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OneDrive for Business troubleshooting sync issues

Environment

Office 365, Office 2013, Office 2016, Windows 7, Windows 8, Windows 8.1 and Windows 10 for SharePoint libraries. 

Resolution

OneDrive: Troubleshooting sync issues. 
Billable: Billable
Level of Support:
Fully Supported for Office 365 customers
Level of Access:
Tier 1, Public
 


Helpdesk Instructions:  

 Office updates

OneDrive for Business needs to be up to date. Depending on the version of OneDrive the steps to update may differ.

  1. If the customer is on the Office 365 version follow How to Manually Update Microsoft Office Products
  2. If the customer is on a volume based license (MSI) installation, Windows Update in the Control Panel will be used for all versions of Windows prior to 10

3. If the customer is on Windows 10 and volume based license (MSI) installation. Windows updates are found in the Settings Menu. 

Make Certain files and folders do not contain unsupported character or file types. 


A full list of restrictions can be found On Microsoft support site.


Verify files size, item count, and file path lengths are with in limit. 

Size limit for syncing files

  • In any SharePoint library, you can sync files of up to 2 gigabytes (GB).

Character limit for files and folders

These limits apply to files and folders that you add to a synced library folder for uploading to SharePoint. These limits apply to un-encoded URLs, they don't apply to encoded URLs.

  • In SharePoint Server 2013, file names can have up to 128 characters.
  • In SharePoint Online, file names can have up to 256 characters.
  • Folder names can have up to 250 characters.
  • Folder name and file name combinations can have up to 250 characters.
     

Clear Office file cache.  

  1. Ensure all Office applications are closed. 
  2. Open Task Manager
  3. In Background Process make certain Microsoft OneDrive, Office document cache, and all other Office process are ended. 

Note: OneDrive and Office document cache will restart, and you may need to end these processes multiple times. 

  1. Open File Explore and navigate to %userprofile%\AppData\Local\Microsoft\Office
  2. Depending on your version of Office, select either 15.0 or 16.0
  3. In File Explorer navigate to %userprofile% . There should be a folder named OneDrive - (Business name) This is the local store for all documents being synced. Create a back up by copying to contents to a new folder. 
  4. On the Task bar hover the mouse over the Show Hidden Icons arrow and right click the OneDrive for Business Icon. Select Stop syncing a library.

​​

5. Delete the OfficeFileCache folder. If you receive an error that files are in use, make certain the Background process have not restarted in task manager.

Caution: The next step can cause data destruction. Make certain there is a back up of any files prior to creating a new sync.

6. Sign in to Office 365 at http://portal.office.com and Select OneDrive from the top of the page, or select the app launcher icon, , and select OneDrive. 

7. Click the Sync button.

The sync should be repaired. ​



ESCALATION INFORMATION
Primary Escalation Path: Tier2
·         Team: TSE Queue 
 

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