Problem with sign in on OneDrive

Luka Dorotić 0 Reputation points
2026-08-24T11:44:42.0933333+00:00

Hi,

I cannot log-in on one drive with my credentials,system inform me about error below.

Can you help me with solution?

Thank you in advance..

Correlation Id: a2daf695-db94-47ef-a606-7f0a93752e2e

Timestamp: 2026-08-24T11:38:00.000Z

DPTI: 315ba4a50f97f77aa0129ff6c9e51c456839ed0f8be8d41afdcfed71eb8fdc91

Message: An unexpected error occurred.

Tag: 7q6ca

Code: 2147786899

Microsoft 365 and Office | OneDrive | Other | Windows
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  1. SD - IA 178.7K Reputation points Independent Advisor
    2026-08-24T12:32:28.5466667+00:00

    Hi,

    A lot of users are reporting this issue.

    I will walk through a few steps with you. Some of these are just to help figure out what is wrong, not to fix it right away. So if nothing changes after a step, that is normal. I will keep going until we solve it.

    Please try this.

    Press Windows+R keys on the keyboard, or Right-click Start on the Taskbar and choose Run.

    Type/Paste "%localappdata%\Packages\Microsoft

    Press Enter.

    • Locate the OneAuth and IdentityCache folders.
    • Rename both folders by adding .old to their names:
      • OneAuth.old
      • IdentityCache.old
    • Restart the affected app and check whether the issue is resolved.

    I look forward to hearing from you to get the results of the troubleshooting.

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  2. AI answer

    2026-08-24T11:45:02.2+00:00

    Try these steps in order:

    1. Verify the account can sign in outside the OneDrive app.
      • For a personal account, sign in to your Microsoft account.
      • For a work or school account, sign in to Microsoft 365.
      • This confirms whether the issue is the account itself or only the OneDrive app.
    2. Make sure the correct account type is being used.
      • OneDrive sign-in can fail if personal account credentials are used for a work or school account, or the reverse.
      • In the OneDrive app, select the OneDrive icon in the taskbar notification area.
      • Select Help & Settings > Settings > Account.
      • Confirm the expected account is shown. If not, sign in with the correct account.
    3. If the OneDrive icon is gray or has a line through it, sign in again.
      • Select the grayed OneDrive icon.
      • At Set up OneDrive, enter the email address and password.
    4. If OneDrive says it is not connected, restart OneDrive.
      • Open Start and search for OneDrive.
      • Launch it again and try signing in.
      • If OneDrive is missing, install the latest version from the download page.
    5. If another or older account was previously added, unlink and relink OneDrive.
      • This is recommended when sign-in errors are caused by an old or incorrect account being attached.
    6. Reinstall OneDrive if the issue continues.
      • Note: uninstalling and reinstalling OneDrive does not remove cloud data.
      • Open Add or remove programs.
      • Under Apps & features, select Microsoft OneDrive > Uninstall.
      • Download and install the latest OneDrive app.
      • Open it and complete sign-in again.
    7. Check network blocking if sign-in still fails.
      • A firewall, VPN configuration, or internet provider can block OneDrive sign-in.
      • Test with a mobile hotspot if available.
      • If that works, check whether the current network, firewall, or provider is blocking Microsoft 365 or OneDrive access.
    8. If signing in to a work or school OneDrive site shows tenant/account mismatch errors, use the work or school Entra ID instead of a personal Microsoft account.
    9. If the issue is only with a work or school account and the correct account still cannot sign in, contact the organization’s IT admin or helpdesk.
    10. If the issue is with a personal account and it still fails after the steps above, check the OneDrive service status or contact Microsoft Support.
    AI-generated content may be incorrect. Read our transparency notes for more information.

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