I haven't been able to access my OneDrive Personal Vault in the past few days. I've tried multiple ways (PC, iOS app, webpage) but none works - on the iOS app, it prompted me to setup personal vault even though I've done the setup a long time ago. After completing authentication, the app popped up with "Unable to complete Personal Vault setup, please try again in a few minutes". I tried removing the app and started fresh and that didn't help. on webpage, after authentication, it popped up saying "There was a problem unlocking your Personal Vault". I tried both Edge and Chrome and got the same results. on PC, onedrive can't unlock my personal vault, and popped up with error code 0x8004db90. I tried unlinking onedrive and relinking it and that didn't help. Overall this feels like an authentication issue but somehow only affects personal vault access.. If anyone has any suggestions I'd greatly appreciate it!

Still without my data and being ignored by Microsoft!!!

Finally I got access to my Personal Vault today (13/09/2024), 4 days after I lost it. Seen messages here that people have lost access for weeks. I think the trick to getting this resolved faster (although why it failed in the first place is beyond me, given that Microsoft offer this premium security service to store critical and most private documents - it should never fail in this way !) Log a call with OneDrive Support. Go to OneDrive online view, click the ? in the top right corner, scroll down the list and click Contact Support and follow instructions on logging the call. Keep chasing them every day for a fix by replying to their email chain as they simply just state "we are still looking at this" basically. Not sure this helped to get it resolved quicker but it may have done !

Today after a month of waiting I was finally able to access my personal vault both on the pc and One Drive. Although I created a case with support, the information they gave me is the same as everyone else “I had to be patient until it was solved”. Without a doubt I already took the backup of the files, but I hope and hope that this incident does not happen again.

Dear Sharon - I have recieved previously a letter from Nicrosoft support where they ask to send them the HAR file ( I think thats how its called ). And I send it. After one week I think the vault opened for me. You will need to write to support describing the issue. Thats how I got the email from them. Hope the problem solves for you too as soon as possible.

Seriously, what is happening here? The Personal Vault has been down for a month and a half now, this is totally unacceptable. Tracy - please give us a fix asap. Some users mentioned that they can get in, is there a method they know which we don’t?

OneDrive Personal Vault cannot unlock, error code 0x8004db90

Anonymous

I haven't been able to access my OneDrive Personal Vault in the past few days. I've tried multiple ways (PC, iOS app, webpage) but none works -

on the iOS app, it prompted me to setup personal vault even though I've done the setup a long time ago. After completing authentication, the app popped up with "Unable to complete Personal Vault setup, please try again in a few minutes". I tried removing the app and started fresh and that didn't help.
on webpage, after authentication, it popped up saying "There was a problem unlocking your Personal Vault". I tried both Edge and Chrome and got the same results.
on PC, onedrive can't unlock my personal vault, and popped up with error code 0x8004db90. I tried unlinking onedrive and relinking it and that didn't help.

Overall this feels like an authentication issue but somehow only affects personal vault access.. If anyone has any suggestions I'd greatly appreciate it!

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.

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124 answers

Anonymous

2024-09-23T21:26:07+00:00

Still without my data and being ignored by Microsoft!!!
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Anonymous

2024-09-13T12:11:20+00:00
Finally I got access to my Personal Vault today (13/09/2024), 4 days after I lost it.

Seen messages here that people have lost access for weeks. I think the trick to getting this resolved faster (although why it failed in the first place is beyond me, given that Microsoft offer this premium security service to store critical and most private documents - it should never fail in this way !)
1. Log a call with OneDrive Support. Go to OneDrive online view, click the ? in the top right corner, scroll down the list and click Contact Support and follow instructions on logging the call.
2. Keep chasing them every day for a fix by replying to their email chain as they simply just state "we are still looking at this" basically.
Not sure this helped to get it resolved quicker but it may have done !
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Anonymous

2024-09-11T14:16:02+00:00

Today after a month of waiting I was finally able to access my personal vault both on the pc and One Drive. Although I created a case with support, the information they gave me is the same as everyone else “I had to be patient until it was solved”.

Without a doubt I already took the backup of the files, but I hope and hope that this incident does not happen again.
Was this answer helpful?

0 comments No comments
Anonymous

2024-09-11T09:19:23+00:00

Dear Sharon - I have recieved previously a letter from Nicrosoft support where they ask to send them the HAR file ( I think thats how its called ). And I send it. After one week I think the vault opened for me. You will need to write to support describing the issue. Thats how I got the email from them. Hope the problem solves for you too as soon as possible.
Was this answer helpful?

0 comments No comments
Anonymous

2024-09-11T00:59:00+00:00

Seriously, what is happening here?

The Personal Vault has been down for a month and a half now, this is totally unacceptable.

Tracy - please give us a fix asap. Some users mentioned that they can get in, is there a method they know which we don’t?
Was this answer helpful?

0 comments No comments