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

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  1. Anonymous
    2018-10-31T20:01:35+00:00

    Thanks Craig!  They do appear with the test windows profile and work perfectly fine.  There are many folders that have the problem so it is not an easy task to take out and put back - but given they appear fine in the Windows test profile perfectly fine, that's why Office 365 believes there is an issue with my Windows profile.  I just can't get the Windows team to look into it - just need to figure out how to get a competent windows tech on the phone (or in here) to actually file a ticket to investigate if my Windows profile needs to be re-synched (what Office 365 thinks).  After 2 hours on the phone with Windows and them clearly not wanting to do anything and "closing the ticket" when the issue is not resolved, I gave up.  But maybe I just need to call another number or ask for a second supervisor (it was a supervisor I was speaking with). 

    Thanks for investigating!

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  2. Anonymous
    2018-10-31T19:56:18+00:00

    Thanks Craig!  Not sure I understand this point?? When I right click those options are there and are checked to always keep on the device for all the files (yet some have correct synch icons and others do not).  What is even more bizarre though is that when you go into the folder that shows it is still synching, all the files appear to be synched (so again appears to be some "flaw" in the synch status icon.  When the "test" windows profile is used - none of the issues are there - hence why Office 365 and the OneDrive experts there are confident it's a Windows profile issue that the Windows team needs to fix on their back-end.  But who knows!

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  3. Anonymous
    2018-10-31T01:37:23+00:00

    (1) What about that article...?...

    https://support.office.com/en-us/article/onedrive-is-stuck-on-processing-changes-b386b813-9b66-4e47-8c4c-2b45533edccd

    OneDrive is stuck on “Processing changes"

    (2) What if you empty out OneDrive?

    (a) Turn off file protection at that "Auto Save tab, Update Folders button".

    (b) Turn off Files On-Demand.

    (c) Move the contents of "C:\Users<Username>\OneDrive<Folder name>"

                                         to "C:\Users<Username><Folder name>"

    Something like that. After (a) the Desktop, Pictures & Documents folders can be handled just by moving the full contents, subfolders & all. For any other folders in OneDrive (like Downloads), right-click the folder, & see whether it has a Location tab. If so, use that to move it, & check whether the contents went with it. If not, move the contents manually for those too.

    After all that - are those circular double-arrows gone at long last? If so, reverse the process so that all is back the way it was.

    (3) What are these folders & do they exist in the "test" profile (that works)...?...

    Maybe just try moving out the ones that won't sync. Do they have files that are constantly updated by Windows or by an app that is installed?

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  4. Craig Long 18,635 Reputation points
    2018-10-31T01:16:30+00:00

    When you right click a file do you have options like "Always keep on this device" and "Free up space" on the right click context menu?

    If you don't you do not have Files-On-Demand activated.  When activated it may take 24 hours to resync with the new icons.

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  5. Craig Long 18,635 Reputation points
    2018-10-31T01:07:27+00:00

    Is it just the sync client that is giving you problems?  Is everything else OK with your account?

    Can you access your files without problems at onedrive.com?

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