OneDrive for Business Troubleshooting Help Guide – Fixing OneDrive Sync Issues

The following is a help guide I’ve personally compiled from much trial and error and dealing with the ever evolving OneDrive  for Business sync process.  For some, the sync process can work flawlessly, but for me I’ve experienced many issues over time, and found several resources and steps that I have compiled to help others.

Please review the below steps to help determine causing issues or for help in using common guides on resolving typical OneDrive for Business sync issues. You can also shortcut to the Microsoft online online support guide that Microsoft published to identify issues.  The initial steps below may identify or resolve common issues much quicker, and their guide will go through some in depth steps and require much more time start to finish.

Start by checking the OneDrive for Business sync icon in the system tray for possible issues

  • Issues may be evident if “OneDrive for Business – Syncing files, XXXXX remaining” appears for more than a business day.od-sync1
  • If you right-click on the sync icon, and see a ‘View sync problems…’ click that and open.

od-sync2

The following should appear and may show many numerous issues, or at very least
(and not very helpful) the top one as showed in the screenshot below:

od-sync3

Sometimes you can click on the items and they will lead you to file location with issue, or even open the file and resolve a local/server save conflict issues…or, open a not very useful HELP dialogue box.

  • REVIEW: Restrictions and limitations when you sync SharePoint libraries to your computer through OneDrive for Business http://support.microsoft.com/kb/2933738
    Key Items:

    • You can sync up to 20,000 items
    • Sync files up to 2 gigabytes (GB) (*10GB limit only exist in OneDrive Personal currently)
    • Filenames can’t be longer than 256 characters
    • Folder names can have up to 250 characters
    • Folder name and file combinations can have up to 250 characters
    • Invalid Characters (Applies to SharePoint Online only): \ / : * ? “ < > | # %  (Microsoft does have it in development currently to remove the restriction on ‘#’ and ‘%’ in a upcoming release)
    • Folder(s) named ‘Forms’ cannot exist in their OneDrive for Business library
    • OneNote notebooks CANNOT be stored in OneDrive for Business
    • Open files cannot be synced – don’t save active Outlook PST’s or the like in OneDrive.
    • REVIEW: Invalid File types that cannot be added to a list or library http://office.microsoft.com/redir/HA101907868.aspx  – Review the section for ‘Blocked file types for SharePoint Online’

AFTER REVIEWING ABOVE, MAKE SURE TO GO THROUGH THE FOLLOWING ONLINE TROUBLESHOOTER THAT MICROSOFT PROVIDES FOR ONEDRIVE FOR BUSINESS SYNC

http://support2.microsoft.com/common/survey.aspx?scid=sw;en;3790&showpage=1

od-sync4

Another resource is the ‘Solve problems you’re having with the OneDrive for Business sync app’ support guide:

http://office.microsoft.com/en-001/sharepoint-help/solve-problems-youre-having-with-the-onedrive-for-business-sync-app-HA104047973.aspx

If all else fails, and alternate that I personally found to work is to completely uninstall Microsoft Office 365 ProPlus (or the if using the full Microsoft client – Microsoft Office Professional Plus 2013), and then reinstall Office 365 ProPlus and then setup the OneDrive for Business sync again.

A few caveats to be aware of and some preliminary steps to that should be taken before doing this.

  • Make sure you have attempted a Repair first.  You should have gone through the guided steps by Microsoft and performed a repair already, before getting to this last ditch effort to fix.  If not, please go back and do so now.
    1. The repair process creates a copy of your local OneDrive for Business folder into a folder in the OneDrive for Business Archives folder under your local Profile.  This is important, because if your sync has not been working, any local documents you saved to your OneDrive for Business folder may not be synced to the cloud.
  • After the repair, right-click on the OneDrive for Business system tray icon, and select the ‘Stop syncing a folder…’ option, and then select your ‘OneDrive – Manhattan Associates’ folder, and then click on ‘Stop syncing’.  This will completely remove your ‘OneDrive @ Manhattan Associates’ folder.  This is needed to clean up and remove the folder so that when you reinstall ProPlus and start a new sync, it doesn’t have any issues with it already existing.

od-sync5

od-sync6

  • After you have completed the above, go into your PC’s Control Panel > Programs and Features and locate your Microsoft Office 365 ProPlus installation, select it, and then select ‘Uninstall’ and follow the prompts.  When completed, a reboot isn’t required, but is a recommended option to make sure files are cleaned up.
  • After completed, perform an new install of Office 2013 (this will either be from your Office 365 location for the Office 365 ProPlus or the client install of Office Professional Plus 2013).
  • Once your install is completed, go out to your Office 365 portal, and into your OneDrive for Business site.  Perform a sync, and go through the prompts to set the local sync back up.   Depending on the size of your online OneDrive this could take some considerable time to sync all your documents local.
  • After performing a Sync and once all your cloud files have synced back down locally, you will now need to do a compare with your OneDrive for Business Archives folder where the files were placed from the repair process in Step #1.There is no native way inside of windows to a compare between files, so the best alternate is to just copy and paste all your archive files into the new directory.To best accomplish this, open up a separate Windows Explorer window for your new OneDrive location and then open another window to the Archive location.  Then, from the Archive location, highlight all the folders/files, and then do a copy and then paste them into your new OneDrive location.  When prompted for copying over existing files/folders, makes sure to agree to replace ALL files and folders, as you want to be sure any local updates that occurred to files, replace those that may have already existed in the cloud but never got changes synced up to the cloud.  If you only agree to pasting in files that didn’t exist, you risk losing file updates that never synced to the cloud.

NOTE:  You can be assured that the reinstall will not have any major effect on how you had Outlook setup.  One downside is that any ‘recent history’ of documents you used/edited, will not appear in Windows.  Any shortcuts you had setup to the desktop or quick launch should appear, but you may likely will have to re-pin any short cuts to your start menu or task bar after reinstall.

Please be aware this is a compilation of resources and steps that have worked for my personal experience, and may not be inclusive of all options.  Our hope, as a community, is that Microsoft will continue to work on OneDrive sync client and eliminate many of the issues that seem to pop up for many users in future releases.

 

Tagged , , , . Bookmark the permalink.

Leave a Reply