If you are experiencing problems accessing OneDrive online, you can see the status of Microsoft Office Online Services at the Service Health portal. Tip: Get tech expertise with Business Assist. Connect with our small business advisors for help making Microsoft 365 products work for you and everyone in your business. Learn more. 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 upload at normal speed. WORKAROUND OneDrive does not support uploading a video as slo-mo, but we are investigating. A workaround is to Share the video from your iOS gallery to OneDrive:
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 the Screenshot 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. On macOS 12.1 "Monterey" and later, macOS and OneDrive run a new Files On-Demand experience. The macOS sync icons now look the same no matter which cloud service you use, and the macOS behavior 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:
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.com before 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:
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't added" when trying to add items to an album that has been shared with you. STATUS 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. ISSUE 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. WORKAROUND We are working on the problem, but until then:
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. 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:
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.
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
Common issuesOneDrive shows photos at the top of the My files page for quick access. If this isn't relevant to you, you can hide them temporarily.
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. 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:
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. 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:
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 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:
WORKAROUND Windows:
Mac:
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." WORKAROUND
See AlsoWhat do the OneDrive error codes mean? What do the OneDrive icons mean? Hints and tips
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