OneDrive problem

Question

Hi,

I have a persistent issue with a user onedrive, her folders don't sync, get the next error

I have look into the replies here and other sites, the most popular one is renaming the location of the folders which didn't work either, I look into the permissions in admin center microsoft and licenses and is all good, BUT when I access the account online in the link https://account.microsoft.com/ go to apps and select OneDrive it opens it with another user, so the account's onedrive is linked to another user (it's not a normal user is an admin account that's not even licenses in 365), I've tried to remove the admin account from onedrive, I license it and removed the onedrive.
And deleted the profile in the laptop of the user with the problem, recreate the profile, reinstall onedrive and tried to resync the 365, and still the account is linked to the admin's account onedrive
Have anyone had any similar issue? How was resolved? at this stage, Do I have to delete the normal user account and create another one with different name?

Thanks

Answer 1

Dear Sabrina V

Good day, and thank you for reaching out to the Microsoft Q&A Forum.

I appreciate you bringing this issue to our attention. I understand how disruptive it can be when OneDrive fails to sync, particularly when the account appears to be associated with a different user, such as an unlicensed administrator profile.

From your description, it seems the affected user's OneDrive may be incorrectly mapped to the admin account. You've already taken several key steps to address the situation, including unlinking the admin account, reinstalling OneDrive, and recreating the user profile, which we truly appreciate.

To help move things forward, I recommend the following actions:

1. Run the Microsoft Diagnostic Tool for User ID Mismatch This tool addresses OneDrive misalignments caused by identity conflicts. You can access it here:  Fix site user ID mismatch
2. Clear Cached Credentials On the affected device, open Control Panel > Credential Manager > Windows Credentials, and remove all entries related to OneDrive and Microsoft Office. Then restart the device and sign in using the correct user credentials.
3. Reset the OneDrive Client Press Windows + R, enter the following command, and press Enter: %localappdata%\Microsoft\OneDrive\onedrive.exe /reset Afterward, restart OneDrive and log in using the intended user account.

Additionally, for guidance on data retention policies related to OneDrive, please refer to this article:  OneDrive retention and deletion

If the issue still occurs after trying these steps, it may be necessary to recreate the user's account with a new UPN to avoid lingering identity mapping issues.

Please let me know how things progress or if you would like help with any of the steps above, I’ll be happy to assist further.

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