Troubleshooting OneDrive Issues

Tags onedrive

OneDrive Sync software settings are applied to primary user and multi-user office or research lab workstations via the "Corp - OneDrive Sync" device configuration profile which is assigned to these groups:

  • zO365 - Devices - Primary User Desktops
  • zO365 - Devices - Primary User Laptops
  • zO365 - Devices - Multi-user Desktops
  • zO365 - Devices - Multi-user Laptops

The following settings are enabled via the above profile:

  • Silently sign in users to the OneDrive sync app with their Windows credentials
  • Silently move Windows known folders to OneDrive
  • Use OneDrive Files On-Demand
  • Set the sync app update ring to "Production"
  • Disable the tutorial that appears at the end of OneDrive Setup
  • Require users to confirm large delete operations
  • Sync Admin Reports

Note that this profile is not applied to multi-user computers in computer labs, classrooms, etc. where local storage is typically disabled, so syncing of files from OneDrive would not make sense.

Basic Troubleshooting

To see which version of OneDrive Sync software is installed and to check for sync conflicts and errors, open OneDrive Sync Health dashboard.

Resetting OneDrive Sync Client

Resetting OneDrive can often resolve sync issues without having to re-install OneDrive sync client. OneDrive will perform a full sync after the reset. You won't lose any data by resetting OneDrive. To reset OneDrive sync client on a Windows computer:

  1. Open a Run dialog by pressing Windows key and R.
  2. Copy this and paste it into the dialog window then press OK

    %localappdata%\Microsoft\OneDrive\onedrive.exe /reset 

    If you see a "Windows cannot find..." message, copy and paste this instead, then press OK.

    C:\Program Files (x86)\Microsoft OneDrive\onedrive.exe /reset

  3. Manually restart OneDrive by going to Start menu, type OneDrive in the search box, and then click on the OneDrive desktop app.

For instrucitons on how to reset OneDrive on a macOS, Android or iOS device, please click the corresponding link.

Known Issues

OneDrive is stuck on "Sync pending"

On some computers, OneDrive is stuck on "Sync pending" and is never able to complete synchronisation of files. There could be several different root causes of this issue. For more information and torubleshooting instructions, please see Microsoft's article OneDrive is stuck on "Sync pending"

Syncing is disabled

In some cases, a registry key responsible for disabling syncing gets activated. To verify and correct this, 

  1. Search regedit in Search Box of Windows 10.
  2. Click on Registry editor to Open Registry Editor.
  3. Now, In the Registry Editor Browse to the following Location.
  4. Double click on DisableFileSyncNGSC and make sure the value data is set to 0.
  5. Double click on DisableFileSync and make sure the value data is set to 0.

Additional Information

What do the OneDrive icons mean?

Invalid file names and file types in OneDrive and SharePoint

OneDrive sync reports in the Apps Admin Center



Article ID: 108744
Fri 5/29/20 11:24 AM
Thu 12/9/21 3:23 PM