OneDrive for Business Next Generation Sync Client shows error "Your OneDrive has not been set up"

Anonymous
2016-06-28T13:42:50+00:00

Two days ago I received a OneDrive for Business notification that I had to download and install the new, Next Generation Sync Client.

I am on Windows 8.1 64bit, and Office 2016 32bit (Office 365 Pro Plus, installed via C2R). Both OS and Office are up to date.

The MS transition article (here) says that the new client takes over from the old one seamlessly. It hasn't in my case! It has disconnected my library from the old client, but when I try to sign in to the new client using my Office 365 account, I get an error message saying "Your OneDrive has not been set up. For help, contact your IT department" I am the admin for my Office 365 tenant, and for the computer I am using, so no issues with permissions at either end.

To date I have tried the following resolutions, with no luck:

  1. Office 365 offline repair - makes no difference
  2. Office 365 online repair - makes no difference
  3. Remove, clean registry and re-install new OneDrive client - makes no difference
  4. Reconnect old client to original library - fails with notification that the new Sync client must be used instead.
  5. Clear the Office 365 file cache using this method - makes no difference
  6. Reset the new OneDrive client using the methods listed on this thread - makes no difference
  7. Manually delete files and registry entries at the following locations to remove OneDrive library connections: makes no difference.
  • %localappdata%\microsoft\onedrive\logs
  • %localappdata%\microsoft\onedrive\settings
  • HKCU\Software\Microsoft\OneDrive\Accounts
  1. Sign in to the new Client with a separate account - Success! so...

So, since I can connect the new OneDrive for Business sync client to a library that I have never synced before (totally separate account, separate Office 365 tenant), why can't I sync my existing account?

Presumably something in the local settings in my OneDrive is corrupted. Would anyone know how I completely clear both the old and new OneDrive account information?

Thanks

Richard

Microsoft 365 and Office | OneDrive | For home | Windows

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  1. Anonymous
    2016-06-29T13:28:20+00:00

    Hi All,

    Service Health Dashboard has indicated that issue SP71574 has been resolved as of: Tuesday, June 28, 2016, at 11:00 PM UTC. If you are still experiencing an issue, please let us know as this may indicate either a scoping issue or an independent problem.

    Thanks,

    Eric Yang

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  3. Anonymous
    2016-06-28T15:43:02+00:00

    Hi Everyone,

    This issue was posted to the Service Health Dashboard (SHD) as incident SP71574 starting at Tuesday, June 28, 2016, at 3:00 PM UTC. The user experience of this incident is: Users may be unable to sign in to OneDrive for Business when using the Next Generation Sync Client, and they may receive an error which states, "Your OneDrive has not been setup". A suggested workaround is: While we're focused on remediation, users may be able to access the service using the OneDrive for Business website as an alternative method. Tenant administrators can view current information and updates on SHD at the link here

    https://portal.office.com/admin/default.aspx#@/ServiceStatus/ServiceStatusHistory.aspx.   

    If you are experiencing a similar issue and do not see an SHD post, please let us know by sharing your tenant information via Private Message (PM) as this may indicate either a scoping issue or an independent problem.

    I will be closing this thread for further posting in order for affected customers to easily identify the information here. You may subscribe to this thread or refer to SHD for the updated information. I will also post back here once the issue has been resolved on SHD.

    Thanks,

    Kerwin

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  4. Anonymous
    2016-06-28T14:52:04+00:00

    Hi Richard,

    Since you have tried so many resolutions but the issue persists, we may need to collect some logs and your tenant information for further investigation. To protect your privacy, I have sent you a private message. Please access it via the link below:

    https://answers.microsoft.com/en-us/privatemessages/list

    @Yannick,

    Could you please share the SR number with us? I also sent a private message to you.

    Thanks,

    Ran

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  5. Anonymous
    2016-06-28T14:42:29+00:00

    Hello Richard,

    I have the same problem with an OS fresh installation. It seems that if the OneDrive was synced once, it will not be possible to sync again. 

    I opened a service request for this problem. I will update this thread if i have any solutions.

    Regards,

    Yannick

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