Troubleshoot OneDrive for iOS app problems

If your OneDrive videos won't play, only have sound, of buffer a lot when you're connected to a mobile phone network, you may need to choose one of these alternatives.

• Connect to Wi-Fi. Some devices and networks can have limited bandwidth at certain times.

• Download the video. Select the video, then choose to download.

• Make the video offline. Select the video, then then Make available offline.

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.

As of 7/30/21, to use the Whiteboard sharing feature, iOS users must be on app version 12.2.6 or greater. Please update to the latest version to use the Whiteboard sharing feature. Note that this feature is only available for OneDrive for work or school accounts, and not home and personal plans.

If your camera roll is missing some photos, it may be because multiple photos have the same timestamp. This can happen if you take burst photos, or receive multiple photos from messaging apps.

To ensure all your photos are uploaded to OneDrive, follow these steps:

1. Open your OneDrive mobile app.

2. Go to Files and browse to where you want the photos to be.

3. Select   to add the missing file(s).

The OneDrive app does not sync files automatically.

The OneDrive app lets you upload your camera roll and other pictures and lets you download any files you have at OneDrive.com. 

With iOS 11, Apple introduced new image and video formats that are not compatible with many devices and services. Make sure that OneDrive is kept up-to-date by enabling it in your device's Settings > General > Background App Refresh.

To return your videos back to the standard format, please do the following:

1. Go to iOS Settings

2. Tap Camera

3. Tap Formats

4. Select “Most Compatible”

This will make it so every video you take going forward will play properly everywhere. We understand that you have videos already in the new format, so while we work to update OneDrive, you can do the following to play these videos:

1. Navigate to the video in OneDrive

2. Tap on the video

3. Tap the Offline command in the top right (cloud with the download icon)

4. Once the video is available offline you will be able to play it.

If the OneDrive app doesn't launch or keeps crashing, re-install the app:

1. Uninstall the OneDrive app by pressing and holding the OneDrive app icon. Tap the 'X' in the corner and then accept the confirmation message to delete it.

2. Force a restart of your device. Read the Apple Support restart instructions for your device/iOS version.

3. Reinstall the OneDrive app from the App Store.

4. Make sure that OneDrive is kept up-to-date by enabling it in your device's Settings > General > Background App Refresh.

The file might be open in another app. Save any changes to the file, close the app, and then try to upload the file again.

There are restrictions to filenames that can be uploaded to OneDrive. Read the full list of Invalid file names and file types in OneDrive.

A file won't upload if it doesn't fit in your available OneDrive storage space. To see how much space you have remaining or get more storage, go to your Storage page online.

The file might have been moved, renamed, or deleted before you tried to upload it. Locate the file, and then try to upload it again.

If the app and its files are taking up a lot of storage on your mobile device, follow these steps.

1. Open the iOS Settings app and select General then iPhone storage.

2. Select Offload Unused Apps.

3. Scroll down and select OneDrive.

4. Select Offload App.

5. You'll get a message informing you that the app will be deleted, but its documents and data will remain. Tap Offload App.