OneDrive won't sync client Sharepoint folder

Question

Hello,

I'm having an issue with OneDrive not syncing with a client folder. It works seamlessly with other folders on my work Sharepoint folders; it's really just my client that I'm having the issue with.

The client is very cooperative and willing to help, they just don't have the technical knowledge to troubleshoot this issue. Just wondering if there is a typical setting or configuration that could help resolve this.

OneDrive version: Build 23.204.1001.0003 (64-bit)

Troubleshooting steps taken:

• Update OneDrive
• Reboot laptop
• Restart OneDrive
• Restart Edge
• Log out (and back in) of my Microsoft account in Edge

Steps to replicate:

1. Open client Sharepoint in Edge browser
2. Click Sync button
   
3. Receive confirmation that sync has begun
   
4. Receive error message from OneDrive app

Happy to provide any additional info

Answer 1

Hi Steve,

Thanks for posting in the community. We are happy to help you.

According to your description, as far as I know, this situation may be due to the library having already been added as a shortcut to your OneDrive. Please go to OneDrive for Web (go to www.office.com, sign into your account, click the OneDrive icon in the left sidebar), click "My files" and check if you can see one folder as shown in the screenshot below.

If the library hasn't been added as the shortcut, please try to reset OneDrive, then try to sync the library again. If the situation still happens, I wonder if it only happens to a specific library or also happens to other libraries.

If so, it is a limitation. You should be able to see the library folder in your OneDrive local folder. Or you can remove the library shortcut from your OneDrive (in OneDrive for Web), then try to sync the library again.

We look forward to your response. Thanks for your cooperation.

Sincerely,

George | Microsoft Community Moderator

Answer 2

Hi George,

Thanks for the reply. I've added comments inline below:

According to your description, as far as I know, this situation may be due to the library having already been added as a shortcut to your OneDrive. Please go to OneDrive for Web (go to www.office.com, sign into your account, click the OneDrive icon in the left sidebar), click "My files" and check if you can see one folder as shown in the screenshot below.

• Steve --> I confirmed with OneDrive for web that the affected client SharePoint folder does not appear

If the library hasn't been added as the shortcut, please try to reset OneDrive, then try to sync the library again. If the situation still happens, I wonder if it only happens to a specific library or also happens to other libraries.

• Steve --> I've reset and tried to sync, same result as before

If so, it is a limitation.

• Steve --> If this is a limitation, are there ways to remove it? Is there something or somewhere I can point my client to for resolution?

You should be able to see the library folder in your OneDrive local folder. Or you can remove the library shortcut from your OneDrive (in OneDrive for Web), then try to sync the library again.

• Steve --> This part confuses me a bit. I can't remove the library if it's not there. Perhaps I'm misunderstanding? Could you clarify?

Thanks for your help!

Answer 3

Hi Steve,

Thanks for posting back.

For the shortcut in OneDrive, its folder icon has a blue arrow and its name will be "libraryname - sitename". So, according to your reply, you don't see the library folder in OneDrive.

The limitation and the suggestion in my previous reply are based on the assumption that you have added the library as a OneDrive shortcut. For example, if you have already added a library as the shortcut to your OneDrive and set up your account in the OneDrive app, then you go to SharePoint and try to sync the library to local, the error "Sorry, OneDrive can't add your folder right now" will pop on. That's the limitation I mentioned, and why I recommend that you need to choose one of the methods (sync the library individually using the OneDrive app, Or add the library as a shortcut to your OneDrive and then sync your OneDrive files using the OneDrive app) to prevent the situation from happening.

If you don't see the library folder in your OneDrive (OneDrive for Web), you can avoid the limitation and the suggestion in my first reply. Since you have reset OneDrive, but the situation still happens, I would like to collect more information to troubleshoot.

I wonder if your colleagues are in the same situation when syncing this library.

If so, you don't need to try the following steps. Please post it back and let us know.

If not, please try the following steps, then check again.

a. Please unlink all accounts from the OneDrive app.

Unlink and re-link OneDrive

b. Please go to the following path and delete all OneDrive local folders.

Go to "C:\users\username" (edit the username part) and delete the related OneDrive folder. The folder should be OneDrive - XXXX or Tenantname - username.

If it reminds you that you can't delete the whole OneDrive local folder, please restart your device and try to delete it again.

c. Please run OneDrive and sign into your business account in the OneDrive app. After that, please try to sync the library again.

We look forward to your response. Thanks for your cooperation.

Sincerely,

George | Microsoft Community Moderator