Note To determine which OneDrive sync client you're using, see the following Microsoft website:
This article contains information about how to use the OneDrive for Business cache removal Easy fix tool. You should use this tool only when you are instructed to by a Support agent, or when you believe that the OneDrive for Business cache is broken and can't be repaired by another method.
Before you use this tool, consider troubleshooting OneDrive for Business sync issues. For more information, go to the following Microsoft websites:
- OneDrive for Business Sync Issues troubleshooter
- Solve problems you’re having with the OneDrive for Business sync app
Before you beginCaution This tool requires you to resync all data that you synced previously to OneDrive for Business. This includes your OneDrive for Business Personal Site library and any other site libraries that you have synced. Resyncing your data takes a long time and lots of bandwidth. You shouldn't take this action without considering alternative troubleshooting methods. This tool also affects OneDrive.com caches. Make sure that your OneDrive.com files are fully synced before you run this tool. If you're also experiencing OneDrive.com sync issues, you should resolve those issues before you run this tool.
This tool removes data from your computer. Make sure that you back up personal information before you use this tool. Consider making a data backup to another area of your hard disk. For example, copy your data to a folder on your desktop.
Data that you lose when you run this toolWhen you run this tool, you lose the following data:
- Any changes that are pending for Office documents in SharePoint Online or OneDrive.com if they're not saved separately by using the Office Upload Center
- Any changes that require co-authoring reconciliation and that haven't synchronized
- The OneDrive for Business and OneDrive.com cache
Note This cache will have to be redownloaded. (This will occur during the next OneDrive for Business and OneDrive.com sync process.)
- Existing favorite links for OneDrive for Business
- Existing sync relationships for OneDrive for Business and SharePoint Online
Note This includes OneDrive for Business Personal Sites and other site libraries.
Back up your data and record any currently synced sitesAlthough the Easy fix tool moves files between folders on your computer, you should back up any files that you have changed or that may not be synced to your SharePoint Online or OneDrive for Business sites. Compare the files that you have on the SharePoint Online or OneDrive for Business sites, and then move any files that you haven’t synced to these sites to a folder separate from your sync folders. A good alternative location may be a folder on your desktop.
Additionally, you should back up your OneDrive for Business cache. To do this, click Start, click Run, and then based on your version of Office, type one of the following commands to open the cache location:
- If you’re using Office 2013, type %localappdata%\Microsoft\Office\15.0\OfficeFileCache
- If you're using Office 2016, type %localappdata%\Microsoft\Office\16.0\OfficeFileCache
Note If you aren’t sure which version of OneDrive for Business that you have, check both folder locations.
When you've completed running the cache removal tool and resynched your files, verify that your files are available as expected. If the files are present, remove the OneDrive for Business cache that you previously backed up.
If you're syncing a OneDrive for Business site or any other site libraries, note the site location so that it will be easier for you to reestablish a sync connection to your site. To record the site location of OneDrive for Business, right-click a folder that you're syncing, and then select Copy Link on the OneDrive for Business menu. Paste these links into a Word document or a Notepad file, and then save the file to another location (such as your desktop) so that you can retrieve it later.
To have us fix this problem for you, go to the "Here's an easy fix" section.
Here's an easy fixTo fix this problem automatically, click the Download button. In the File Download dialog box, click Run or Open, and then follow the steps in the easy fix wizard.
- This wizard may be in English only. However, the automatic fix also works for other language versions of Windows.
- If you’re not on the computer that has the problem, save the easy fix solution to a flash drive or a CD, and then run it on the computer that has the problem.
Reconnect your librariesReconnect your OneDrive for Business personal site or another site library. To do this, follow these steps:
- On your local computer, browse to the folders that you synced. If you aren’t sure where those folders are located, you can refer to a file on your desktop that's named CleanOneDriveForBusinessCacheResults.log. This file contains the list of folders that were disconnected.
- Rename each folder that was previously synced. For example, add the word “old” to the name of the folder so that the original name will be available to use when you resync.
Note This isn’t a required step. However, if this step isn’t completed, new sync connections to these sites will have a different folder name on your computer. For example, if you already had a folder that's named "OneDrive for Business" and you don’t rename this folder, a new sync connection creates a folder that's named "OneDrive for Business (1)."
- Refer to the site location that you noted in the “Back up your data and record any currently synced sites” section (or use the CleanOneDriveForBusinessCacheResults.log file on your desktop) for the specific URLs of the sites that you want to reconnect to OneDrive for Business.
- Browse to each site that you want to reconnect to OneDrive for Business.
- Click the Sync button.
Note If you don’t see a Sync button, click the Library tab, and then click Sync in the Connect & Export group.
- At the prompt, click Sync Now to start the sync app wizard. The wizard automatically fills in the name and web address of the library.
- To start syncing, click Sync Now in the wizard. You can click Show my files in the wizard to open the synced library folder in File Explorer. The folder is included in your Favorites list.
Note In this example, <CompanyName> represents the domain that you use for your organization.
For more information, go to the following Microsoft website: