Fixes or workarounds for recent issues in OneDrive

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:

1. Open the video and tap 

2. Then choose OneDrive as 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 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.

Update

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:

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.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:

• 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'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:

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 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:

1. Change your Microsoft Account Profile language settings to 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 to OneDrive.com

   2. Unlock your Personal Vault folder.

   3. Choose Rename from the 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 to OneDrive.

1. Sign in to your BT account.

2. Go to the My Security Settings page.

3. Switch the BT Web Protect toggle off.
   
   

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 your Microsoft Account dashboard. If you can't sign in, get help here.

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 OneDrive for more information.