Fixes or workarounds for recent issues in OneDrive (2024)

ISSUE

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 uploadat normal speed.

WORKAROUND

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

1. Open the video and tap

2. Then chooseOneDriveas the share option.

ISSUE

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

WORKAROUND

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 OneDrive.com.

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.

Workaround

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

ISSUE

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.

RECOMMENDED ACTION

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

ISSUE

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".

RECOMMENDED ACTION

Update your OneDrive to the latest version.

Update

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

The macOS sync icons now look the sameno matter which cloud service you use, and the macOSbehavior might be new to you.

Learn more.

ISSUE

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

WORKAROUND

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

ISSUE

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

WORKAROUND

Please sign in to onedrive.combefore clicking the sharing link.

Last Updated: November 22, 2021

ISSUE

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.

STATUS

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

Last Updated: November 22, 2021

ISSUE

Some customers may see the error "items weren'tadded" when trying to add items toan album that has been shared with you.

STATUS

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

ISSUE

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

SharePoint online is not affected.

WORKAROUND

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

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 bya VolumeID change which happened as part of the OS upgrade.

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

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 settingsto 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 toOneDrive.com

   2. Unlock your Personal Vault folder.

   3. Choose Rename fromthe 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 toOneDrive.

1. Sign in to your BT account.

2. Go to the My Security Settings page.

3. Switch the BT Web Protect toggle off.

   

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

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

SOLUTIONS

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

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

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 OneDrivefor more information.

OneDrive shows photos at the top of theMy filespage 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 yourOneDrive Photos optionsand selectHide for now.

• To stop getting "On this day" notifications on the web, open yourOneDrive web notificationsand deselectOn this day memories.

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

The OneDriveBackup 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 learnhow to change your OneDriveBackup settings, readFiles save to OneDrive by default in Windows 10.

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.

WORKAROUND

Toshow 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 seea differencebetween Size and Size on Diskwhen viewing file, folder or drive properties.This could be because of the following reasons:

1. TheOneDrive Files On Demand feature doesn't download the fileto your computer, only a placeholderor link to it.

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

For more information, read whyOneDrive 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 OneDrive.com 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.

ISSUE

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

• book1.xlsx

• book1-desktop-computer.xlsx

WORKAROUND

Windows:

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

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

3. Delete thePreSignInSettingsConfig.jsonfile.

Mac:

1. From Spotlight search type “keychain” andselect "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:

• Download for Windows

• Download for Mac

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 addyour account to OneDrivefor Mac, you may receive the error: "You're already syncing this account."

WORKAROUND

1. From Spotlight search type “keychain” andselect " 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 deleteUBF8T346G9.OneDriveSyncClientSuite.plist and UBF8T346G9.OfficeOneDriveSyncIntegration.plist

6. RestartOneDrive.