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Fixes or workarounds for recent issues in OneDrive

Last Updated: November 24, 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.

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.


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: 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.

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.


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.


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

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For help with your Microsoft account and subscriptions, visit Account & Billing Help.

For technical support, go to Contact Microsoft Support, enter your problem and select Get Help. If you still need help, select Contact Support to be routed to the best support option.

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Admins should view Help for OneDrive Admins, the OneDrive Tech Community or contact Microsoft 365 for business support.

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