Files not synced - OneDrive

Anonymous
2018-10-18T01:21:02+00:00

I am having an issue with my OneDrive synch client (they newest version) that says all files are synched, yet in the documents folder the icons do not match (and appear that the documents are not synched).  I spent 30 plus hour on the phone with Office 365 (who made matters worse at first) but then we've been able to determine with a second windows profile created (i.e. what you login windows with) that this does not occur.  They told me to contact the windows team to have them investigate my profile on the back end (i.e. their servers) as my account might have issues.  I then contacted the windows team (and asked for a supervisor) and this person (even after looking at the exact email from the Office 365 team stating my windows ID likely was corrupted) refused to help except to just delete the ID entirely.  Given this windows login ID is tied to a bunch of documents, etc. on this computer, it seems like there has to be another option.  Or how do I copy everything over to the new ID?  

***Modified the title Issue with Windows Login ID - according to Office 365 Windows team needs to fix (they say nothing they can do)***

Windows for home | Windows 10 | Files, folders, and storage

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

52 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2018-10-27T18:54:18+00:00

    Thanks! But unfortunately that is a bit of a different issue.  My OneDrive is actually the OneDrive for Business synch client (although it is the updated version that apparently can synch both business and non-business (it is the version that MS Office suggests you use - Next Generation synch client I believe is what they call it ) so it is not tied to the Documents folder (you actually have to choose which files synch).  MS Office techs specifically put this version on my machine 

    https://support.office.com/en-us/article/new-onedrive-sync-client-release-notes-845dcf18-f921-435e-bf28-4e24b95e5fc0?ui=en-US&rs=en-US&ad=US 

    However, windows does not (unless you have the enterprise edition) allow you to use your MSOffice Business login for the windows login to open your computer and you have to use your "regular" windows login.  This should not be a problem, but in my case, they (MS Office team) believe there is some corrpution with my Windows profile that the Windows team can fix - I just can't seem to get anyone competent to want to look into what is wrong on the back-end.  All they want to do is entirely delete my windows profile (which is not an option given what is connected to this profile). 

    Just seems sort of bogus if you know what I mean.

    Was this answer helpful?

    1 person found this answer helpful.
    0 comments
  2. Anonymous
    2018-10-28T02:20:35+00:00

    I don't know what's going on with those experts. I'm thinking things are better in your new account maybe because the OneDrive settings are different. I don't have Office, but I think we probably have the same version of OneDrive. Right-click the OneDrive icon in the Tray, & select "Settings". What version is it at the About tab...?...

    That version line is a link. When I click it, it goes to the OneDrive download site you posted. You are not Enterprise or an Insider, so I bet we are the same. Then, the crucial setting is at the Account tab. Ensure the folders & files you want to sync are selected...

    If you have Files On-Demand set at the Settings tab... 

    Edited 10/28: It seems one needs also to click the OneDrive icon in the Tray & select "Open folder", right-click each folder, & select "Free up space" for the ones you want to be offline (until accessed). Those will then have a cloud for an icon. After accessing them, they get the "circled check" icon, & I believe you will need to manually free up the space again, if desired.

    Was this answer helpful?

    0 comments
  3. Anonymous
    2018-10-27T18:58:17+00:00

    As stated in my original post and below  - the One Drive MS Office team has looked into this (spent over 30 hours on the phone with them) and the issue is not with OneDrive, but with my Windows profile which they believe has some sort of corruption on the back-end.  Given when we created a second "test" WIndows profile, the issue does not occur.  This team even wrote notes describing that the issue is with my Windows profile and to have the Windows team look into (or re-sych) on the back-end my profile.  Instead, all the Windows team wanted to do was delete my profile entirely.  There clearly is a way to re-synch windows profiles and I had this done before years ago.  I just can't find someone on the Windows side who wants to investigate and file a ticket to re-synch my Windows profiles

    Was this answer helpful?

    0 comments
  4. Craig Long 18,635 Reputation points
    2018-10-18T15:51:44+00:00

    You may have two Documents folders.  Since you are syncing the Documents folder to OneDrive you need to use the Documents folder located in OneDrive.  Go to the OneDrive Settings > Auto Save > "Update folders" to make sure you are syncing the Documents folder to OneDrive.

    You can include the OneDrive Documents folder to the Documents folder in the library or even create a new library for your OneDrive Documents.

    I'm not sure that is the problem you are facing however.

    Was this answer helpful?

    0 comments
  5. Anonymous
    2018-10-18T12:10:37+00:00

    Hello Hoyas97,

    Thank you for writing to Microsoft Community Forums.

    The OneDrive issue are supported by OneDrive in-app support team.

    Follow the below steps:

    1. Sign in to OneDrive.com from any web browser.
    2. Click on ‘?’ help icon on the top banner of the page.
    3. Select Email OneDrive support.
    4. Submit your question and follow the prompts to request support.

    Hope it helps.

    Let us know if you got the help you needed by clicking Yes or No.

    Mala.S

    Microsoft Community - Moderator

    Was this answer helpful?

    0 comments