Troubleshoot OneDrive Sync and File Opening Issues

This article provides troubleshooting steps for common Microsoft OneDrive sync issues, red X sync errors, and problems opening Word, Excel, or PowerPoint files saved in OneDrive.
Before you begin: Make sure you are connected to the internet and signed in to OneDrive with your full FAU email address, such as FAUNetID@fau.edu or FAUNetID@health.fau.edu. You may be redirected to FAU single sign-on and prompted to authenticate with Microsoft Authenticator.
First step: Confirm that you can access your files in OneDrive online. If OneDrive online works but the desktop app does not sync, the issue is likely related to the OneDrive sync app, file names, permissions, local device settings, or a sync restriction.

Check OneDrive Online ▾

The first troubleshooting step is to confirm that your OneDrive files are available online.

  1. Select the white or blue OneDrive cloud icon in the notification area at the far right of the Windows taskbar.
  2. Select Help & Settings, More, or the gear icon, depending on your version of OneDrive.
  3. Select View online.
Alternative: You can also go to https://portal.office.com, sign in with your FAU email address, and select OneDrive.

What to check online

  • Confirm that the missing or problem file appears in OneDrive online.
  • Try opening the file from OneDrive online.
  • Confirm that you still have access to the file or folder.
  • If the file exists online but not on your computer, check the OneDrive sync app on the computer.

Check OneDrive Sync Status ▾

The OneDrive cloud icon and the icons shown in File Explorer or Finder can help identify the sync issue.

  • Red X: OneDrive is reporting a sync problem with one or more files or folders.
  • Blue or white cloud icon missing: OneDrive may not be running.
  • Paused icon: Syncing may be paused.
  • Sign-in prompt: OneDrive may not be signed in or may need authentication.
  • Sync pending or processing changes: OneDrive may still be syncing, or a file may be stuck.

If the OneDrive icon is missing

  1. Select Start.
  2. Search for OneDrive.
  3. Open the OneDrive app.
  4. Sign in with your full FAU email address if prompted.

If OneDrive is paused

  1. Select the OneDrive cloud icon.
  2. Select Resume syncing, if available.
  3. Wait for OneDrive to check for changes.

If OneDrive shows an error

  1. Select the OneDrive cloud icon.
  2. Review the error message shown in the OneDrive activity window.
  3. Open the file or folder listed in the error and check for unsupported characters, long file paths, permissions issues, or files that are open in another program.

Check Common Sync Issue Causes ▾

If OneDrive online works but files are not syncing correctly on the computer, check for common OneDrive sync restrictions.

Unsupported characters in file or folder names

OneDrive may not sync files or folders that contain unsupported characters in the name. Rename the file or folder to remove unsupported characters.

Examples of unsupported characters can include:

  • <
  • >
  • :
  • "
  • |
  • ?
  • *
  • /
  • \

File path is too long

OneDrive and SharePoint in Microsoft 365 have path length restrictions. The full path includes the drive location, folders, subfolders, and file name. If the full path is too long, shorten the file name, shorten folder names, or move the file closer to the top-level OneDrive folder.

Important: Older guidance may mention 128 or 260 character limits. Microsoft 365 OneDrive and SharePoint support up to 400 characters for the total file path, but keeping file and folder names shorter is still recommended because apps and sync scenarios can have additional limitations.

Other common causes

  • The file is open in another program.
  • The file is very large and still uploading or downloading.
  • You no longer have permission to the file, folder, Teams location, or SharePoint site.
  • The computer is offline or on an unstable network connection.
  • OneDrive is paused, signed out, or stuck processing changes.
  • Windows, macOS, Microsoft Office, or OneDrive needs updates.

Run Updates and Restart OneDrive ▾

If OneDrive online works but the desktop app is still not syncing, make sure the computer and OneDrive are up to date.

Windows

  1. Run the latest Windows Updates.
  2. Restart the computer.
  3. Open OneDrive again.
  4. Check the OneDrive cloud icon for sync status or error messages.

Mac

  1. Install available macOS updates.
  2. Restart the Mac.
  3. Open OneDrive again.
  4. Check the OneDrive cloud icon in the menu bar for sync status or error messages.
Tip: If OneDrive appears stuck, closing and reopening OneDrive may help. If the issue continues, use the unlink and relink steps below.

Troubleshoot File Opening Errors ▾

You may see an error when opening Word, Excel, or PowerPoint files saved in OneDrive. The error may appear when opening the file from Microsoft Office or from File Explorer.

You may also see a red X over OneDrive - Florida Atlantic University, Documents, or other synced folders in File Explorer.

Possible causes

  • The file or folder name contains unsupported characters.
  • The full file path is too long.
  • The file is still syncing or is stuck with a sync error.
  • The file is open in another program.
  • You do not have permission to the file or folder.
  • The Office app needs to be updated or restarted.

Rename a file or folder with a long path or unsupported characters

  1. Open File Explorer.
  2. Go to OneDrive - Florida Atlantic University.
  3. Locate the file or folder causing the error.
  4. Right-click the file or folder.
  5. Select Rename.
  6. Shorten the name or remove unsupported characters.
  7. Press Enter.
  8. Wait for OneDrive to sync the change.
  9. Try opening the file again.
Tip: If the file is inside many nested folders, moving it closer to the top-level OneDrive folder can help reduce the full path length.

Unlink and Relink OneDrive ▾

If the steps above do not resolve the issue, unlink OneDrive and run OneDrive setup again.

Note: Unlinking OneDrive does not delete your files from OneDrive online. Your local OneDrive folder is disconnected from the cloud until you sign in and set up sync again.
  1. Select the white or blue OneDrive cloud icon in the notification area at the far right of the Windows taskbar.
  2. Select Help & Settings, More, or the gear icon.
  3. Select Settings.
  4. Select the Account tab.
  5. Select Unlink this PC.
  6. Confirm the prompt.
  7. Open OneDrive again.
  8. Sign in with your full FAU email address.
  9. Complete FAU single sign-on and Microsoft Authenticator verification, if prompted.
  10. Follow the Welcome to OneDrive setup wizard.
Important: After relinking OneDrive, it may take time for OneDrive to compare files and resume syncing. Do not delete local files unless you are sure they are already available online or no longer needed.

If Sync Issues Continue ▾

If OneDrive still does not sync correctly after checking online access, file names, path length, updates, and unlinking/relinking, additional troubleshooting may be needed.

  • Confirm that the issue affects only OneDrive sync and not internet access generally.
  • Confirm whether the problem happens with one file, one folder, or all OneDrive files.
  • Check whether the same file opens from OneDrive online.
  • Check whether other users have access to the same shared file or folder.
  • Contact the Help Desk before resetting OneDrive if you are unsure whether files are fully synced.
Note: Resetting OneDrive can resolve some sync issues, but it may cause OneDrive to perform a full sync again. Contact the Help Desk if you are unsure whether this step is appropriate.

Troubleshooting ▾

  • If you cannot access OneDrive online, confirm that you are signing in with your full FAU email address.
  • If Microsoft Authenticator does not appear or authentication fails, verify that Microsoft Authenticator is set up and working for your FAU account.
  • If OneDrive online works but the desktop app does not sync, check the OneDrive cloud icon for error messages.
  • If only one file fails to sync, check that file name, folder name, file path length, and permissions.
  • If multiple files fail to sync, check whether OneDrive is paused, signed out, or stuck processing changes.
  • If a file opens online but not from File Explorer, try renaming the file or shortening the folder path.
  • If a shared Teams or SharePoint folder does not sync, confirm that you still have permission to the team, site, or library.
  • If unlinking and relinking OneDrive does not resolve the issue, contact the Help Desk for assistance.

Still Need Help?

If you are still having issues with OneDrive sync or opening files saved in OneDrive, please contact the Help Desk at 561-297-3999 or submit a ticket for assistance.

Submit a OneDrive support request

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