Troubleshoot OneDrive for iOS app problems

We're sorry you're having trouble with your OneDrive for iOS mobile app. Let's get the issue sorted out as quickly as possible.

Note: Some apps and features may only work with Wi-Fi, depending on your device settings, or your mobile data plan.

As of 7/30/21, to use the Whiteboard sharing feature, iOS users must be on app version 12.2.6 or greater. Please update to the latest version to use the Whiteboard sharing feature. Note that this feature is only available for OneDrive for work or school accounts, and not home and personal plans.

If automatic camera upload isn’t working, or only some pictures are uploaded, follow these steps:

  1. Apple recommend that customers leave the OneDrive app running in the background. Automatic uploading cannot work if the app has been Force Closed (double-tap Home and swipe up and away).

  2. If you're not connected to Wi-Fi, check your mobile OneDrive settings. If you want to use your mobile network, tap Settings, tap Camera upload, and then turn on Use Mobile Network.

  3. If your camera upload is taking too long to set up or look for photos, without giving any error message, it could be because you have too many photos in your camera roll.

  4. OneDrive cannot upload photos optimized for iCloud. To disable optimization, tap Settings > iCloud > Photos and uncheck Optimize Storage.

The OneDrive app does not sync files automatically.

The OneDrive app lets you upload your camera roll and other pictures and lets you download any files you have at OneDrive.com. 

Note: Some apps and features may only work with Wi-Fi, depending on your device settings, or your mobile data plan.

With iOS 11, Apple introduced new image and video formats that are not compatible with many devices and services. Make sure that OneDrive is kept up-to-date by enabling it in your device's Settings > General > Background App Refresh.

To return your videos back to the standard format, please do the following:

  1. Go to iOS Settings

  2. Tap Camera

  3. Tap Formats

  4. Select “Most Compatible

This will make it so every video you take going forward will play properly everywhere. We understand that you have videos already in the new format, so while we work to update OneDrive, you can do the following to play these videos:

  1. Navigate to the video in OneDrive

  2. Tap on the video

  3. Tap the Offline command in the top right (cloud with the download icon)

  4. Once the video is available offline you will be able to play it.

If the OneDrive app doesn't launch or keeps crashing, re-install the app:

  1. Uninstall the OneDrive app by pressing and holding the OneDrive app icon. Tap the 'X' in the corner and then accept the confirmation message to delete it.

  2. Force a restart of your device. Read the Apple Support restart instructions for your device/iOS version.

  3. Reinstall the OneDrive app from the App Store.

  4. Make sure that OneDrive is kept up-to-date by enabling it in your device's Settings > General > Background App Refresh.

The file might be open in another app. Save any changes to the file, close the app, and then try to upload the file again.

There are restrictions to filenames that can be uploaded to OneDrive. Read the full list of Invalid file names and file types in OneDrive.

A file won't upload if it doesn't fit in your available OneDrive storage space. To see how much space you have remaining or get more storage, go to your Storage page online.

The file might have been moved, renamed, or deleted before you tried to upload it. Locate the file, and then try to upload it again.

Tip: You may receive this message if you have moved the file on your computer after an automatic upload has occurred.

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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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