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Fixes or workarounds for recent issues in OneDrive

Last Updated: August 29, 2023

Important: The OneDrive sync app is no longer supported on Windows 7, 8, and 8.1. Learn more.

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.

Tip: Get tech expertise with Business Assist. Connect with our small business advisors for help making Microsoft 365 products work for you and everyone in your business. Learn more.


Videos recorded in slo-mo and uploaded either through automatic Camera roll backup or manually in the app do not play in slo-mo as it is recorded. Instead they upload at normal speed. 


OneDrive does not support uploading a video as slo-mo, but we are investigating. A workaround is to Share the video from your iOS gallery to OneDrive:

  1. Open the video and tap  OneDrive upload icon

  2. Then choose OneDrive as the share option.


Some users are unable to find files they know are present in their OneDrive.


Use File Explorer or Finder to browse your OneDrive to the correct file. Opening and re-saving the file may improve its discoverability on mobile or at

Users of iOS 16 may not be able to use the two-fingered pan gesture to select multiple files in OneDrive. We are aware of the issue and working on a solution.


Select one photo first, then use two fingers to slide to select multiple files or photos.


After updating to macOS Monterey or later, some customers may not be able to save screenshots. This is due to structural changes in the OS.


Change the default location of saved screenshots from the Options menu in the Screenshot app. You can also drag the thumbnail to a folder or document. Learn more.


Some customers with macOS 12.2 or later may see the error message "Microsoft OneDrive uses a legacy system extension that is not available in the latest versions of MacOS. Contact the developer for support".


Update your OneDrive to the latest version.


On macOS 12.1 "Monterey" and later, macOS and OneDrive run a new Files On-Demand experience.

The macOS sync icons now look the same no matter which cloud service you use, and the macOS behavior might be new to you.

Learn more.


This error will appear if you have two versions of OneDrive installed.


We do not support running both standalone and App Store versions of OneDrive side by side.

If you want to switch between them, you must first remove the previous installation by running the Reset script inside of the app bundle:

  1. Right-click or CTRL-click the OneDrive app

  2. Select Show package contents then Contents/resources/reset*.command

  3. Install the latest OneDrive for macOS from your preferred source.

On macOS 12.1 and later, OneDrive runs a new Files On-Demand experience which may affect file path location and Autosave for some users.

Learn more.

Last Updated: November 24, 2021


Some customers are unable to sign in correctly when clicking a link to a shared file or folder.


Please sign in to before clicking the sharing link.

Last Updated: November 22, 2021


Some customers may be unable to preview saved email .msg files with the following errors:

  • The file couldn't be opened

  • No file to preview

  • Hmm... looks like this file doesn't have a preview we can show you.


We are working on the problem, apologies for any inconvenience caused.

Last Updated: November 22, 2021


Some customers may see the error "items weren't added" when trying to add items to an album that has been shared with you.


You cannot add images to someone else's albums, only to shared folders. We're working hard to remove the Add items button which shouldn't be there.


After updating to macOS Monterey, OneDrive will appear to hang or crash when you sign in to an on-premises SharePoint Server.

SharePoint online is not affected.


We are working on the problem, but until then:

  1. If you haven’t updated to macOS Monterey, please consider delaying the update until this issue is resolved.

  2. If you have already update to macOS Monterey, you can still access your SharePoint and OneDrive content from the web.

Last Updated: November 19, 2020


After updating to macOS Big Sur, some Mac users may see OneDrive stuck on "Processing changes" for a long time.


This is caused by a VolumeID change which happened as part of the OS upgrade.

No action is required - please wait for the changes to complete.


Some customers may see that their Personal Vault folder displays text in the wrong language.

This is because of a difference between your OneDrive language settings and your PC language settings.


We have started to deploy a fix, but there are two workarounds immediately available:

  1. Change your Microsoft Account Profile language settings to match your PC language settings (Start > Settings > Display Language).

  2. Sign out and close all browser windows.

  3. Rename your Personal Vault folder:

    1. Sign in to

    2. Unlock your Personal Vault folder.

    3. Choose Rename from the top menu bar. This will synchronize your language settings.


Any customer using a router which has BT Web Protect enabled will not be able to access OneDrive. Because BT Web Protect works at a network level, it's applied to all devices using your home BT Broadband connection or BT Wi-fi when logging in with your BT ID.


Disable BT Web Protect to allow access to OneDrive.

  1. Sign in to your BT account.

  2. Go to the My Security Settings page.

  3. Switch the BT Web Protect toggle off.

    BT Security Settings page

Note: If you're using a router that's not from BT, there may be additional settings you need to change to make it compatible with BT Web Protect.


Some customers are unable to sign in to OneDrive when using either PC, Mac, mobile or web browser.


  1. Check your username and password are correct by signing in to your Microsoft Account dashboard. If you can't sign in, get help here.

  2. Make sure you have the latest version of OneDrive.

  3. If you still cannot access OneDrive, the problem may be with your firewall, VPN configuration, or your internet provider. Read Required URLs and ports for OneDrive for more information.

Common issues

OneDrive shows photos at the top of the My files page for quick access. If this isn't relevant to you, you can hide them temporarily.

  • To hide "On this day", "Moments" and "Last week" on the web, go to your OneDrive Photos options and select Hide for now.

  • To stop getting "On this day" notifications on the web, open your OneDrive web notifications and deselect On this day memories.

  • To stop getting "On this day" notifications in your OneDrive mobile app, open the app, select Me > Settings > Notifications, then turn off On this day.

The OneDrive Backup 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 Backup settings, read Files save to OneDrive by default in Windows 10.


When files are uploaded via the website, the dates shown may be the uploaded time and date, and not the expected file date.


  • If photos seem to be in the wrong time zone, that is because there's no time zone information in image EXIF metadata. OneDrive will always display the time stamp of the "Date Taken" field in UTC.

  • Video files do contain timezone data, so should display the correct time.


To show the correct date, ensure the files or folder are available on your PC by right-clicking the files or folder and select Always keep on this device

Save disk space with OneDrive Files On-Demand for Windows 10.

You may see a difference between Size and Size on Disk when viewing file, folder or drive properties. This could be because of the following reasons:

  1. The OneDrive Files On Demand feature doesn't download the file to your computer, only a placeholder or link to it.

  2. Storage utilities show file categories, not the actual files.

For more information, read why OneDrive disk space and file size don't match.

After deselecting a folder from the list of folders you choose to sync, you may see an error: "The file or folder already exists on OneDrive."

Workaround options:

Option 1: Delete it from the PC.

Note: It’s safe to delete it because it’s still available in OneDrive online. If you don’t want to have the folder in OneDrive and only have the folder on your PC, move the folder out of the PC’s OneDrive folder (see option 2).

Option 2: Remove the file or folder from OneDrive.

Note: With the file included in selective sync, move the folder to another place outside the OneDrive folder structure. This will delete the files and folder from and make them only available on your PC.

Some users may have issues signing in to OneDrive with credentials that have expired on the computer.


A duplicate file is created with your computer name added to the filename, for example:

  • book1.xlsx

  • book1-desktop-computer.xlsx



  1. Press the Windows key + R to open a "Run" dialog.

  2. Enter the path %localappdata%\Microsoft\OneDrive\settings and select OK.

  3. Delete the PreSignInSettingsConfig.json file.


  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


When you try to add your account to OneDrive for Mac, you may receive the error: "You're already syncing this account."


  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. Go to /Users/<username>/Library/Group Containers/

  5. Find and delete UBF8T346G9.OneDriveSyncClientSuite.plist and UBF8T346G9.OfficeOneDriveSyncIntegration.plist

  6. Restart OneDrive.

See Also

What do the OneDrive error codes mean?

What do the OneDrive icons mean?

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