OneDrive: Troubleshooting/Fixing Sync Issues by Resetting OneDrive

Summary

This article provides instructions to reset your OneDrive Sync app if you are experiencing any error codes.

Environment

Microsoft OneDrive Sync app on Windows, Mac, Android and iOS.

Issue

Experiencing error codes in your Microsoft OneDrive Sync app.

Resolution

IMPORTANT: Before resetting sync on your desktop confirm your files and folders are in portal.office.com/onedrive . This will ensure your files and folders are saved. If the files and folders do not match your OneDrive desktop application, put in a Desktop Support ticket for assistance.

Resetting the Microsoft OneDrive Sync app can sometimes resolve sync issues and resets all OneDrive settings. OneDrive performs a full sync after the reset. Data will not be lost by resetting or uninstalling OneDrive. Follow the link for the instructions to reset on various devices:

1. Windows - Microsoft Sync App
2. Windows - OneDrive Store App
3. Mac
4. Android
5. iOS

I. Reset the OneDrive sync app on a Windows desktop

Tip: If you're not sure which OneDrive app is installed, read Which OneDrive app do I have 

Step 1 - Open a Run dialog by pressing the Windows key and R.

Step 2 - Copy this and paste the code below into the dialog window then press OK.

%localappdata%\Microsoft\OneDrive\onedrive.exe /reset 

If Windows displays a message saying, "Windows cannot find...", copy and paste the following instead, then press OK.

C:\Program Files (x86)\Microsoft OneDrive\onedrive.exe /reset

Step 3 - Manually restart OneDrive by going to Start and typing OneDrive in the search box, and then click on the OneDrive desktop app.

Notes: 

• Resetting OneDrive disconnects all existing sync connections (including personal OneDrive and OneDrive for work or school if set up). You won't lose files or data by resetting OneDrive on your computer.
• If only some folders had been synced before the reset, the process will need to be repeated once sync has completed. 
• This process will need to be repeated for a personal OneDrive and OneDrive for work or school.

Result

Your Microsoft OneDrive sync app is reset.

Back to top

II. Reset the OneDrive store app on Windows

Tip: If you're not sure which OneDrive app is installed, read Which OneDrive app do I have 

Step 1 - Press Start and enter apps:onedrive.

Step 2 - Select App settings.

Step 3 - Scroll down the list and select Reset.

Result

Your OneDrive store app is reset

Back to top

III. Reset the OneDrive Sync app on Mac

Step 1 - Quit OneDrive. (Select the cloud icon in the top tray, then select Settings > Quit OneDrive.)

Step 2 - Find OneDrive in the Applications folder.

Step 3 - Right-click OneDrive and select Show Package Contents.

Step 4 - Browse to the Contents > Resources folder.

Step 5 - Double-click ResetOneDriveApp.command (or ResetOneDriveAppStandalone.command, for the standalone app).

Step 6 - Start OneDrive and finish the setup process.

Notes: 

• When choosing location, remember to select the previous OneDrive syncing location. This means the files won’t be downloaded again if they haven’t changed.
• If only some folders had been synced before the reset, the process will need to be repeated once sync has completed. 
• This process will need to be repeated for a personal OneDrive and OneDrive for work or school.
• If the reset commands are not present drag your old app to the Trash and then install the latest OneDrive app (this is common with older versions of the application). 

Result

Your OneDrive sync app is reset.

Back to top

IV. Reset the OneDrive Sync app on an Android Device

Note: The best way to reset the app it to uninstall and reinstall it.

Step 1 - Open Settings.

Step 2 - Select Applications.

Step 3 - Tap Manage Applications.

Step 4 - Find and tap OneDrive.

Step 5 - Tap Force Stop and then tap Clear data and Clear cache.

Step 6 - Once completed, uninstall the app.

Step 7 - Reinstall the app from Google Play.

Result

Your OneDrive sync app is reset.

Back to top

V. Reset the OneDrive Sync app on an iOS Device

Note: The best way to reset the app it to uninstall and reinstall it.

Step 1 - Uninstall the OneDrive app by pressing and holding the OneDrive app icon. Tap the X in the corner and then accept the confirmation message to delete it.

Step 2 - Perform a “soft reset” by pressing and holding both the Sleep/Wake and Home buttons simultaneously for at least 10 seconds until the Apple logo appears.

Step 3 - Reinstall the OneDrive app from the App Store.

Result

Your OneDrive sync app is reset.

Back to top