Apparent file copy failure between two OneDrive for Business accounts

Question

I ran out of space on my OneDrive for Business 1TB allocation. I moved a large folder of video files (.mov and .mp4) from my primary OneDrive for Business (MS365 Business E5 subscription) to a OneDrive for Business share. I enabled "always keep on this device" for that entire folder and verified it had fully synchronized local copies before moving the files. I shared the target folder and added a link to it in my files from the web-based "Shared with you" screen. Using Windows File Explorer, I did a cut and paste of the entire source folder, and pasted it into the target folder share (approximately 2,000 files and 250 GB total size). After moving the files, everything appeared to move to the target folder, no errors or warnings and the source folder was empty as expected. I let it sync overnight.

12 hours later, OneDrive sat idle with no messages indicating that it was syncing anything. I loaded the target OneDrive account in a web browser and noted at least 30% of the files were missing, yet all of those files existed in the target folder in Windows File Explorer locally. Nothing changed over the next half a day, so I rebooted. Still no change. File Explorer availability status icon for the files missing at the target all have a solid green circle with white checkmark. Please see both screenshots that I included with this post. The files that do exist on the target weren't there before, so I know part of the file copy was successful.

I verified none of the missing files wound-up in recycle bins of source and target OneDrives and local Windows 10 - those files appear to physically exist on the local OneDrive folder, but aren't synchronizing. To make matters worse, the file list looks short, so some may be missing too. Anyone know what I need to do to fix this?

Answer 1

Dear CurtisM01

Good day! Thank you for posting to Microsoft Community. We are happy to help you。

Based on your description, it seems that you cut and paste the entire source folder of original OneDrive account and pasted it into the target folder in new OneDrive account. After 12 hours later, you found at least 30% of the files were missing in OneDrive. Even if you checked in recycle bins, target OneDrive’s and local Windows 10, there are no files found.

If my understanding is right, generally, due to the large size of files, we don't suggest cut and paste all files at one time, we'd suggest you try copying the content several times.

And given the situation you encountered, since the files now can’t be found in the recycle bin, and the target window folder, what’s more, the original folder you have cut, we assumed that sync process is stuck, to help you better to avoid data loss, we may not give the suggestions in OneDrive sync client directly, we kindly suggest you please contact your IT admin to create a support ticket in Microsoft 365 Admin Center. For reference: Get support - Microsoft 365 admin | Microsoft Docs , the support engineers in there maybe have higher permission and maybe own more resource can help you check the behavior remotely and check if they can help you restore those files. This is the best and fast way to solve it.

If there are any misunderstanding or unclear, you can post back in your free time.

Your understanding and patience will be highly appreciated. I hope that you are keeping safe and well!

Sincerely,

Stacey | Microsoft Community Moderator

***Note: In the event that you're unable to reply to this thread, please ensure that your Email address is verified in the Community Website by clicking on Your Account Name > "My Profile" > "Edit Profile" > Add your Email Address > tick "Receive email notifications" checkbox > click on "Save". ***