Issue

Files are not syncing between your computer and OneDrive, or you see a sync error in the OneDrive application.

Common symptoms include:

• Files missing from OneDrive

• Red X or sync error icons on files

• OneDrive showing "Processing Changes"

• OneDrive not updating recently modified files

• Cloud icon missing from the taskbar

Step 1: Check OneDrive Status

1. Locate the OneDrive cloud icon in the system tray near the clock.

   • Blue cloud = OneDrive for Business

   • Gray cloud = Not signed in

   • Red X = Sync issue

2. Select the OneDrive icon.

3. Review any error messages displayed.

Step 2: Verify Internet Connectivity

1. Open a web browser.

2. Visit a website such as Google or Microsoft.

3. Confirm you have an active internet connection.

If you are working remotely:

• Verify your internet connection is stable.

• Connect to the company VPN if required.

Step 3: Pause and Resume Sync

1. Click the OneDrive cloud icon.

2. Select the gear icon (Settings).

3. Click Pause Syncing.

4. Wait 30 seconds.

5. Click Resume Syncing.

Check if synchronization resumes.

Step 4: Restart OneDrive

1. Right-click the OneDrive cloud icon.

2. Select Quit OneDrive.

3. Open the Start Menu.

4. Search for OneDrive.

5. Launch OneDrive again.

Allow several minutes for synchronization to restart.

Step 5: Verify Sign-In Status

1. Click the OneDrive cloud icon.

2. Select Settings.

3. Confirm you are signed in with your company account.

If prompted:

• Sign in using your company email address.

• Complete any Multi-Factor Authentication (MFA) prompts.

Step 6: Check Available Storage

1. Click the OneDrive cloud icon.

2. Open Settings.

3. Review available storage space.

If your storage quota has been reached:

• Delete unnecessary files.

• Empty the Recycle Bin.

• Contact IT for assistance.

Step 7: Check for Invalid File Names

OneDrive cannot sync files containing certain characters.

Avoid:

" * : < > ? / \ |

Also avoid:

• Extremely long file names

• Very long folder paths

Rename the file and attempt to sync again.

Step 8: Check for Windows Updates

1. Open Settings.

2. Navigate to:

   Settings > Windows Update

3. Install any available updates.

4. Restart your computer.

Step 9: Restart Your Computer

A simple restart often resolves temporary OneDrive sync issues.

1. Save your work.

2. Restart the computer.

3. Allow OneDrive several minutes to resume syncing.

Contact IT If

Please contact the IT Help Desk if:

• OneDrive will not start.

• You receive repeated sync errors.

• Files are missing after syncing.

• You cannot sign in to OneDrive.

• The issue persists after completing the steps above.

When contacting IT, please include:

• Screenshot of the error message.

• File or folder affected.

• Approximate time the issue started.