OneDrive or SharePoint files won't sync
Sync errors almost always come down to a paused client, a file name OneDrive can't handle, a file another program is holding open, or running out of disk space. Check them in that order.
Step-by-step troubleshooting
- 1
Check the cloud icon
Click the OneDrive cloud near the clock (Windows) or in the menu bar (Mac). A blue paused icon means sync is paused — click Resume. A red icon means an error it will name for you.
- 2
Confirm you're signed in
If it asks you to sign in, use your full work email and complete the MFA prompt. Never sign in with a personal Microsoft account for work files.
- 3
Fix problem file names
Rename anything containing " * : < > ? / \ |, remove trailing spaces or full stops, and shorten very long names and deep folder paths. These are the single most common blocker.
- 4
Close files that are open
A spreadsheet or PDF open on another computer will block that file. Close it everywhere, including anyone else who has it open, then check again.
- 5
Check disk space
If the drive is nearly full, sync stops. In OneDrive settings turn on Files On-Demand so files download only when opened, and empty the recycle bin.
- 6
Confirm what's actually saved to the cloud
Anything on the Desktop, Documents or in a synced SharePoint library is protected. Files saved to C:\ or a random local folder are not backed up at all — move them into OneDrive or the team's SharePoint library.
- 7
Restore an earlier version
Right-click the file and choose Version history to roll back a bad edit, or open the site's recycle bin for something deleted. Both work for 93 days by default.
Contact us straight away if…
- A large number of files have suddenly changed name or extension — stop and call us, that can be ransomware.
- The same sync error returns after a restart and a rename.
- Files are missing and version history doesn't show them.
Include this in your ticket
- A screenshot of the OneDrive error
- The name of one affected file and its folder
- Whether it's your OneDrive or a shared SharePoint library
- Free disk space on the computer
Still stuck? We'll take it from here
Log a ticket with what you already tried and our Australian help desk will pick it up. Anything urgent, phone 1300 904 635.
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