Last Updated: November 8, 2024
If you are experiencing problems accessing OneDrive, you can see the status of Microsoft Office Online Services at the Service Health portal.
Important: The OneDrive sync app is no longer supported on Windows 7, 8, and 8.1. Learn more.
ISSUE
Opening or saving files within Desktop or Documents folders can cause the file's app to freeze. This occurs on macOS 15.
WORKAROUND
We are investigating the issue and will provide more information when available. Until then, please follow these steps.
Saving files
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Open Activity Monitor.
Tip: You can find it in the Applications > Utilities folder, or search for it using Cmd + Space to open Spotlight.
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In the search bar at the top right of Activity Monitor, enter OpenAndSavePanelService
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Select the process from the list. It may have very high CPU usage or show "No response".
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In the top menu bar, click the X button and then choose Force Quit.
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Quit and restart OneDrive.
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Save your Office file to another folder location.
Opening files
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Open Activity Monitor.
Tip: You can find it in the Applications > Utilities folder, or search for it using Cmd + Space to open Spotlight.
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In the search bar at the top right of Activity Monitor, enter OpenAndSavePanelService
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Select the process from the list. It may have very high CPU usage or show "No response".
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In the top menu bar, click the X button and then choose Force Quit.
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Move the file from your Desktop or Documents folder to another folder location.
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Open your file as normal.
ISSUE
This error will appear if you have two versions of OneDrive installed.
STATUS
This has been fixed, and we now support running both standalone and App Store versions of OneDrive side by side.
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:
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Open the video and tap
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Then choose OneDrive as the share option.
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
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.
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:
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The file couldn't be opened
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No file to preview
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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
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:
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Change your Microsoft Account Profile language settings to match your PC language settings (Start > Settings > Display Language).
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Sign out and close all browser windows.
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Rename your Personal Vault folder:
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Sign in to OneDrive.com
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Unlock your Personal Vault folder.
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Choose Rename from the top menu bar. This will synchronize your language settings.
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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.
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Go to the My Security Settings page.
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Switch the BT Web Protect toggle off.
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
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Check your username and password are correct by signing in to your Microsoft Account dashboard. If you can't sign in, get help here.
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Make sure you have the latest version of OneDrive.Download
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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.
Need more help?
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.
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Contact Support For help with your Microsoft account and subscriptions, visit Account & Billing Help. For technical support, go to Contact Microsoft Support, enter your problem and select Get Help. If you still need help, select Contact Support to be routed to the best support option. |
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Admins Admins should view Help for OneDrive Admins, the OneDrive Tech Community or contact Microsoft 365 for business support. |
