Mac Onedrive app: shared folders don't appear in Finder any more, and files seem to be online only.

Anonymous
2024-06-09T10:31:20+00:00

I had a folder shared with me, and I could fully sync it to my own mac - all the office files were available offline on my own mac (word, excel, ppt). It appeared as a folder in Finder in the Onedrive folder.

Since yesterday the shared folder has disappeared from finder, and all the files are no longer on the mac. They don't show up in a spotlight search. The folder has been replaced by a url that opens the shared folder online.

The folder is fully available when I access Onedrive through the web.

I can also open the shared files on Onedrive through the native Mac apps, if they appear in recent files, or browse to "Online locations", but these only show the recent locations that I had accessed through finder. I can't browse the entire folder through an app.

I have tried the following:

  • restarted the Mac
  • Signed out of Onedrive and signed back in again
  • Uninstalled and reinstalled Onedrive
  • In the web Onedrive I have clicked "add shortcut to my files". This places a url to the oneline folder in finder, which is useless.
  • Reset Onedrive via "Show Package Contents", etc....

Happening on both Mac M2 Air and Macbook Pro Intel, both have current versions of SW for both Mac and Office.

Microsoft 365 and Office | OneDrive | For home | MacOS

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  1. Anonymous
    2024-06-25T04:47:33+00:00

    It seems like Microsoft don't care at all about this issue - there has been no practical response from them about a core service failure.

    I'd like to know if there will be compensation for failure to provide a service we are paying for.

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  2. Anonymous
    2024-06-25T04:56:36+00:00

    Hi, all & DavidSwan2

    Our Community Support is closely monitoring all issues and relaying them to the developers for real-time resolution. We are diligently collaborating with internal operations, but resolution may require some time, so your patience is appreciated.

    We sincerely thank you for any understanding and support you can provide.

    Chandy.L

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  3. Anonymous
    2024-06-25T05:02:02+00:00

    It seems like Microsoft don't care at all about this issue - there has been no practical response from them about a core service failure.

    I'd like to know if there will be compensation for failure to provide a service we are paying for.

    Absolutely reasonable question - was thinking the same myself.

    I am extremely frustrated with Microsoft with this issue.

    1. This is really poor product performance;
    2. Issue has been present for a long time with still no fix;
    3. Communication from Microsoft to it's paying users has been extremely poor.

    I read somewhere that to have a OneDrive account, an email is required. Why don't Microsoft simply email it's paying users with a summary of the issue, what they're doing to fix it, and their estimated timelines on rectification.

    We are paying for a service that is simply not being provided - compensation is the very least they can do!

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  4. Anonymous
    2024-06-25T05:10:49+00:00

    If there was real time resolution this would have been fixed on 9th June, 2 weeks ago.

    In reality there is no evidence that this is being addressed. There is no technical description of the problem and no timeline for resolution.

    Even the OneDrive support team have stopped communicating. I last received an email from them on 12th June, since then it's been silence.

    I assume they know that we are not having a 'lovely day'.

    **From:Microsoft OneDrive Support <****@microsoftsupport.com>
    **Date:**Wednesday, 12 June 2024 at 5:58 PM
    **To:**David Swan .
    **Subject:**2024Jun09 Web odsp-web-prod_2024-05-24.009 en-US - DoNotEdit:7043393751

    Hello David,

    Thank you for contacting OneDrive support. We hope you are doing well!

    We are discussing the case with our investigation team. We will get back to you as soon as possible.

    Your time and patience will be highly appreciated.

    We hope you have a lovely day ahead! 

    Thank you,
    Tahir H
    OneDrive Team.
    Working hours: 6:00 PM to 2:30 AM (Pacific Standard Time).

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  5. Anonymous
    2024-06-25T15:52:21+00:00

    Hi @Chandy.L,
    we really need to know the real update regarding the issue. Support uses fancy words but we still don't know anything.

    Is there any time frame when you think that fix will be provided?

    Do you know root cause of the issue?

    You have mentioned that migration to new platform causes it? Do you stopped migration to prevent other users from this issue?

    What this new platform?

    Does MS plan to introduce some restrictions to private customers regarding Shared Folders?

    Why communication regarding this issue is done so poorly?

    Etc.

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