Cannot access files in Personal Vault after unlocking

Question

I have not been able to access my Personal Vault for 3 days. Every time I completed the authentication, I would be led to the Personal Vault page showing an error with a retry button. I was using the browser Arc. I have tried clearing my cookies, and using an incognito window. Same error.

Today I tried logging in with Safari. I finally was able to see the file list in the Personal Vault, but when I clicked to open an Excel sheet, it says You can't access this site | The action you're trying to perform is blocked by the organization.

This is my personal account. What is this? I have important files saved in there, and now I can't open them.

Answer 1

Hello @C Y

Thanks for providing the details. Since you were eventually able to unlock Personal Vault in Safari but received the message:

"You can't access this site. The action you're trying to perform is blocked by the organization."

on a personal Microsoft account, that message doesn't appear to be expected. It suggests that either the browser is applying a policy (for example, through a work profile or extension) or the OneDrive web session is incorrectly detecting an organizational restriction.

A few things I'd recommend trying:

• Verify that you're signed in only with your personal Microsoft account and not simultaneously with a work or school account in the same browser.
• Try opening Personal Vault using another supported browser (such as Microsoft Edge or Chrome) with all extensions temporarily disabled.
• Sign out of OneDrive completely, clear the browser cache for onedrive.live.com, then sign back in.
• Check whether you can open the same files using the OneDrive desktop app on macOS instead of the browser.
• If possible, test from another device or network to determine whether the issue is browser-specific or account-related.

If the issue persists across multiple browsers and devices, it may indicate a backend issue with your Personal Vault or account. In that case, it would be helpful if a Microsoft moderator could investigate whether there are any service-side issues affecting access to Personal Vault for this Microsoft account.

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