetOneDriveApp.command (or ResetOneDriveAppStandalone.command, if you're using the standalone app).

  6. Start OneDrive and finish the setup process.

    Note: When choosing location, remember to select the previous OneDrive syncing location. This means your files won’t be downloaded again if they haven’t changed.

    Note: Make sure you're using an updated version of the OneDrive app. Some older versions of the app don't have the reset commands. In that case, drag your old app to the Trash and then install the latest OneDrive app.

Check and compare the size of your OneDrive storage to the available disk space on your computer. If you don't have enough space on your OneDrive or your computer, 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 buy more storage, or delete some files and folders. Look to see the largest files on your OneDrive. If you don't have enough space on your computer, you can free up disk space by moving or deleting files. You can also download less by choosing which OneDrive folders to sync to your computer (see below).

If you see the error message "Upload Blocked" or are having trouble syncing Office files, the Office Upload cache system may be interfering with OneDrive sync. Try turning off the related setting in OneDrive settings.

  1. Click the OneDrive cloud icon up in your Menu bar, click the three dots to open the menu, and select Preferences.

    Screenshot of setting OneDrive personal preferences

  2. Select the Office tab and uncheck the Use Office 2016 to sync Office files that I open check box.

    Office tab in Microsoft OneDrive with the 'sync office' option selected

    Note: When you turn off the Use Office 2016 to sync Office files that I open setting, any changes that you and other people make to Office files in your OneDrive will no longer merge together automatically.

More choices

When you first set up OneDrive, click Choose folders to sync. If you didn't do this when you set up OneDrive, you can do it in Preferences.

If you have other files in your OneDrive online that you haven't synced, you won't see those files. You can choose which folders to include in Sync in the OneDrive General settings tab.


Sync folder selection in OneDrive for Mac

Notes: 

  • If you choose to sync only some items, new items you add to the OneDrive folder on your Mac will sync to OneDrive, but items you add to OneDrive from the website or other devices won't be synced to your Mac unless they're in the folders you chose to sync.

  • You can't choose individual files you want to sync, and you can't choose to sync files or folders shared with you.

  • If you choose to stop syncing folders on your Mac, they'll be deleted from the OneDrive folder on that computer, but they'll remain in OneDrive.

Ensure you don't have any illegal characters such as . " * : < > ? / \ | included in the filenames you are trying to sync. 

Note: Although the only restricted filename character in macOS is : (colon), please be aware of the full list of Invalid file names and file types in OneDrive, OneDrive for Business, and SharePoint.

Make sure that none of the files you want to sync are larger than 15GB if you are signed in to a Microsoft account, or 15GB if you are signed in to a work or school account. If you see an error message such as "This file is too big to upload" or "Reduce the size of this file to upload to...", Control-click it or tap it using two fingers, then choose Compress from the shortcut menu.

Make sure the entire file path, including the file name, contains fewer than 400 characters. An example of a file path: /Users/username/Desktop/Pictures/2017/Family

Once the file path is shortened, start OneDrive again. (Use Spotlight to search for OneDrive and open it.)

More choices

If the steps above haven't worked, then you may need to unlink, set up, or reinstall OneDrive. 

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.

Before you begin, make sure your computer has all the latest update, then try these steps.

Uninstalling the app will remove the app settings.

  • For apps downloaded from the Mac App Store: Click the Launchpad icon in the Dock, hold down an app’s icon until all the icons begin to jiggle, then click the app’s delete button. If an icon doesn’t have a delete button, it can’t be uninstalled in Launchpad.

  • Alternatively, just drag the OneDrive app to the Trash.

After you uninstall, you can download the latest version of the app or visit the Mac App Store.

Note: For more information on install and setup, read about how to Get started with the new OneDrive sync client on Mac OS X.

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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