Issue with Outlook and One Drive Syncing with Outlook on the web

Question

I have 2 Microsoft accounts on my outlook on my laptop. One is the personal account which is also the account registered to the device and shows up during startup of the device and the other is another account that is connected to Outlook and One drive Only.

My first personal account which is the main account attached to the device is no longer syncing with One Drive as well as with Outlook. My second account has no issues with the Outlook and One Drive sync.

For the first account with the issue, I have tried rebooting the computer, turning the internet off and on but i still get an error saying my computer is not connected to the internet when it is and I can do everything else including email and one drive with my second account.

This happened suddenly 2 days ago and I cannot find a fix. I have also tried to remove the first account from outlook but it does not give me an option to do so.

Can you help?

Answer 1

I see, your main account is signed in to Windows but its app authentication is likely broken, which is why all 365 apps fail to sync. Go to Control Panel > Credential Manager > Windows Credentials, remove all entries linked to your email or Office, then open Settings > Accounts > Email and accounts and remove the account under “Accounts used by other apps” if listed. Restart your device, then open Word or OneDrive and sign in again with the same account.

Answer 2

Please let me know if you need more assistance. Thanks and keep safe.

Answer 3

Are you using a local Windows profile linked to that account or a full sign in with it on the device?

Answer 4

Hello,

Quick check, when you sign in to Outlook on the web with that first account, does everything load normally?

A reliable fix is to reset the Windows account connection.

Go to Settings > Accounts > Access work or school, select the affected account if listed and disconnect it, then restart your device and add it back again.

After that, sign in again in OneDrive and Outlook. This refreshes the account identity and resolves sync errors like “not connected to the internet” when only one account is affected.

Answer 5

Follow these steps focusing on the problematic (first) account only:

1. Check Outlook on the web and device partnership
   1. Sign in to Outlook on the web with the first account.
   2. Go to Settings > General > Mobile devices.
   3. In the device list, select the laptop (and any duplicate entries for it), then select the delete icon to remove the device partnership.
   4. Select Save at the top.
   5. On the laptop, power it off completely, wait a few seconds, then turn it back on and let Outlook sync again.
2. Repair OneDrive sync for the first account
   1. On the laptop, right‑click the OneDrive icon in the Windows notification area.
   2. If the first account’s OneDrive is listed, stop syncing its library:
      • Select Stop syncing a folder….
      • Select the folder for the first account and choose Stop syncing, then confirm with Yes and OK.
   3. Set up sync again for that account following the standard OneDrive sign‑in and sync steps for Windows.
3. Fix possible OneDrive account credential issues If OneDrive shows messages like “You’re syncing a different account” or similar for the first account on this laptop:
   1. Press Windows key + R.
   2. Enter:

            %localappdata%\Microsoft\OneDrive\settings
      

      and select OK.
   3. Delete the file PreSignInSettingsConfig.json.
   4. Start OneDrive again and sign in with the first account.
4. Remove and re‑add the account in Mail/Outlook app (if applicable) If the first account is added in the Windows 10 Mail/Calendar app or new Outlook for Windows:
   1. Open Mail from Start.
   2. At the bottom of the left navigation pane, select the settings icon, then Manage Accounts.
   3. Select the first account and choose Delete account from this device.
   4. Add the account again using the normal setup flow. If it still will not sync, add it using advanced setup as described in the Mail app setup guidance.
5. If the account still cannot sign in or sync If the first account continues to report “not connected to the Internet” only for that identity, use the Outlook.com interactive troubleshooter and support options for that account, as there may be a backend or account‑specific issue:
   • Use the Outlook.com help and “Still need help?” options to contact support while signed in with the first account.

If the issue started suddenly and only affects one account on the same device and network, removing the device partnership in Outlook on the web and refreshing OneDrive credentials (steps 1 and 3) are the most likely fixes.

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References:

• Fix email sync issues by removing a device from your Outlook mailbox
• Repair sync connections in OneDrive for work or school
• OneDrive shows "You're syncing a different account" error
• Resolve sync issues in Mail and Calendar apps in Windows 10