OneDrive for Business will not allow users to sign on

Anonymous
2019-05-01T16:54:11+00:00

I have a few users that are experiencing an issue with the OneDrive app.  While they can drag and drop files to save them in a browser, they always get an error message stating that OneDrive cannot add the account when they try to use the app.  

I've cleared cached credentials, I've even uninstalled office 365 and reinstalled.  They do not have issues with any other Office app.

Microsoft 365 and Office | OneDrive | For home | Windows

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Anonymous
2019-05-21T19:36:03+00:00

Hello Qing,

I believe that I've fixed the issue, but it raises some questions.

I attempted to log on to the user's machine using my credentials, but it gave me an error regarding the domain.  I validated that the computer was on VPN (using local admin account), then tried again.  When this didn't work, I took the computer off the domain, restarted, put it on the domain again and restarted.  The user was then able to sign on to all Office products and save Excel/Word documents to OneDrive.

I then validated this on the other user's computer by performing the same process of removing from domain and adding it again.  This user was not remote, so they were certainly connected to the domain physically and they were able able to utilize applications and shared folders on the domain without issue.

Why would the computer having domain issues affect this?  We allow users to download Office to personal computers if they have the appropriate license.  So far no user that has this at home has the same issue, so the fact that it wasn't on the domain shouldn't matter. 

Can you enlighten me regarding this situation?  I do not like mysteries and this is driving me crazy.

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  1. Anonymous
    2019-05-05T08:05:16+00:00

    Hi Mike, 

    Did you need further help? Do you have any updates?

    Regards,

    Qing

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  2. Anonymous
    2019-05-03T19:24:27+00:00

    Hi Mike,

    Thanks for your updates.

    According to your description, I found that your Office version is not the newest version.

    I suggest you help the user install the newest version of OneDrive to check the result:

    Sync files with the OneDrive sync client in Windows

    Besides, could you help me check if you can sign into OneDrive with another account without issue? We need to check if the issue is related account or the computer.

    Regards,

    Qing

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  3. Anonymous
    2019-05-02T19:51:34+00:00

    Hello,

    The problem started on 29 April 2019.  No changes were made to the computer as far as I'm aware (user does not have admin access and cannot add/remove programs without it).

    This isn't the only user here that has this issue.  When trying to open OneDrive it asks for the user to sign in, they choose their account, then it says "Couldn't add account"

    The version was 18.151.0729.0013

    When running the command to reset OneDrive it says that it cannot be completed and to try again in a minute.  I get the same message if I wait a few minutes and try again.

    As an aside, both this user and the other user that is having this issue changed their password a few days prior to noticing the issue.  As previously noted, credentials were removed from credential manager once the problem arose.

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  4. Anonymous
    2019-05-01T18:37:04+00:00

    Hi Mike,

    Thanks for posting on our forum.

    According to your description, the issue occurs when you sign into OneDrive.

    I suggest you try resetting it to check the result:

    1. Open a Run dialog by pressing Windows key and R.
    2. Type %localappdata%\Microsoft\OneDrive\onedrive.exe /reset and press OK. A Command window may appear briefly.
    3. Manually launch OneDrive by going to Start, type OneDrive in the search box, and then click on the OneDrive desktop app.

    For more information about the steps, you can refer to the following article:

    OneDrive is stuck on “Processing changes"

    If the issue still exists, could you please provide the following information?

    1. When did the issue occur? Which operation have you taken before the issue occurred, such as updating OS version?
    2. The screenshot of error message.
    3. The version of OneDrive.

    Regards,

    Qing

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