If files aren’t syncing between your computer and OneDrive, or you’re seeing error icons on the OneDrive taskbar/menu bar icon, work through the steps below before raising a ticket.
Check the OneDrive icon
Look for the OneDrive cloud icon in your system tray (Windows, bottom-right) or menu bar (Mac, top-right). The icon tells you what’s happening:
- White or blue cloud: Everything is syncing normally.
- Paused icon: Syncing has been paused. Click the icon and select Resume syncing.
- Red circle with white cross: There’s a problem. Click the icon to see the error details.
- Grey cloud: You’re not signed in. Click the icon and sign in with your work email address.
If the OneDrive icon isn’t visible at all, search for OneDrive in the Start menu (Windows) or Spotlight (Mac) and open it.
Common fixes
Restart OneDrive
This resolves most temporary sync issues.
Windows: Right-click the OneDrive icon > Close OneDrive. Then search for OneDrive in the Start menu and reopen it.
Mac: Click the OneDrive icon in the menu bar > Settings (gear icon) > Quit OneDrive. Then reopen it from Applications.
Check your internet connection
OneDrive can’t sync if you’re offline or on an unstable connection. Try opening a website to confirm you’re connected.
Check for file name issues
OneDrive can’t sync files with certain characters in the name. Rename any files that contain:
- Quotation marks ("), asterisks (*), colons (:), angle brackets (< >), or pipes (|)
- File names longer than 400 characters (including the full folder path)
- Files named with leading or trailing spaces
Free up storage
If your OneDrive storage is full, syncing will stop. Click the OneDrive icon and check how much storage you have remaining. If you’re running low, delete files you no longer need, or contact us if you think your storage limit needs increasing.
Check for stuck files
Click the OneDrive icon and look for any files listed as having sync problems. You’ll often see options to skip the file, resolve a naming conflict, or free up space. Follow the prompts to clear each issue.
If you’re still seeing sync errors after working through these steps, raise a support ticket and include a screenshot of the error. This helps us resolve it faster.
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