One & sharepoint

Question

One & sharepoint

HOSSAM Y. AL GENDY 0

Greetings

i am having and issue with one drive and sharepoint file explorer icons is not showing anything when i click on them, but if i click on taskbar cloud for onedrive and open folder it works fine and also if i navigate to c:\users\username\ them either one drive or sharepoint it is working fine.

what i tried is restart pc, unlink/link account,deleting the one drive folders, onedrive reset command

all of this not working

regards

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1 answer

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Answer 1

Liora D 17,645 Microsoft External Staff Moderator

Dear @HOSSAM Y. AL GENDY,

I hope you’re having a good day.

Thank you for providing the details of the troubleshooting you've already performed. I appreciate that you've already tried several common recovery steps, including restarting the PC, unlinking/relinking the account, deleting the OneDrive folders, and running the OneDrive reset command.

Based on your description, what stands out is that:

You can successfully open your OneDrive folder from the OneDrive cloud icon in the notification area.
You can access both OneDrive and SharePoint-synced folders directly through C:\Users\<username>\.
The problem appears to occur only when selecting the OneDrive or SharePoint entries from the File Explorer navigation pane.

This suggests that the OneDrive sync client and the local folders are still functioning, and the issue may instead be related to the File Explorer navigation pane or its integration with OneDrive/SharePoint rather than the synchronization process itself.

To help narrow this down, could you please provide:

A screenshot of File Explorer showing the OneDrive and SharePoint entries.
What exactly happens when you click the affected icons:
- Nothing happens?
- File Explorer freezes?
- A blank window appears?
- An error message is displayed?
Whether the same behavior occurs when signing in with a different Windows user profile on the same device.

As an additional test, please try restarting Windows Explorer separately:

Open Task Manager.
Locate Windows Explorer.
Right-click it and choose Restart.
Test the OneDrive and SharePoint icons again.

The results of the above checks should help determine whether this is related to the current Windows profile, File Explorer integration, or another local Windows component.

I look forward to your update and will be glad to continue investigating with you.

Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.

Warm regards,

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.

Liora D 17,645 Reputation points Microsoft External Staff Moderator

2026-06-25T15:20:24.3433333+00:00

Hi HOSSAM Y. AL GENDY,

I just wanted to follow up to see how things are going with the information I shared above. I truly hope it was helpful and brought you closer to resolving the issue.

If you’ve had a chance to review it and have any updates, questions, or if you ran into any difficulties along the way, please don’t hesitate to let me know. I’m more than happy to assist further if needed.

It would be great to hear back from you!

Warm regards,

Liora.
Suliman Attili 0 Reputation points

2026-06-30T11:33:07.62+00:00

@Liora D I am colleague of Hossam.

-Below a screenshot:

2-What exactly happens when you click the affected icons:

when clicking on either onedrive or sharepoint no freeze or error message appear, it just does nothing and the file explorer is still usable and you can click on other quick shortcuts and it will work normally but clicking on onedrive or sharepoint does nothing.

3-Whether the same behavior occurs when signing in with a different Windows user profile on the same device:

When signing in with another user it on the same device it works normally for both onedrive and sharepoint.

4-Restarting Windows Explorer separately:

Still same behavior and it did not fix the problem.
Liora D 17,645 Reputation points Microsoft External Staff Moderator

2026-06-30T14:11:12.19+00:00
Hi Suliman Attili,

Thank you for the detailed update and the screenshot.

The additional information significantly narrows down the scope of the issue.

From your feedback, I can see that:

OneDrive and SharePoint-synced folders are still accessible through the OneDrive cloud icon and directly through the local profile folders.

Restarting Windows Explorer did not resolve the issue.

Most importantly, the same device works correctly when signed in with a different Windows user profile.

Based on these results, the issue does not appear to be related to OneDrive synchronization, SharePoint connectivity, or the OneDrive client itself. Instead, it seems more likely that the problem is isolated to the affected Windows user profile or its File Explorer integration.

As the next step, I recommend:

Run system integrity checks

Open Command Prompt as Administrator and run: sfc /scannow

After it completes, run: DISM /Online /Cleanup-Image /RestoreHealth

Then restart the device and test the OneDrive and SharePoint entries again.

Create a new Windows profile for testing

Since another profile on the same device already works correctly, I would recommend creating a new test profile to confirm whether the issue is profile specific.

Open Settings > Accounts > Other users.

Select Add account.

Choose I don't have this person's sign-in information.

Select Add a user without a Microsoft account.

Create a temporary test profile.

Sign in to the new profile.

Configure OneDrive and test both the OneDrive and SharePoint entries in File Explorer.

If the new profile works correctly

If everything functions normally in the new profile, that would strongly indicate that the issue is isolated to the original Windows profile.

In that case:

We can reasonably narrow the issue down to the current Windows user profile rather than OneDrive, SharePoint, or Windows itself.

The new profile could be used as a practical workaround while avoiding further disruption.

This would also help determine whether additional investigation into the original profile is necessary.

Please let me know:

The results of the SFC and DISM scans.

Whether the newly created Windows profile can access the OneDrive and SharePoint entries normally from the File Explorer navigation pane.

I look forward to your update.
Suliman Attili 0 Reputation points

2026-07-01T10:56:07.78+00:00

@Liora D I have done the steps in point 1 but unfortunately still same issue persists.

Creating a new profile solves the issue, but I was looking for another solution because the profile has settings and customization and we have multiple users that are facing this issue and it will be difficult to do it for all of them.

Are there any other ways to try and fix the profile?

Thank you,
Liora D 17,645 Reputation points Microsoft External Staff Moderator

2026-07-01T11:15:33.47+00:00
Hi @Suliman Attili,

Thank you for the update.

The fact that SFC/DISM did not resolve the issue, while creating a new Windows profile immediately restores normal functionality, strongly suggests that the problem is related to the affected Windows user profile.

The additional detail that multiple users are experiencing the same behavior is particularly important. Since this is no longer an isolated profile issue and rebuilding profiles for multiple users may not be practical, I would recommend having your Microsoft 365 administrator open a support ticket with Microsoft for further investigation.

When opening the ticket, please mention that:

OneDrive and SharePoint folders remain accessible through local paths and the OneDrive client.

The issue only affects the OneDrive and SharePoint entries in the File Explorer navigation pane.

SFC and DISM completed successfully but did not resolve the issue.

Creating a new Windows profile resolves the problem.

Multiple users are affected.

You can raise support ticket from Microsoft 365 Admin Center>Support>Help & Support.

For reference:  Get support | Microsoft Docs  

Please understand that, as a community moderator, I don't have access to the diagnostic tools required to investigate profile-level or environment-wide issues. Microsoft Support will be able to collect detailed logs and determine whether this is related to a broader Windows or OneDrive integration issue.

Thank you again for the detailed testing and feedback. I hope you're able to reach a resolution soon, and please feel free to share any updates from Microsoft Support.

Kind regards,

If my replies have helped narrow down the cause and identify the next appropriate step, please consider marking the most helpful response as "Accept Answer." This helps other community members facing similar issues find relevant guidance more quickly.