OneDrive will not sync

Question

OneDrive will not sync

Glyndwr Bartlett 0

I have been trying for over two months to get support for OneDrive not syncing. The original team could not fix it and asked me to raise another ticked for a soft reset. I have raised three requests for the soft reset without a response.

Please help.

Glyndwr Bartlett 0 Reputation points

2026-02-23T21:49:28.9966667+00:00

The original case number is [Moderation note: Personal information removed]
Glyndwr Bartlett 0 Reputation points

2026-02-23T21:52:00.5966667+00:00

I can not add the responses from Microsoft as they are "This answer has been deleted due to a violation of our Code of Conduct. The answer was manually reported or identified through automated detection before action was taken. Please refer to our Code of Conduct for more information."
Erland Sommarskog 134.7K Reputation points MVP Volunteer Moderator

2026-02-23T22:34:46.8333333+00:00

The spam filter on this site can be aggressive at times (but so are the spammers), and sometimes delete legit posts. I have restored one of you post with response from the team. I saw that you also had posted a new Question, which had shared the same fate. I did not restore that question, as that would only be a duplicate thread.
Glyndwr Bartlett 0 Reputation points

2026-02-24T00:57:11.52+00:00

@Erland Sommarskog Thank you.
Glyndwr Bartlett 0 Reputation points

2026-02-26T22:02:17.6533333+00:00

Microsoft has now closed my ticket without fixing the issue. How can I get help to fix this issue please?

4 answers

Your answer

Glyndwr Bartlett 0 Reputation points

2026-02-23T21:49:28.9966667+00:00

The original case number is [Moderation note: Personal information removed]
Glyndwr Bartlett 0 Reputation points

2026-02-23T21:52:00.5966667+00:00

I can not add the responses from Microsoft as they are "This answer has been deleted due to a violation of our Code of Conduct. The answer was manually reported or identified through automated detection before action was taken. Please refer to our Code of Conduct for more information."
Erland Sommarskog 134.7K Reputation points MVP Volunteer Moderator

2026-02-23T22:34:46.8333333+00:00

The spam filter on this site can be aggressive at times (but so are the spammers), and sometimes delete legit posts. I have restored one of you post with response from the team. I saw that you also had posted a new Question, which had shared the same fate. I did not restore that question, as that would only be a duplicate thread.
Glyndwr Bartlett 0 Reputation points

2026-02-24T00:57:11.52+00:00

@Erland Sommarskog Thank you.
Glyndwr Bartlett 0 Reputation points

2026-02-26T22:02:17.6533333+00:00

Microsoft has now closed my ticket without fixing the issue. How can I get help to fix this issue please?

Answer 1

Glyndwr Bartlett 0

I used Claude AI to resolve this issue by feeding in all the information. The solution it came up with was to format the SD (D: drive) as 'NTFS' instead of the default 'exFAT'. So I backed up the SD, reformatted and reconnected to OneDrive. This worked. I am very disappointed that Claude AI was able to resolve the issue in such a short time when Microsoft's technical support team was unable to resolve the issue in over three months and closed several tickets without resolution! I guess it is true that AI will be replacing technical support jobs sooner rather than later.

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Answer 2

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This answer has been deleted due to a violation of our Code of Conduct. The answer was manually reported or identified through automated detection before action was taken. Please refer to our Code of Conduct for more information.

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Answer 3

Glyndwr Bartlett 0

This is the email from the original team: Dear Glyndwr,

I hope this message finds you well.

I am following up regarding your support request for Case number: 7094527302.

Previously, our engineering team investigated the issue and confirmed that OneDrive works correctly with the same account on a different device. This suggests the issue is specific to your current machine and not related to OneDrive itself.

Could you please let me know if you have contacted the Windows support team and performed a soft reset on the affected machine as suggested? If you need further assistance or have any updates, please reply to this email.

If you have not yet reached out to Windows support, please follow the steps provided in my previous message to get help with your device. Once you have completed these steps, let me know the outcome so I can assist you further if needed.

Once you respond, we’ll start working on your issue again. Please note, if we don’t receive a reply within the next few days, we’ll consider your case resolved and close the case. If the case is closed, you’ll receive a separate email with an opportunity to tell us about your experience. Your feedback is important to us.

Thank you for your attention and cooperation.

Prashant Sharma

Glyndwr Bartlett 0 Reputation points

2026-02-24T00:53:49.88+00:00

This is what was on the previous email mentioned. The results of doing this did not resolve the issue.

Dear Glyndwr,

Thank you for your reply.

We have reviewed this case further with our engineering team, and based on their guidance, the next step is to create a new test user profile on your PC. This will help us determine whether the issue is isolated to your current profile or if it is affecting the system more broadly.

The reasoning behind this request is that sometimes performance or configuration issues can be tied specifically to a user profile. By testing OneDrive in a fresh profile, we can validate whether the sync and functionality work correctly in a clean environment. If OneDrive operates as expected in the new profile, it confirms that the problem is limited to your existing profile settings or data. If the issue persists even in the new profile, then we will have stronger evidence to escalate the matter further for a deeper investigation.

To proceed, please:

Create a new local user profile on your PC.

Unlink OneDrive from old user profile.

Sign in with your Microsoft account in that profile.

Set up OneDrive sync and check if the application works properly.

Share the results with us so we can advise on the next course of action.

We appreciate your cooperation and patience as we work through this. Your feedback is critical in helping us narrow down the root cause and ensure a lasting resolution.

Thank you,

Prashant S.

OneDrive Escalations.

Answer 4

Glyndwr Bartlett 0

The original team has tried all the steps provided in the automated AI response.

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OneDrive will not sync

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