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Apr 19, 2021 NOTE: The OneDrive for Business Next Generation Sync Client is supported on OS X version 10.9 and above. The new OneDrive for Business sync client doesn't yet support syncing site libraries or on-premises instances of OneDrive for Business (when your organization doesn't subscribe to Office 365). Office 365 - OneDrive for Business Mac sync client. OneDrive for Business is part of Office 365 and offers the ability to store files in the cloud, access them from multiple computers, and share them with others. Accessing OneDrive for Business using a Mac can accessed on a college owned device by downloading and installing the client at. Install and set up the OneDrive sync app by following the instructions in Sync files with OneDrive on macOS. To install the OneDrive sync app for Mac, a user has to be an administrator on the Mac or know an administrator account name and password. Download the installer package file to your local network, and then use your software distribution.

Original KB number: 10104

Summary

This article is for anyone who can't sync OneDrive for Business. You'll find detailed troubleshooting steps towards resolving the sync issues. The estimated time of completion is 5-10 minutes.

Note

To determine which OneDrive sync client you're using, see Which OneDrive sync client am I using?
If you are using OneDrive not OneDrive for Business, and you encountered sync issue, you can look for the solutions in Fix OneDrive sync problems.

Update OneDrive for Business to the current release

If you come from the article Fix OneDrive sync problems, see Is the library configured to be available offline? to begin at the next step.

OneDrive for Business is updated frequently. If you don't have the most current version of the groove.exe sync app, you might have problems syncing. Follow these steps to make sure you have the latest version.

Before we are starting to troubleshoot OneDrive for Business sync issue, we'd better to do some basic checking at first.

Review conflicts

Sometimes a conflict is detected between the local and server copies of files you're trying to sync.

When a conflict is detected, you may see a sync error notification briefly. After that, the OneDrive for Business icon will display an error indicator in your system tray.

To resolve the conflict, right-click or press and hold the OneDrive for Business icon, and then choose Resolve. You will see the options available for your conflict.

If a conflict occurred with an Office file type, you should see the following options:

• Open to Resolve opens the file in a coauthor view. First select Save to refresh the open copy with the new content. That will appear highlighted, so you can easily reconcile changes.
• Save a Copy lets you save a copy of your version outside the synced folder.
• Discard discards your changes and fetches the new version from the server.

In most cases, you will you'll choose Open to Resolve.

If a conflict occurred with a non-Office file type, you should see the following options:

• Choose displays information about both versions, and lets you choose whether to keep the server version, your version, or both. Only the server version is saved in the synced folder and library.
• Save a Copy lets you save a copy of your version outside the synced folder.
• Discard discards your changes and fetches the new version from the server.

In some cases, OneDrive for Business may not mark conflicts in a non-Office file as an error, but instead save both versions locally. This results from editing conflicts. Editing conflicts with Office files are reported as sync problems and you can fix them as described above. But editing conflicts with other types of files are not reported as sync problems. Instead, OneDrive for Business creates a new version of the file, and appends the device name to the file name. For example:

When you see this happen, it's up to you to decide how to treat these file versions. You might consider one of these actions:

• If possible, compare the file versions by opening them in an application, merge changes into one, consolidated version, and then delete the other versions.
• Rename file versions to distinguish them.
• Keep both versions of the file.

Note

OneDrive for Business will create up to 10 conflict versions for these types of files.

Did this solve your problem?

• If yes, we're glad that your issue is resolved.
• If no, see Clear cached files.

Clear cached files

Sometimes, the Microsoft Office Upload Center may affect the OneDrive for Business syncing with SharePoint library, it also may stop the SharePoint sync from progressing.

Try clearing cached files from Upload Center. To do this, follow these steps:

1. In the notification area of your task bar, find the Microsoft Office Upload Center icon, which is a white up-arrow in an orange circle. (If there are two of these, use the darker one.)
2. Right-click the icon, and then choose Settings.
3. Choose Delete cached files.
4. Confirm by choosing Delete cached information.

Did this solve your problem?

• If yes, we're glad that your issue is resolved.
• If no, see Stop and resync your libraries.

Stop and resync your libraries

If you're seeing a large number of errors, and you'd rather not try to resolve each one individually, you might consider starting over: Stop syncing the library, and then sync it again, getting fresh data.

When you stop syncing a folder, this simply disconnects the folder from the library. All files are retained in both the previously synced folder and in the library. Before you sync the library to a new folder, you may want to rename the old one, so that the expected name is available for the new folder. Otherwise, the new folder will be named as a copy, for example, OneDrive @ Contoso 1. Unless you specified a different location for your folder, the folder is located at C:Users<username>OneDrive @ <organization name>.

Important

Do not rename the synced folder after the sync is established. That will break the sync relationship.

• To stop syncing a library, follow these steps.
• To start syncing a library again, follow these steps.

Did this solve your problem?

• If yes, we're glad that your issue is resolved.
• If no, see Reset the OneDrive for Business cache.

Restrictions and limitations

Sometimes the content you try to sync may not be supported. There are several restrictions on the number of items, size, and file names that might cause your sync to stop.

Read this article to understand limits to the number of items that can be synchronized, size limits, character limits for files and folders, invalid characters and invalid file types. Make sure the files you are trying to sync do not fall into the restrictions or limitations stated in the article. The article also has an automated method for you to rename files and folders so that it will conform with the current requirements of the service.

Did this solve your problem?

• If yes, we're glad that your issue is resolved.
• If not, see Repair a sync connection.

Is the library configured to be available offline

A SharePoint administrator may prohibit syncing for a SharePoint site or library. In this case, you will see the following symptoms:

• When you view the library in a browser, the Sync button is missing.

• When you try to sync the library, you receive the following error:

  Options set for this library by your administrator prohibit users from syncing it to a local computer. For more information, see your SharePoint administrator.

If you're not a SharePoint administrator, work with your SharePoint administrator to enable syncing of the site.

If you are a site administrator, use the following steps to confirm the site is available for syncing.

1. Browse to the SharePoint site.
2. Choose the Settings gear, then choose Site Settings.
3. In the Search section, choose Search and Offline Availability.
4. In the Offline Client Availability section, choose Yes.
5. Choose OK.

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If you are an administrator of the library, use the following steps to confirm the library is available for syncing.

1. Browse to the library.
2. Choose the Library tab then choose Library Settings.

   Note

   If you don't have the Library tab, select the Gear icon for the Settings menu and then select Library settings.

3. This is a section to insert various notes.
4. In the General Settings section, choose Advanced Settings.
5. In the Offline Client Availability section, choose Yes.
6. Choose OK.

Did this solve your problem?

• If yes, we're glad that your issue is resolved.
• If no, see Confirm or correct your credentials.

Confirm or correct your credentials

If you are not signed in to the SharePoint Online site, you should log in and select the Keep me signed in option to make sure the OneDrive for Business synchronization process works well.

When you supply credentials, be sure to use the credentials associated with the library. In most cases, this will be your Office 365 credentials.

Did this solve your problem?

• If yes, we're glad that your issue is resolved.
• If no, see Review conflicts.

Repair OneDrive for Business or Office installation

Before you try uninstalling and reinstalling, try repairing OneDrive for Business or Office. Repairing your Office installation can often resolve issues without the need to uninstall and reinstall. Follow this article to learn how to repair Office programs.

Did this solve your problem?

• If yes, we're glad that your issue is resolved.
• If no, see Uninstall and reinstall OneDrive for Business or Office.

Reset Internet Explorer

If previous troubleshooting steps do not help, and other people can sync the library, you may have a custom Internet option that is interfering with the sync. You can try resetting Internet Explorer to its default state, or you can open a support case with Microsoft.

Note

Resetting Internet Explorer removes all previous customizations of Internet Options. This process cannot be undone.

Did this solve your problem?

• If yes, we're glad that your issue is resolved.
• If no, see Your issue was not resolved.

Your issue was not resolved

Sorry, but we cannot resolve this issue by using this guide. Here are some other ideas that might help you resolve the problem:

• Use the self-help options on the Office 365 Community website.
• Create a support incident at Microsoft Online Services support. Ask your IT administrator to use the above link to create a new support incident.

Repair a sync connection

You can fix sync errors you get while using the OneDrive for Business sync app by choosing View sync problems... in the OneDrive for Business menu. The error dialog recommends solutions for each sync error.

You can also clear all sync errors at once by repairing the sync connection for your OneDrive for Business libraries. Follow these steps to run the Repair command.

Did this solve your problem?

• If yes, we're glad that your issue is resolved.
• If no, see Review conflicts.

Reset the OneDrive for Business cache

Sometimes the OneDrive for Business cache needs to be removed and rebuilt in order to sync.

Did this solve your problem?

• If yes, we're glad that your issue is resolved.
• If no, see Repair OneDrive for Business or Office installation.

Uninstall and reinstall OneDrive for Business or Office

The steps to uninstall and reinstall either OneDrive for Business or Office depend on whether you installed the applications through a setup program (MSI), or through Click-to-run. Read this article to learn how to tell how Office or the OneDrive for Business sync app was installed.

If you installed Office through Click-to-run, do the following:

• To uninstall Office, follow these steps.
• To reinstall Office, follow these steps.

If you installed Office applications through a setup program (MSI), do the following:

• To uninstall Office from the Control Panel, follow these steps.
• To reinstall Office, contact your organization's administrator for installation media.

If you installed the OneDrive for Business sync app through a setup program (MSI), do the following:

• To uninstall the sync app from the Control Panel, follow these steps.
• To reinstall the sync app, follow these steps.

Did this solve your problem?

• If yes, we're glad that your issue is resolved.
• If no, see Reset Internet Explorer.

Microsoft OneDrive is a robust but simple-to-use cloud storage platform for small businesses, enterprises, and everything in between. Unlike other cloud storage providers, most of the advanced enterprise-focused features in OneDrive are available for every subscription type, enabling organizations to use OneDrive in whatever way benefits them the most. This guide focuses on the deployment and configuration options that make the most sense for small businesses looking to use OneDrive. From there, these organizations can select whatever other management capabilities they require. For the full deployment guide, which contains other methods of deploying, configuring, and managing OneDrive, see OneDrive guide for enterprises.

Getting started with OneDrive

OneDrive is effective in even the largest enterprises, but it still has a small, easy-to-implement footprint that small businesses can take advantage of. After all, small businesses are often at highest risk for losing files on failed devices because few are concerned with centralized storage and backups. By using OneDrive, however, your small business can keep files safe, and your users can easily access them from all their devices.

To get started with OneDrive, follow these steps:

1. Review basic OneDrive information. Start by reviewing the introductory OneDrive information available at the OneDrive help center. You'll get answers to many of your questions, including the OneDrive experience and how it works.

2. Set up a Microsoft Office 365 subscription. You must set up a subscription to use OneDrive, but you aren't required to purchase all the applications in the Microsoft 365 suite. To get started, follow the steps in Set up Microsoft 365 Apps for business.

3. Add OneDrive licenses. Review your plan options in Compare OneDrive plans, and then add the licenses you need.

When you've completed these tasks, you're ready to plan for, deploy, and configure the OneDrive sync app and applications. To do that, complete these three simple steps:

1. Plan for adoption. For small businesses, planning for user adoption can be as simple as individually showing your users how to use OneDrive. Often, small business customers don't consider this step for new applications, and that can negatively affect the application's success. The section Adopt OneDrive provides helpful resources for OneDrive adoption.

2. Install and configure. Sync apps are available for the Windows and macOS operating systems that provide a seamless experience for users interacting with their files. Most small businesses start by installing the sync app on their users' devices, and then consider the OneDrive mobile apps later. In fact, you may already have the OneDrive client on your devices. Devices running the Windows 10 operating system and devices running Windows or macOS with Microsoft Office 2016 or later will have the OneDrive sync app already. For information about how to install and configure the OneDrive sync app and mobile apps, see the section Install and configure OneDrive.

3. Manage OneDrive. For many small businesses, managing OneDrive is optional. You could simply install and configure OneDrive and leave it at that. If you want to use advanced features of OneDrive or add device sharing or access restrictions, however, you can easily manage those and other settings in the OneDrive admin center. For more information about managing OneDrive, see the section Manage OneDrive.

Key OneDrive features for small businesses

Unlike most other cloud storage providers, OneDrive not only provides robust features to small businesses out of the box, but it also makes most of its advanced features available to them. This gives small businesses the flexibility to use advanced features based on the needs of their organization.

The features listed in this section address common customer concerns or specific compliance requirements, or provide unique functionality available only in OneDrive. For a full list of features available across OneDrive plans, see Microsoft OneDrive.

Note

The information in this section is for awareness purposes only and is not required to install and use OneDrive.

OneDrive Files On-Demand

OneDrive Files On-Demand enables users to view, search for, and interact with files stored in OneDrive from within File Explorer, without downloading all the files to their device. The feature provides a seamless look and feel for both OneDrive and local files without taking up space on the local hard drive. As shown in the following screenshot, files that have not been downloaded have a cloud icon for their status. For those files that have been downloaded, the status shows a green checkmark.

By default, files are downloaded only when you need to access them. However, if you plan to access a file while disconnected from the internet, simply make the file available offline by right-clicking it, and then selecting Always keep on this device. Alternatively, if you want to free space on your device and remove the downloaded copy of a file, right-click the file, and then select Free up space. The following screenshot shows the right-click menu for OneDrive files on a device running Windows.

For more information about OneDrive Files On-Demand, see Learn about OneDrive Files On-Demand.

Modern attachments

OneDrive integrates with Microsoft Outlook to enable easy sharing of OneDrive files that appear just like email attachments. This feature provides a familiar sharing experience but centralizes storage of attachments in OneDrive. This allows your users to all collaborate on the same file instead of sending different versions back and forth in email. In addition, you can configure sharing permissions on the files directly from within the Outlook client.

To reduce the potential for confusion when users choose to add a copy versus a link to attached OneDrive files, you can set the default behavior of the Outlook client, as demonstrated in How to control default attachment state when you attach a cloud file in Outlook 2016.

Files Restore

The OneDrive Files Restore feature lets users restore files to any point over the past 30 days. To select the desired recovery time, OneDrive presents you with a histogram that shows file activity so that you can determine which recovered time meets your needs. From there, simply select the file history entry to which you want to restore, and all changes after that point will be rolled back.

In addition, because the histogram shows individual activity on a file, you can use this feature to quickly view your files' modification history. For more information about this feature, see Restore your OneDrive.

Recycle bin

OneDrive has a recycle bin similar to the one available on the Windows desktop. Deleted files are moved to the recycle bin and kept for a designated time before being permanently deleted. For work or school accounts, deleted files are purged after 93 days unless configured otherwise. For a demonstration of how the recycle bin works, see Restore deleted files or folders in OneDrive.

Known Folder Move

Known Folder Move enables users to select Windows known folders, such as their desktop, Documents, or Pictures, to automatically synchronize to OneDrive. You can add this feature during the initial setup of OneDrive or after it has been configured. This capability provides a simple migration option for users looking to add known folders to their existing list of synchronized folders. For more information about Known Folder Move, see Protect your files by saving them to OneDrive.

Adopt OneDrive

User adoption is important to the overall success of any new application. Ideally, to feel that you have maximized your investment in Office 365 and OneDrive, you need to maximize user engagement with them. For small businesses, driving user adoption can be as simple as introducing users to OneDrive when you're installing it or showing them any of the videos available at the Office 365 Training Center.

Personally showing your users how to save and share documents in OneDrive tends to be the most effective option for driving adoption, given that you'll likely be performing manual installations. The primary value proposition for small businesses is file availability and redundancy. A document saved on local storage can be lost with a device; a document saved to OneDrive cannot. Simply having this discussion with your users beforehand, coupled with demonstrating the application's ease of use, can drive positive outcomes for this effort.

For information about a more formal Microsoft 365 user adoption strategy, see the Microsoft 365 End User Adoption Guide. For more information about driving user engagement through a similar, more formal process, see Success Factors for Office 365 End User Engagement. You can also contribute to or comment on adoption-related ideas in the Driving Adoption Tech Community.

Install and set up OneDrive apps

You can upload, download, and interact with your OneDrive files from a web browser, but the ideal OneDrive experience comes from the Windows and Mac sync apps and the iOS and Android mobile apps. With these clients and apps, saving files to OneDrive and interacting with them is much easier than visiting a website each time you need something. Through this experience, you can seamlessly integrate OneDrive into your existing file interaction experiences.

You can install OneDrive on any supported device. For small businesses, manual installations typically make the most sense. For some devices, the installation process may be as simple as installing an app from the app store. For others, you may need to delete older versions of OneDrive first. This section walks you through the installation and configuration of OneDrive on iOS and Android mobile devices, Windows devices, and computers running macOS. You may not need to install OneDrive on all these platforms, depending on the devices used in your organization.

Most small businesses start by installing the OneDrive sync app on users' Windows and macOS devices, and then consider the OneDrive mobile apps afterwards. You don't need to install and configure OneDrive on all your devices before you start using it.

Install and configure the sync app on a Windows device

If your Windows device has either Office 2016 or Windows 10, it already has the OneDrive sync app.

For devices running older versions of Windows or on which Office 2016 is not installed, you can download the OneDrive sync app for Windows from https://onedrive.live.com/about/download.

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Note

If the device has an older version of the sync app, you'll be asked to uninstall it when you install the new one.

Configuring OneDrive for Windows is simple, but if you want to see a demonstration, see Sync files with the OneDrive sync app in Windows

Install and configure OneDrive on a macOS device

To install the OneDrive sync app on a computer running macOS, just follow the steps in Sync files with the OneDrive sync app on macOS. The setup experience is similar to that for Windows. For more information about OneDrive on macOS, see OneDrive for Mac – FAQ.

Install and configure OneDrive on a mobile device

Installing the OneDrive app on a mobile device is simple: download the app from the app store on any Android, iOS, or Windows mobile device. If you want to simplify the manual installation process even further, go to https://onedrive.live.com/about/download and enter the mobile phone number of the device on which you want to install OneDrive. Microsoft will send a text message to the mobile device with a link to the app in the device's app store. Once installed, start the configuration process by opening the app and responding to the prompts.

To learn how to perform tasks in OneDrive on an iOS device, see Use OneDrive on iOS.

To learn how to perform tasks in OneDrive on an Android device, see Use OneDrive on Android.

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Manage OneDrive

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Many small businesses use OneDrive without changing any of the options.

If you want to add some basic device and sharing restrictions to OneDrive, you can use the OneDrive admin center. To access the new OneDrive admin center, go to https://admin.onedrive.com. There, you can restrict the people with whom your users can share files, choose the devices your employees can use to access OneDrive, and more.

Settings in the OneDrive admin center are grouped into six categories:

• Sharing. Instead of using this page, use the Sharing page in the new SharePoint admin center. To learn more, see Manage sharing settings.

• Sync. On the Sync page, you can require that synced devices be joined to your domain or configure sync restrictions based on file type.

• Storage. On the Storage page, you specify the default OneDrive storage limit for users within your Office 365 organization. You can also configure how long to keep data for users whose accounts have been deleted (the maximum value is 10 years).

• Device Access. Instead of using this page, use the Access control page in the new SharePoint admin center.

• Compliance. The Compliance page provides a centralized list of links to auditing, data loss prevention (DLP), retention, eDiscovery, and alerting capabilities within Office 365 that are applicable to OneDrive. (Most small businesses won't use these options.)

  Selecting an item's link redirects you to the Office 365 Security & Compliance Center, where you can configure that item. You can create DLP policies from templates that protect certain types of data, such as Social Security numbers, banking information, and other financial and medical content. For a walkthrough of how to create DLP policies in Office 365 and apply them to OneDrive, see Create a DLP policy from a template.

• Notifications. On the Notifications page, you define when OneDrive owners should receive notifications about sharing or accessing their data. These settings are helpful for small businesses that likely don't have IT staff who can audit this information. For information about enabling these options, see Turn on external sharing notifications for OneDrive.

Get help with OneDrive

If you need help with OneDrive, you have many ways to find solutions to common issues or request help:

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• Tech community. Find helpful information from other customers in the community by reviewing the discussions in the OneDrive Tech Community and the Microsoft OneDrive Blog.

• Support documentation. For a list of recent issues in OneDrive and how to resolve or work around them, see Fixes or workarounds for recent issues in OneDrive. For getting started info, see Get started with OneDrive, Employee file storage (video training) and Why use OneDrive to store your docs.

• Microsoft Support. If you need help from Microsoft to troubleshoot an issue or configure or deploy OneDrive, see Contact Microsoft.

• OneDrive UserVoice. You can review and submit feature requests and provide feature feedback at OneDrive UserVoice.

Note

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Microsoft will be moving from UserVoice to our own customer feedback solution on a product-by-product basis during 2021. Learn more.