Help me troubleshoot OneDrive sync issues

Hi

I am using personal one drive and I am unable to sync one drive with my other computer

Microsoft Support Team,

I'm a premium user of OneDrive (Microsoft 365). all shared folders have stopped syncing properly in Windows Explorer and only appear as web shortcuts.

I've tried everything, and it's impossible to work that way, I have to download the file, edit it and upload it back to the web, delaying all the work of my collaborators.

Subject: URGENT - Loss of Access to Shared Folders on OneDrive

Dear Microsoft Support Team,

I am a premium user of OneDrive (Microsoft 365) and my company relies on the service for project management. all shared folders for a critical project have stopped syncing correctly in Windows Explorer, appearing only as web shortcuts.

This problem has caused serious delays in our projects, affecting the productivity of our team and generating problems with our customers. We have tried all possible solutions (manual sync, adding shortcut from OneDrive Web, restarting OneDrive, among others) and nothing has worked.

Details of the problem:

Affected users: [Number of affected employees and emails].

Account type: [OneDrive Personal / OneDrive Business].

Access method: Windows Explorer (OneDrive for Desktop).

We require an urgent solution, as this error is impacting our daily operation. If we do not receive an effective response in the next few hours, we will be forced to take further action, including a formal complaint for damages to our company.

I look forward to your prompt response.

Hello, Louise Hasle.

Welcome to Microsoft community.

According to your description, I understand that  you seem to having trouble with OneDrive sync . Please don't worry, I will do everything I can to help you.

I would like to confirm more specific information with you so that I can more accurately determine the problem you are encountering and better assist you:

• Are you experiencing any specific prompts or error codes when you can't sync the file in OneDrive? You can share a screenshot of it with me so I can get a more visual idea of what you're currently experiencing.
• Are you using a personal OneDrive account or a OneDrive work/school account?
• If you can properly access your OneDrive and sync your files through OneDrive online: Sign in - Microsoft OneDrive (live.com)? so that you can check if your account can log in normally and the status of the files.

Once I have obtained more information about the above, I will be able to provide you with more targeted assistance. Before replying, based on the issue you mentioned, I recommend that you try the following basic troubleshooting steps：

• Unlink and relink OneDrive :Unlink and re-link OneDrive - Microsoft Support
• Reset OneDrive: Reset OneDrive - Microsoft Support
• Reinstall OneDrive: Reinstall OneDrive - Microsoft Support

📖For more information about OneDrive Sync, refer to:-<Sync OneDrive files and folders - Microsoft Support>

Feel free to share updates with me on how things are progressing after completing the steps mentioned above. 

Best regards

Hannah.Z- MSFT |Microsoft Community Support Specialist

when I click on a file I get an error message saying make certain one drive personl is on. note I do not find a onedrive icon that has been on the computer before. I can go to onedrive.com and see my files but am not able to go directly. it appears one drive has disappeared from my machine