Company-wide Sync Issues (SharePoint)

Question

Company-wide Sync Issues (SharePoint)

Zach 5

My company (approx 15 users) has a company file share set up in SharePoint as a document library that contains dozens of top-level folders, each with dozens of sub-folders, so thousands of files overall. Each user has this document library synced to their file explorer, and some have it saved as a OneDrive shortcut, with their OneDrive synced to their file explorer. However, we have been having lots of sync issues where users are unable to see the latest files from their file explorer synced location, and new files that they add are not seen by others. Additionally, some users' sync issues are causing duplicate versions of folders to be created. What could be the cause of this and what is the best resolution?

Ryan-N 12,100 Reputation points Microsoft External Staff Moderator

2025-07-25T21:23:15.05+00:00

Hi @Zach,

I hope the information I shared earlier was at least somewhat helpful in addressing your issue. If the previous methods haven’t been effective, please feel free to let me know. I’d be happy to explore the issue more deeply with you so we can work together toward a better solution.

If you found the answer helpful, we kindly invite you to mark it as the accepted solution. Once marked, it will automatically be pinned to the top. Since many other users also search for information in this community, your valuable contribution will help them easily find the right channel and useful insights more quickly.

Thank you very much, and I wish you a great day.
Ryan-N 12,100 Reputation points Microsoft External Staff Moderator

2025-07-26T17:26:18.1833333+00:00

Hi @Zach,

I hope this message finds you well.

This is my second follow-up to check whether your issue has been resolved. I truly want to ensure your experience is as smooth as possible. If your problem is still ongoing or if you have faced any new difficulties, please share more details about the current steps you are stuck on. I am here and happy to provide further help whenever you need it.

If you found the answer helpful, we kindly invite you to mark it as the accepted solution. Once marked, it will automatically be pinned to the top. Since many other users also search for information in this community, your valuable contribution will help them easily find the right channel and useful insights more quickly.

Thank you very much, and I wish you a great day.

1 answer

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Ryan-N 12,100 Reputation points Microsoft External Staff Moderator

2025-07-25T21:23:15.05+00:00

Hi @Zach,

I hope the information I shared earlier was at least somewhat helpful in addressing your issue. If the previous methods haven’t been effective, please feel free to let me know. I’d be happy to explore the issue more deeply with you so we can work together toward a better solution.

If you found the answer helpful, we kindly invite you to mark it as the accepted solution. Once marked, it will automatically be pinned to the top. Since many other users also search for information in this community, your valuable contribution will help them easily find the right channel and useful insights more quickly.

Thank you very much, and I wish you a great day.
Ryan-N 12,100 Reputation points Microsoft External Staff Moderator

2025-07-26T17:26:18.1833333+00:00

Hi @Zach,

I hope this message finds you well.

This is my second follow-up to check whether your issue has been resolved. I truly want to ensure your experience is as smooth as possible. If your problem is still ongoing or if you have faced any new difficulties, please share more details about the current steps you are stuck on. I am here and happy to provide further help whenever you need it.

If you found the answer helpful, we kindly invite you to mark it as the accepted solution. Once marked, it will automatically be pinned to the top. Since many other users also search for information in this community, your valuable contribution will help them easily find the right channel and useful insights more quickly.

Thank you very much, and I wish you a great day.

Answer 1

Hi @Zach

Thank you for reaching out and sharing the details regarding the sync issues affecting your company’s SharePoint document library. Below is a detailed step-by-step guide to help resolve the current problems and prevent similar issues in the future.

I. Common Causes of Sync Issues

Large document library: Thousands of files and deeply nested folder structures can overwhelm the sync client.
Network interruptions or offline work: These can lead to sync conflicts and the creation of duplicate folders.
Inconsistent sync setup: Some users use “Sync” while others use “Add Shortcut to OneDrive,” causing confusion and redundant local copies.
File names or paths are too long, or contain unsupported special characters.
Outdated or stalled OneDrive client due to prolonged runtime or lack of updates.

II. Steps to Resolve Current Sync Issues

Step 1: Check Sync Status

Look at the OneDrive icon in the system tray.
If you see a red X or yellow exclamation mark → click to view the error.
If the icon is missing → manually launch OneDrive.

Step 2: Verify Internet Connection and Login

Ensure the PC has a stable internet connection.
Confirm the user is signed in with the correct work account.

Step 3: Identify Problematic Files/Folders

Use the “View sync problems” option in OneDrive.
Compare the SharePoint web library with the local folder.
Rename files flagged with “!” or those with long names/special characters.

Step 4: Pause and Resume Sync

Right-click the OneDrive icon → “Pause syncing” → select 2 hours.
After a few minutes → “Resume syncing.”

Step 5: Update the OneDrive Client

Check and update OneDrive to the latest version via Microsoft Store or standalone installer.
Restart the PC after updating.

Step 6: Unlink and Re-sync OneDrive

Go to OneDrive Settings → Account tab → “Unlink this PC.”
Sign in again and set up sync afresh.
Recommendation: back up the old local folder before re-syncing to avoid duplication.

Step 7: Clean Up Duplicate Folders

Compare contents of duplicate folders (e.g., “Projects” vs. “Projects-PCName”).
Merge files into the main folder → delete the duplicate.
Perform this while OneDrive is actively syncing to ensure changes are reflected in the cloud.

Step 8: Check Office Integration Settings

Go to OneDrive Settings → Office tab → disable “Use Office applications to sync Office files that I open.”
Restart OneDrive after making changes.

Step 9: Use Advanced Support Tools

Use Microsoft Support and Recovery Assistant (SaRA) to diagnose issues.
Admins can use the OneDrive Sync Health Dashboard to monitor sync errors across the organization.

III. Recommendations to Prevent Future Sync Issues

Standardize the sync method: Use “Add Shortcut to OneDrive” for all users.
Keep the library size manageable: Split large libraries or archive older content.
Enable Files On-Demand: Reduces local storage usage and improves sync speed.
Avoid invalid file names/paths: Apply consistent naming conventions.
Restart OneDrive periodically: Prevents issues from long-running processes.
Train users: Help them recognize and resolve duplicate folders, and avoid working offline for extended periods.
Conduct regular audits: Admins should periodically review the SharePoint library to detect and resolve issues early.

If you have any updates regarding the issue after following the steps above, or if you have any questions during the process, please feel free to share them with me.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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Zach 5 Reputation points

2025-07-23T18:53:57.78+00:00

Thanks for the reply! So I should NOT be syncing the SharePoint document library as a separate OneDrive sync location and should only add that document library as a shortcut to OneDrive, and then sync OneDrive?
Ryan-N 12,100 Reputation points Microsoft External Staff Moderator

2025-07-23T19:07:09.9433333+00:00

Hi @Zach,

Thanks for your response!

Just to confirm: you should not sync the SharePoint document library as a separate OneDrive sync location. Instead, the recommended approach is to add the document library as a shortcut to OneDrive, and then sync OneDrive.

This method helps avoid potential issues that may arise from syncing the same content through multiple methods.

If you have any further questions or need additional support, feel free to reach out!

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.
James 0 Reputation points

2026-03-25T20:47:44.69+00:00

The problem with synchronizing files seems to be getting exponentially worse. I have my files synchronized with my university OneDrive (which is not shared with other users). We use SharePoint for common project information and files. There are many times where I want to work on, say, a Word document that I have downloaded from SP, but with the intention of disconnecting it from SP. I try to 'Save a copy as...', but I find that there are copies of the file that are on some web location that I have not set up. Changes get lost, different versions appear after sometimes quite long intervals, and you end up with a mess. Paths can get quite long when you have a large collection of projects and file types, and sometimes the local folder structure is automatically copied elsewhere. Unless you carefully trace the whole path up to the root, it is easy to not be where you want in the file system.
This is all very obscure and fragile, and has cost me and my colleagues many hours of work to recover from. MS needs to clean this up, soon.

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Company-wide Sync Issues (SharePoint)

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