Cannot access OneDrive subfolder on iPhone

Question

I was referred to this thread by a Microsoft moderator.

I have an iPhone 5c with iOS7.

I can access OneDrive through the Office app when I select Open, but there is one particular folder within OneDrive that I can never get into. After a long pause, I always get the message "Can't Connect to the Server." This happens 100% of the time.

I am able to access this same folder and its files without a problem if I start in the OneDrive app on the iPhone (and also on my desktop and Surface Pro tablet, both Windows 8.1). But I can't get there if I start out in the Office app. It is only this one folder - all the other folders work fine staring in the Office app, 100% of the time.

This folder I can't get at has many subfolders (which of course I can't see when this happens), and a lot of data (22GB), in case that may have something to do with the problem. But again, I can get to everything if I start out in the OneDrive app (and my other devices). It's just the Office app on the iPhone that's failing.

Answer 1

Nayana:

I have an automated prompt from Microsoft that my question remains unanswered, which is certainly the case. Do you intend to try to answer my question?

Thank you.

Answer 2

Thank you for the reply.

As you were able to open the new folder when bit of the data moved from the problem folder, this seems to be an issue with the folder size which is unable to be accessed in the iPad which might be the limitation issue.

You may provide feedback regarding this issue to iPad support forum.

Thank you.

If you read my question, you will see:

1. I have an iPhone, not an iPad. 
2. This is not a hardware problem as I can access the folders though the OneDrive app on the iPhone, which works just the way it is supposed to. 

This is a glitch in the Office app. Maybe this app, due to a bug, can't open folders with high capacity. But I can tell you didn't investigate that yet. Could you please do so?

Perhaps you have some questions. For example, it may be useful to be aware the what is directly in the folder is more folders, not files, and only at the next level come some files, but mostly yet more subfolders. 

Again, all works fine on the iPhone through the OneDrive app. This is an Office app problem. 

Thank you for giving this further review.

Answer 3

Thank you for the reply.

As you were able to open the new folder when bit of the data moved from the problem folder, this seems to be an issue with the folder size which is unable to be accessed in the iPad which might be the limitation issue.

You may provide feedback regarding this issue to iPad support forum.

Thank you.

Answer 4

Thanks. I have inserted responses.

Hello Robert,

1. Did you create this specific folder and sub-folders in OneDrive?

If your question is whether I used the OneDrive software to create this specific folder, then the answer is I am uncertain. I started using OneDrive about a year ago. It is possible that I moved the folder (and all its subfolders and contents) from one area on my desktop to what was then the SkyDrive folder. It is possible that I created a folder in SkyDrive and then moved all the subfolders into it. I cannot recall. The folder is called "Documents."

2. Are you using the ‘Mobile data’ or Wi-Fi to access the file?

Always Wi-Fi, using my own home wireless through my cable carrier. But I just tried "cellular" (as it's called on the iPhone) to see if that made a difference. There is no difference - no access to the folder. (I of course presume you wanted to know if I was only doing via cellular as that would be less reliable.)

3. Were you able to open the folder in iPhone previously?

Never. The iPhone is new - and I've never had a smartphone before. And again, please recall that I can open the folder and documents if I do it starting from the OneDrive app. That would seem to suggest some issue with the Office app.

Create a new folder, move some of the data from this specific folder into new folder then try to access this folder in iPhone and check how it works.

The folder I cannot access is called "Documents." I created (from my desktop) a new folder called "Test." I moved into "Test" one of the subfolders in "Documents," which contains many Office documents. I am able to open "Test" from the Office app, and access the documents in it without a problem. Perhaps the Office app doesn't like the name "Documents" for a folder? Perhaps the shear size of the contents of the folder (22 GB) is too much for it to handle?

Reply with required details and we would be happy to assist.

Thank you.

I look forward to your further input. Thanks.

Answer 5

Hello Robert,

1. Did you create this specific folder and sub-folders in OneDrive?
2. Are you using the ‘Mobile data’ or Wi-Fi to access the file?
3. Were you able to open the folder in iPhone previously?

Create a new folder, move some of the data from this specific folder into new folder then try to access this folder in iPhone and check how it works.

Reply with required details and we would be happy to assist.

Thank you.