Delete files

Question

I can't delete a file in one drive, all attempts using help have been unsuccessful

Answer 1

Hi @Claude Denais,

Thank you for posting your question in the Microsoft Q&A forum.

I can understand how disruptive this situation can be, especially when OneDrive won’t allow you to delete a file despite multiple attempts. That kind of behavior can certainly interrupt your work.

To help move things forward, here are a few practical checks that often resolve this type of issue:

1/ First, please make sure the file isn’t still in use anywhere:

Even if it appears closed, a file can remain locked by an Office application, the File Explorer preview pane, or another device or session.

As a starting point, close the file in all applications (such as Word, Excel, PowerPoint, or any PDF viewer) and close any preview windows. If the file is shared, it’s also worth confirming that no one else currently has it open, as an active lock can prevent deletion.

2/ Next, try deleting the file directly from OneDrive on the web:

In some cases, the sync client itself is the blocker. If the file deletes successfully online, the local OneDrive sync should update automatically afterward.

3/ If syncing is active, you may also want to pause OneDrive temporarily and then retry the deletion:

Pausing sync from the OneDrive tray icon can sometimes clear a temporary lock, after which you can resume syncing as normal.

4/ Clear browser cache and cookies:

Should the issue occur in the browser, clearing your browser’s cache and cookies and then retrying the deletion from OneDrive online can help, particularly if an outdated session or token is interfering.

5/ In addition, if the file appears locked for shared use by your own account, saved Windows credentials may sometimes contribute to this behavior:

Removing those saved credentials and then attempting the deletion again has helped in some cases.

Please note that doing so will remove stored passwords, and you’ll be prompted to sign in again afterward.

6/ Delete from the local synced folder first, then delete again on the web:

Another option is to delete the file from the locally synced OneDrive folder first (for example, under C:\Users<username>\OneDrive - <OrgName>\…), then refresh OneDrive on the web and attempt to delete it there as well.

This combination has resolved similar “stuck” or locked file scenarios.

7/ If the file still won’t delete, resetting the OneDrive sync app can be helpful:

This process repairs a corrupted sync cache or configuration and forces a clean resync, without deleting your cloud files. Microsoft documents the reset steps, including the /reset command and alternative paths if Windows can’t locate it, here: Reset OneDrive.

8/ Additionally, if you see messages indicating that the file cannot be deleted due to retention or hold policies, an administrator may need to step in:

In some Microsoft 365 tenants, retention policies or eDiscovery holds prevent deletion.

In those cases, your IT or compliance administrator will need to review and adjust the relevant policies using Microsoft 365 compliance tools. More information is available here: Can't delete a site because of a retention policy or eDiscovery hold.

9/ If you’ve worked through all of the steps above and the issue still persists, the next best step would be to involve your Microsoft 365 administrator:

They can check tenant-level settings such as retention policies, holds, or permissions, which forum moderators don’t have access to.

If needed, your admin can also open a support ticket by sign in to the Microsoft 365 Admin Center following steps from this link: Get support - Microsoft 365 admin | Microsoft Learn to raise a support ticket from admin center or calling the phone support to contact Microsoft Support: Customer service phone numbers - Microsoft Support.

Alternatively, you can look for the way to find your admin through this link: How do I find my Microsoft 365 admin? - Microsoft Support.

Note: We appreciate your understanding regarding the scope of support available through this forum. As moderators, our role is to provide general guidance and assist with common troubleshooting steps. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues but we’ll continue doing our best to support you within the scope of our responsibilities. 

I hope the information provided proves useful.

Thank you for your patience and understanding throughout this process. Should you have any questions or need further assistance, please feel free to reach out at any time.

I look forward to hearing from you.

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