Fixes or workarounds for recent issues in OneDrive

Last Updated: 17 February 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: 17 February 2021

ISSUE

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

RELEASE PENDING 

Once the fix has been released, rollout will start with App Version 12.18+ on iOS and iPadOS devices. 

Last Updated: November 19, 2020

ISSUE

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

RECOMMENDED ACTION 

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.

Last Updated: November 18, 2020

ISSUE

Customers using the OneDrive app with Android 11 are not able to use the "Clean up space on your device" feature. Files already uploaded are not removed from the mobile device.

WORKAROUND 

Once files have been uploaded to OneDrive, they can be manually deleted from the device.

  1. Check your OneDrive photos or other file folder to ensure the latest pictures or files have been uploaded.

  2. Delete them from your mobile device.

    Tip: Camera roll uploading is a one-way sync, so deleting them on your phone will not remove them from OneDrive.

Last Updated: November 18, 2020

ISSUE

Some customers may see a degraded Search experience when using OneDrive on the web or their mobile device.

RECOMMENDED ACTION 

We have made some improvements to Search but are still working on the problem. You can still search your OneDrive files using your computer with File Explorer or Finder.

Last updated: 25 June 2020 

ISSUE

Some customers may not see their On This Day album summary when using OneDrive on the web.

RECOMMENDED ACTION 

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

ISSUE

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.

RECOMMENDED ACTION 

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 OneDrive.com

    2. Unlock your Personal Vault folder.

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

ISSUES

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.

STATUS: WORKAROUND

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.

ISSUE

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

Tips: 

  • 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.

STATUS: WORKAROUND

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 OneDrive.com and make them only available on your PC.

ISSUE

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

  • book1.xlsx

  • book1-desktop-computer.xlsx

STATUS: WORKAROUND

Windows:

  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.

Mac

  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 OneDrive.com.

ISSUE

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

STATUS: WORKAROUND

  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?

Online

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

Tips
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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