Why can I not access my document files? I just started using a new surface laptop.

Question

I setup my one drive with a Surface device. I upgraded to a Surface laptop last week. Now I am having trouble opening files on the new laptop. I still have the old Surface device. I receive an error that says

might be temporarily down or it may have moved permanently to a new web address.

Answer 1

Hi @Lynn Lyon

Thank you for posting your question in the Microsoft Q&A forum.

I understand how frustrating it can be to set up your new Surface laptop and suddenly be unable to open your OneDrive files, especially when you get a confusing error message about the files having moved. To help me better understand the situation, please provide a bit more information:

Are you using OneDrive for Business or a personal OneDrive account?

Have you already tried opening the files directly from the OneDrive website (onedrive.live.com) to see if they work there?

 > Please check if your OneDrive folders have fully synced to the cloud?

Sometimes, the sync process can take a significant amount of time, especially if you have a large number of files or some very large files. Could you please allow it a bit more time to complete? 

 In case your files are stuck in a continuous sync loop without ever completing, please refer to this article:  https://support.microsoft.com/en-us/office/a-onedrive-file-or-folder-never-finishes-synchronization-182e097c-0ca6-4268-9fa1-0881e47eb57b

I'm looking forward to your reply! 

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