Credentials Issues With Documents Sharepoint Folder

Question

all of a sudden today i noticed i have a credentials problem with onedrive for business. when accessing a file from my synced sharepoint directory it will say i cannot open the document from the server. the icon in the right hand bottom tray says i have "we need your credentials to sync some libraries" with a blue "enter credentials" button. when i push the button and follow the instructions it comes up with a screen below. when i enter my password nothing happens. it just hangs there (note i can still log into office 365 from a browser so not a password or user name issue)

firstly, why should i have to enter my credentials and secondly why is now hanging on this log in screen. 

cheers

shaun

Answer 1

hi shaun,

the issue could be caused because onedrive for business lost the necessary credential to connect to your office 365 sharepoint directory.

could you have a shot at the below steps? we will move forward based on the results.

1. stop the syncs in onedrive for business sync client.
2. exit the onedrive for business sync client and all other office apps.
3. open an office desktop app such as word > file > account > under user information, sign out all you existing accounts > exit word.
4. go to control panel > user accounts > credential manager > windows credentials > under generic credentials, remove all your office 365 credentials.
5. press win+r > input regedit > ok to run the registry editor.
6. navigate to and delete the following key and all of its subkeys from the registry.

 hkey_current_user\software\microsoft\office\16.0\common\identity


7. open word > file > account > under user information > sign in with your office 365 account.
8. open the sync client to start a sync.

you can post back at any time and we will follow up on your case.

best regards,

frank

note: this page contains information about editing the registry. before you edit the registry, make sure you understand how to restore it if a problem occurs. for information about how to do this, viewhow to back up and restore the registry in windows.

modifying registry incorrectly can cause serious problems that may require you to reinstall your operating system. microsoft cannot guarantee that problems resulting from the incorrect use of registry can be solved. modify registry at your own risk.

Answer 2

Hi Shaun,

Is there any update? Can you access the files in your "synced SharePoint diretory" now?

Best regards,

Tim

Answer 3

hi shaun,

if the issue persists after removing the credentials, to further investigate this issue, i’d like to confirm the following things:

1. is “sharepoint directory” a sharepoint online team site library? if yes, do other users encounter the same issue with this library?
2. can onedrive for business work well with your personal onedrive for business library?
3. please firstly determine which sync client you are using, and then let us know the version of the sync client.

how to determine the version of onedrive for business sync client (for the new sync client, right-click the sync client icon>settings>about)

4. if you can click view sync problems after right-clicking the icon of sync client, capture a screenshot of the pop-up.

to post a picture, click use rich formatting>insert/edit media icon !\[\](http://fud.community.services.support.microsoft.com/Fud/FileDownloadHandler.ashx?fid=8564665a-0363-4e40-9a44-39c1555b872f) in the thread page. 

best regards,

tim

Answer 4

yes thanks. Seemed to the issue with then optioning the affected files again.

Answer 5

Hi Shaun,

Have you tried the suggestion above? Feel free to let us know the results.

Thanks,

Frank