persisting Onedrive sync issues

Question

I have an old thread in which I from some reason (too old thread?) am not able to write replies anymore (the Reply button has a "forbidden" sign): https://answers.microsoft.com/en-us/msoffice/forum/msoffice\_onedrivefb-mso\_win10-mso\_o365b/users-onedrive-files-are-locked-for-editing-and/21fd2eb7-6760-4862-a1ce-ed1a2b457901

The issues persist with this one user.

I have recently reinstalled Windows for him, and reconnected Onedrive in this fresh environment. Immediately, the issues began showing up for the user.

Example

1. User creates a new docx file, saves file to "local" Onedrive folder in C:
2. After some seconds, he gets the message that hte versions of the files could not be joined, and he has two identical files, one with "PC name" added in the file name. The content in the files is identical.
3. Onedrive icon in Windows explorer gets an red x
4. He restarts the computer and Onedrive icon in Windows explorer turns green.

This happens every time user saves a file.

This happens with all Office apps.

If user saves a file on the desktop, and drags the file into Onedrive folder on C:, there are no errors.

If user creates a file, and saves to Onedrive "cloud icon" in Office app, there are no errors.

In Onedrive history, one can see that

1. the files saved to Onedrive folder in C: are marked as "downloaded",
2. files saved in another location and then dragged into Onedrive folder in C: are marked as "uploaded".

Onedrive "Use Office 2016 to sync files" setting is unchecked. 

"Save" settings in are out of the box.

Answer 1

Hi Marten,

Are you using the new OneDrive sync client? Please first make sure you are using the new OneDrive sync client OneDrive.exe. Please download the  new OneDrive sync client and refer to Sync files with the new OneDrive sync client in Windows.

If the issue persists, please provide the information below for our investigation:

1. Is the user syncing his OneDrive or a SharePoint library?
2. Please provide us any error message screenshots (English version please).
3. To check if the issue is related to his account, please try to sign in with another account to see if this account can reproduce the issue on this same computer.

Thanks,

Rena

Answer 2

Hi Marten,

I have received your tenant information. You can upload the logs when you have time. 

Thanks,

Rena

Answer 3

Hi Marten,

As the issue only happen to only this specific user, we need to collect the information below:

1. The tenant information and the user information.
2. The logs

To protect your privacy, I have sent you a private message to collect them. Please access it via this link.

On the other hand, what do you mean “started a 2 GB sync of folders corresponding with the user's own computer”? What’s the affected user’s OneDrive storage limit? 2GB?

Thanks,

Rena

Thank you,

I will respond to the PM.

regarding the 2 GB sync, that was just to explain the fact that I answered the prevoius message before making a complete sync of Onedrive to the testing-computer, since the syning of 2 GB takes some time.  I thought, that maybe issues could be related to how much of the user's data was synced to a computer, but there was no change whether I synced one folder for testing, or all Onedrive content.

The user's limit is out of the box, if I am not mistaken this is 1 TB.

Answer 4

Hi Marten,

As the issue only happen to only this specific user, we need to collect the information below:

1. The tenant information and the user information.
2. The logs

To protect your privacy, I have sent you a private message to collect them. Please access it via this link.

On the other hand, what do you mean “started a 2 GB sync of folders corresponding with the user's own computer”? What’s the affected user’s OneDrive storage limit? 2GB?

Thanks,

Rena

Answer 5

Hi,

thanks for the reply.

Are you using the new OneDrive sync client? Please first make sure you are using the new OneDrive sync client OneDrive.exe. Please download the  new OneDrive sync client and refer to Sync files with the new OneDrive sync client in Windows.

Yes, Onedrive client version is 17.3.7131.1115.

1. Is the user syncing his OneDrive or a SharePoint library?

Onedrive

1. Please provide us any error message screenshots (English version please)

Translation:

"You now have two copies of a file. It was not possible to join the changes in XXX.docx, so we have created another copy of the file. Klick here to (message text cut, not possible to read further)"

Below you can see that the file, saved in Onedrive folder on C:, immediately is downoaded from Onedrive to the computer. This happens immediately after the saving in C:

Laddar ner = downloading.

This is the result:

1. To check if the issue is related to his account, please try to sign in with another account to see if this account can reproduce the issue on this same computer.

The issue is not reproduced when signing in another account to the same computer, using the same copy of Word in the same Windows user account.

The isssue is partly reproduced when signing in the affected account to another computer (same version of Onedrive sync client). Files seem to sync fine, but we do get the red x on the Onedive icon. The icon turns green on restarting the PC. (In this computer, for testing we have only synced one folder and the files that are saved outside folders. I have now started a 2 GB sync of folders corresponding with the user's own computer and will get back after testing this setup)

Additional info

it seems like that the issue only occurs if a file is saved in a subfolder to Onedrive folder in C:, that is like C:\Users\Name\Onedrive - business name\Subfolder\testdoc.docx

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Sometimes, when Onedrive icon is red x, this sign appears. It happens in both tested computers, apparently randomly.

It says "This file is not connected to an application in order to perform the action. INstall an application och create an association in the Control panel object Standard applications if an application already is installed"

When this sign appears, Onedrive address in Windows explorer address bar is changed to this:

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This is how the documents are saved: