Table of contents
Fixes or workarounds for recent issues in OneDrive

Last Updated: September 15, 2021

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.


Some OneDrive for Android customers may see the error "Camera upload is paused. To activate camera upload, give OneDrive permission to access your photos and media."


We are working on the problem, but you can resolve this error by following these steps.


Some customers may not see their On This Day album correctly when using OneDrive for iOS.


We are working on the problem, but you can still review On This Day with the OneDrive on the web.


Some customers are unable to open email attachments in the OneDrive for Android mobile app due to needing access. Additionally, some PDFs will not open due to needing permission.


For more information on this error, read Unable to open email attachments in OneDrive for Android.

Last Updated: May 20, 2021


Some users are seeing the error code 0x80049d61 when launching the OneDrive store app. We are aware of the problem and are working to release fix as soon as possible.


Use the OneDrive desktop app or go to

Last Updated: May 19, 2021


Error Code 0x8004de40 indicates OneDrive is having trouble connecting to the cloud. 


For resolution steps, please read Error Code 0x8004de40 when signing in to OneDrive.

Last Updated: 28 April 2021


For users on Android 11, the OneDrive mobile app does not clean up space as promised.

We are aware of the issue and are working to resolve it. Apologies for any inconvenience caused.


Check for the file or photos in the OneDrive mobile app or at If the files or photos are present then you can safely remove them from your device.

Last Updated: 14 April 2021


The OneDrive iOS team has been investigating feedback of lost writes made from the iOS Files App. We've been actively working on improving our Files App experience and temporarily set it in read only mode.


A fix has been released in App Version 12.23.2 on iOS and iPadOS devices. 

To ensure the fix is applied, update the app, close all open apps and restart the device.

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.


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.

If you have OneDrive Files on Demand enabled, you may see a difference between Size and Size on Disk when viewing the folder properties.

This is because the OneDrive Files On Demand feature doesn't download all the files to your computer, only a placeholder or link to it.

OneDrive Size on disk properties

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

Common issues

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.

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.


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

  • book1.xlsx

  • book1-desktop-computer.xlsx



  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.


  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.

Hints and tips

Need more help?


Get online help
See more support pages for OneDrive and OneDrive for work or school.
For the OneDrive mobile app, see Troubleshoot OneDrive mobile app problems.

OneDrive Admins can also view the OneDrive Tech Community, Help for OneDrive for Admins.

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Contact Support
If you still need help, contact support through your browser or shake your mobile device while you're in the OneDrive app.

OneDrive Admins can contact Microsoft 365 for business support.

Office 365 community forums

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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