Solve problems you’re having with the OneDrive for Business sync app

The OneDrive for Business sync app lets you Sync OneDrive for Business or SharePoint site libraries to your computer so you can work with your files in File Explorer on your local computer. For general information about OneDrive for Business, see What is OneDrive for Business?

This article describes problems you may have using the OneDrive for Business sync app, and offers solutions or workarounds.

In this article


Do I have the OneDrive for Business sync app on my computer?

Most versions of Office 2013 or Office 365 come with the OneDrive for Business sync app. If your version of Office includes the OneDrive for Business sync app, you’ll find it in your Office program group, listed as OneDrive for Business 2013. The table below shows what this looks like if you’re running Windows 8 or Windows 7.

In Windows 8 In Windows 7
OneDrive for Business program tile in Windows 8 OneDrive for Business in the Office 2013 program group in Windows 7

If you don’t have the OneDrive for Business sync app, you can download it for free.

How do I fix sync problems?

The OneDrive for Business sync app may occasionally have problems uploading or downloading files or folders. This can happen, for example, if a file contains invalid characters or if it’s file type is not allowed. Similarly, you may get sync errors if a library is too large or if you don’t have permission to download a library.

Whenever you have a sync problem, a sync error image overlays the OneDrive for Business menu icon in your Windows notification area. Select the OneDrive for Business menu icon and then select View sync problems.

View sync problems in the error resolution window

An error dialog box opens that describes and current sync problems and suggests actions you can take to fix them.

If you’re having a lot of sync problems, consider running Repair to reset your connections. Repair disconnects and then reconnects all libraries you were previously syncing with the OneDrive for Business sync app.

Why am I seeing similar versions of the same file in my synced library folder?

This is from editing conflicts. Editing conflicts with Office files are reported as sync problems and you can fix them as described above. But editing conflicts with other types of files are not reported as sync problems. Instead, OneDrive for Business creates a new version of the file, and appends the device name to the file name. For example:

Editing conflicts with non-Office file types result in a duplicate file

When you see this happen, it’s up to you to decide how to treat these file versions. You might consider one of these actions:

  • If possible, compare the file versions by opening them in an application, merge changes into one, consolidated version, and then delete the other versions.
  • Rename file versions to distinguish them.
  • Keep both versions of the file.

 Note    OneDrive for Business will create up to 10 conflict versions for these types of files.

What are the limitations of using the OneDrive for Business sync app with Office 2010 applications?

The OneDrive for Business sync app is an Office 2013 application and is optimized to work with files opened with other Office 2013 applications. You can open and update Office files in your synced OneDrive for Business folder using Office 2010 applications, but there are a few important differences in behavior. The following table describes these differences and how to work around them.

Issue Details and recommendations
Co-editing and checkin/checkout features are not available, so you won’t be notified when someone else is editing the same file. This may result in an editing conflict.

If you want to collaborate on Office files you’re storing in your OneDrive for Business, we recommend that you and your co-editors open these files in a web browser, instead of in the synced folder on their local computers.

  1. Sign in to Office 365 or your SharePoint 2013 account.
    Office 365 portal sign in screen
  2. Select OneDrive at the top of the page to open your OneDrive for Business library.
    OneDrive for Business link in the navigation bar
  3. Select the file you want in the web browser.

You may sometimes need to refresh documents in the synced folder to ensure that you have the latest updates.

If someone else edits a document you have in your local, synced folder, you won’t have their changes until the next scheduled sync. You can ensure that you always have the most current content by Manually syncing the folder before you open the document.

To do a manual sync, click the OneDrive for Business icon in your system tray, and then click Sync Now.

OneDrive for Business manual sync command

You see two versions of the Office Upload Center in your system tray.

The Windows system tray showing two versions of the Microsoft Upload Center

This is normal. One version is for OneDrive for Business because it’s an Office 2013 application, and the other is for Office 2010.

In a SharePoint 2010 library, commands intended for starting SharePoint Workspace activities are either disabled or result in an error message. If you want to sync a SharePoint 2010 library, use the SharePoint Workspace launchbar.

Why am I seeing Office 2013 updates in Windows Update?

After you install OneDrive for Business using the free download, you may sometimes see Office 2013 software updates in Windows Update that appear to be unrelated to OneDrive for Business. You get these updates because OneDrive for Business has a number of Office 2013 dependencies. We recommend that you install these updates.

What web address am I’m supposed to enter for my OneDrive for Business library in the sync app wizard?

The first time you run the OneDrive for Business sync app, the sync app wizard normally detects the web address of your OneDrive for Business library. However, in some configurations, OneDrive for Business can’t find this address and leaves the web address field blank.

OneDrive for Business sync app wizard with an empty web address box

If this is your experience, close the sync app wizard, and then do the following:

  1. Open a web browser.
  2. Sign in to Office 365 or your SharePoint 2013 account.
    Office 365 portal sign in screen
  3. Select OneDrive at the top of the page to open your OneDrive for Business library.
    OneDrive for Business link in the navigation bar
  4. Click Sync at the top of the page.
    Sync a library to your computer
    This will start the sync app wizard with the library’s address in the web address field.

How do I stop syncing my OneDrive for Business library?

If you’re having problems with a synced library folder, it’s sometimes simplest to just stop syncing the library, and then start syncing the library again, as if for the first time. For details on these tasks, see Stop syncing a library with the OneDrive for Business app and Sync a library to your computer.

Why is the “Sync” button opening the Create New Workspace dialog box instead of the OneDrive for Business wizard?

You clicked Sync in a SharePoint 2013 library expecting to see the sync app wizard, but the SharePoint Workspace Create New Workspace dialog box opened instead. This behavior may result from an update of your Office 2010 installation that occurs after you’ve installed Office 2013 or the standalone OneDrive for Business sync app. When this happens, SharePoint Workspace becomes the default sync app for SharePoint libraries.

To correct this behavior, “repair” your Office 2013 installation. For details on repairing your Office installation, see Repair Office programs.

 
 
Applies to:
OneDrive for Business, SharePoint Online Enterprise (E1), SharePoint Online Midsized Business, SharePoint Online operated by 21Vianet - Enterprise (E1 & E2), SharePoint Online operated by 21Vianet - Midsized Business, SharePoint Online operated by 21Vianet - Small Business, SharePoint Online operated by 21Vianet - Website, SharePoint Online Small Business, SharePoint Online Website, SharePoint Server 2013 Enterprise, SharePoint Server 2013 Standard, SharePoint Workspace 2010