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
    2018-10-31T19:56:18+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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  2. 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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  3. Anonymous
    2018-11-01T01:28:45+00:00

    (1) You never commented on 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"

    Does anything in there seem applicable? Did you try the simple stuff in the article - like pause & restart the syncing?

    (2) For a resync - how about...?...

    (a) Right-click one of the "circular double-arrow" folders, & select "Free up space"...

    That should delete it from the computer (or is it from just that user profile?) & make it online only. The checkmark will drop off of "Always keep...", & the Status icon should become a "check in a green circle" - no longer double-arrows.

    (b) Then, right-click it & select "Always keep...", which reads it back into the (computer or profile?)

    That should constitute a resync comparable to moving the folder out of & back in to OneDrive..

    (3) I'm not sure - as you've got two user profiles - do they each have a separate set of those folders in their offline OneDrive folder? But both of them link to the same online OneDrive site?

    (a) If they link to the same site, then deleting a file in one profile will soon cause it to delete in the other one. But will "Free up space" constitute a delete? I don't know, I'd hope not.

    (b) Right-click one of those double-circle folders in each profile, & select Properties. Do they have exactly the same number of bytes?

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  4. Craig Long 18,635 Reputation points
    2018-11-01T02:10:33+00:00

    Good stuff to test out.

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  5. Craig Long 18,635 Reputation points
    2018-11-01T02:14:19+00:00

    Do any of your files have a cloud icon?  When you click on a file with a cloud icon does it download to your device?  Can you then right click and "Free up Space"?

    When you right click a file with a solid green circle that has a check mark inside can you "Free Up Space" and return it to a cloud icon?

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