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OneDrive additional storage plans. As a Microsoft 365 subscriber, you can purchase any of the following storage plans: 1 TB included with Microsoft 365. Add 200 GB for $1.99/mo. Add 400 GB for $3.99/mo. Add 600 GB for $5.99/mo. Add 800 GB for $7.99/mo. Get more done with Microsoft 365 Create your best work with the latest versions of Word, Excel, and other Office apps. Plus, get 1 TB of cloud storage, document.

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Original KB number: 10104

Summary

This article is for anyone who can't sync OneDrive for Business. You'll find detailed troubleshooting steps towards resolving the sync issues. The estimated time of completion is 5-10 minutes.

Note

To determine which OneDrive sync client you're using, see Which OneDrive sync client am I using?
If you are using OneDrive not OneDrive for Business, and you encountered sync issue, you can look for the solutions in Fix OneDrive sync problems.

Update OneDrive for Business to the current release

If you come from the article Fix OneDrive sync problems, see Is the library configured to be available offline? to begin at the next step.

OneDrive for Business is updated frequently. If you don't have the most current version of the groove.exe sync app, you might have problems syncing. Follow these steps to make sure you have the latest version.

Before we are starting to troubleshoot OneDrive for Business sync issue, we'd better to do some basic checking at first.

Review conflicts

Sometimes a conflict is detected between the local and server copies of files you're trying to sync.

When a conflict is detected, you may see a sync error notification briefly. After that, the OneDrive for Business icon will display an error indicator in your system tray.

To resolve the conflict, right-click or press and hold the OneDrive for Business icon, and then choose Resolve. You will see the options available for your conflict.

If a conflict occurred with an Office file type, you should see the following options:

  • Open to Resolve opens the file in a coauthor view. First select Save to refresh the open copy with the new content. That will appear highlighted, so you can easily reconcile changes.
  • Save a Copy lets you save a copy of your version outside the synced folder.
  • Discard discards your changes and fetches the new version from the server.

In most cases, you will you'll choose Open to Resolve.

If a conflict occurred with a non-Office file type, you should see the following options:

  • Choose displays information about both versions, and lets you choose whether to keep the server version, your version, or both. Only the server version is saved in the synced folder and library.
  • Save a Copy lets you save a copy of your version outside the synced folder.
  • Discard discards your changes and fetches the new version from the server.

In some cases, OneDrive for Business may not mark conflicts in a non-Office file as an error, but instead save both versions locally. This results 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:

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.

Did this solve your problem?

  • If yes, we're glad that your issue is resolved.
  • If no, see Clear cached files.

Clear cached files

Sometimes, the Microsoft Office Upload Center may affect the OneDrive for Business syncing with SharePoint library, it also may stop the SharePoint sync from progressing.

Try clearing cached files from Upload Center. To do this, follow these steps:

  1. In the notification area of your task bar, find the Microsoft Office Upload Center icon, which is a white up-arrow in an orange circle. (If there are two of these, use the darker one.)
  2. Right-click the icon, and then choose Settings.
  3. Choose Delete cached files.
  4. Confirm by choosing Delete cached information.

Did this solve your problem?

  • If yes, we're glad that your issue is resolved.
  • If no, see Stop and resync your libraries.

Stop and resync your libraries

If you're seeing a large number of errors, and you'd rather not try to resolve each one individually, you might consider starting over: Stop syncing the library, and then sync it again, getting fresh data.

When you stop syncing a folder, this simply disconnects the folder from the library. All files are retained in both the previously synced folder and in the library. Before you sync the library to a new folder, you may want to rename the old one, so that the expected name is available for the new folder. Otherwise, the new folder will be named as a copy, for example, OneDrive @ Contoso 1. Unless you specified a different location for your folder, the folder is located at C:Users<username>OneDrive @ <organization name>.

Important

Do not rename the synced folder after the sync is established. That will break the sync relationship.

  • To stop syncing a library, follow these steps.
  • To start syncing a library again, follow these steps.

Did this solve your problem?

  • If yes, we're glad that your issue is resolved.
  • If no, see Reset the OneDrive for Business cache.

Restrictions and limitations

Sometimes the content you try to sync may not be supported. There are several restrictions on the number of items, size, and file names that might cause your sync to stop.

Read this article to understand limits to the number of items that can be synchronized, size limits, character limits for files and folders, invalid characters and invalid file types. Make sure the files you are trying to sync do not fall into the restrictions or limitations stated in the article. The article also has an automated method for you to rename files and folders so that it will conform with the current requirements of the service.

Did this solve your problem?

  • If yes, we're glad that your issue is resolved.
  • If not, see Repair a sync connection.

Is the library configured to be available offline

A SharePoint administrator may prohibit syncing for a SharePoint site or library. In this case, you will see the following symptoms:

  • When you view the library in a browser, the Sync button is missing.

  • When you try to sync the library, you receive the following error:

    Options set for this library by your administrator prohibit users from syncing it to a local computer. For more information, see your SharePoint administrator.

If you're not a SharePoint administrator, work with your SharePoint administrator to enable syncing of the site.

If you are a site administrator, use the following steps to confirm the site is available for syncing.

  1. Browse to the SharePoint site.
  2. Choose the Settings gear, then choose Site Settings.
  3. In the Search section, choose Search and Offline Availability.
  4. In the Offline Client Availability section, choose Yes.
  5. Choose OK.

If you are an administrator of the library, use the following steps to confirm the library is available for syncing.

  1. Browse to the library.
  2. Choose the Library tab then choose Library Settings.

    Note

    If you don't have the Library tab, select the Gear icon for the Settings menu and then select Library settings.

  3. This is a section to insert various notes.
  4. In the General Settings section, choose Advanced Settings.
  5. In the Offline Client Availability section, choose Yes.
  6. Choose OK.

Did this solve your problem?

  • If yes, we're glad that your issue is resolved.
  • If no, see Confirm or correct your credentials.

Confirm or correct your credentials

If you are not signed in to the SharePoint Online site, you should log in and select the Keep me signed in option to make sure the OneDrive for Business synchronization process works well.

When you supply credentials, be sure to use the credentials associated with the library. In most cases, this will be your Office 365 credentials.

Did this solve your problem?

  • If yes, we're glad that your issue is resolved.
  • If no, see Review conflicts.

Repair OneDrive for Business or Office installation

Before you try uninstalling and reinstalling, try repairing OneDrive for Business or Office. Repairing your Office installation can often resolve issues without the need to uninstall and reinstall. Follow this article to learn how to repair Office programs.

Did this solve your problem?

  • If yes, we're glad that your issue is resolved.
  • If no, see Uninstall and reinstall OneDrive for Business or Office.

Onedrive 365 Sign In Account

Reset Internet Explorer

If previous troubleshooting steps do not help, and other people can sync the library, you may have a custom Internet option that is interfering with the sync. You can try resetting Internet Explorer to its default state, or you can open a support case with Microsoft.

Note

Resetting Internet Explorer removes all previous customizations of Internet Options. This process cannot be undone.

Did this solve your problem?

  • If yes, we're glad that your issue is resolved.
  • If no, see Your issue was not resolved.

Your issue was not resolved

Sorry, but we cannot resolve this issue by using this guide. Here are some other ideas that might help you resolve the problem:

  • Use the self-help options on the Office 365 Community website.
  • Create a support incident at Microsoft Online Services support. Ask your IT administrator to use the above link to create a new support incident.

Repair a sync connection

You can fix sync errors you get while using the OneDrive for Business sync app by choosing View sync problems... in the OneDrive for Business menu. The error dialog recommends solutions for each sync error.

You can also clear all sync errors at once by repairing the sync connection for your OneDrive for Business libraries. Follow these steps to run the Repair command.

Did this solve your problem?

  • If yes, we're glad that your issue is resolved.
  • If no, see Review conflicts.

Reset the OneDrive for Business cache

Sometimes the OneDrive for Business cache needs to be removed and rebuilt in order to sync.

Did this solve your problem?

  • If yes, we're glad that your issue is resolved.
  • If no, see Repair OneDrive for Business or Office installation.

Uninstall and reinstall OneDrive for Business or Office

The steps to uninstall and reinstall either OneDrive for Business or Office depend on whether you installed the applications through a setup program (MSI), or through Click-to-run. Read this article to learn how to tell how Office or the OneDrive for Business sync app was installed.

If you installed Office through Click-to-run, do the following:

Microsoft Onedrive 365

  • To uninstall Office, follow these steps.
  • To reinstall Office, follow these steps.

If you installed Office applications through a setup program (MSI), do the following:

  • To uninstall Office from the Control Panel, follow these steps.
  • To reinstall Office, contact your organization's administrator for installation media.

If you installed the OneDrive for Business sync app through a setup program (MSI), do the following:

  • To uninstall the sync app from the Control Panel, follow these steps.
  • To reinstall the sync app, follow these steps.

Did this solve your problem?

  • If yes, we're glad that your issue is resolved.
  • If no, see Reset Internet Explorer.
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OneDrive for work and school accounts is online storage space in the cloud that's provided for individual licensed users in an organization. Use it to help protect work files and access them across multiple devices. OneDrive lets you share files and collaborate on documents, and sync files to your computer. Learn more about OneDrive features, functionality, and pricing.

OneDrive is included in Microsoft 365 and Office 365 plans, in SharePoint plans, and can also be purchased as a standalone plan.

For detailed plan information on subscriptions that enable users for OneDrive, see the full subscription comparison table and Compare OneDrive for Business plans.

Note

Onedrive 365 Business

OneDrive standalone plans include Office for the web.

System requirements

To review the requirements for the OneDrive sync app and mobile app, see OneDrive system requirements.

Storage space per user

2 GB

  • Office 365 Enterprise F3
  • Microsoft 365 F1
  • Microsoft 365 F3

1 TB

  • Microsoft 365 Business Basic
  • Microsoft 365 Apps for business
  • Microsoft 365 Business Standard
  • Microsoft 365 Apps for enterprise
  • Office 365 Enterprise E1
  • Office 365 Government G1
  • Microsoft 365 Business Basic for nonprofits
  • Microsoft 365 Business Standard for nonprofits
  • Office 365 E1 for nonprofits
  • OneDrive for Business Plan 1
  • SharePoint Online Plan 1
  • Microsoft 365 Business Premium

Beyond 1 TB, to unlimited

1 TB per user for subscriptions with fewer than 5 users. For subscriptions with 5 or more users (can be any combination of qualifying plans), Microsoft will initially provide 1 TB per user, which admins can increase to up to 5 TB per user. (To learn how, see Set the default storage space for OneDrive users.) To request additional storage, admins must contact Microsoft Support.

  • Office 365 Enterprise E3
  • Office 365 Enterprise E5
  • Office 365 A1
  • Office 365 A3
  • Office 365 A5
  • Office 365 US Government G3
  • Office 365 US Government G5
  • Office 365 E3 for nonprofits
  • Office 365 E5 for nonprofits
  • OneDrive for Business Plan 2
  • SharePoint Online Plan 2
  • Microsoft 365 Enterprise E3
  • Microsoft 365 Enterprise E5
  • Microsoft 365 A3
  • Microsoft 365 A5
  • Microsoft 365 US Government G3
  • Microsoft 365 US Government G5
  • Microsoft 365 E3 for nonprofits
  • Microsoft 365 E5 for nonprofits

Note

You must assign at least one license to a user before you can increase the default OneDrive storage space.

When you need cloud storage for individual users beyond the initial 5 TB, admins can open a case with Microsoft technical support to request it. Additional cloud storage will be granted as follows:

  • When a user has filled their 5 TB of OneDrive storage to at least 90% capacity, Microsoft will increase your default storage space in OneDrive to up to 25 TB per user (admins may set a lower per user limit if they want to).

  • For any user that reaches at least 90% capacity of their 25 TB of OneDrive storage, additional cloud storage will be provided as 25 TB SharePoint team sites to individual users. Contact Microsoft technical support for information and assistance.

To see the storage space and usage for an individual user, go to Manage storage in the OneDrive sync app. To see how much storage users across the organization are using, go to the OneDrive usage report in the Microsoft 365 admin center.

Supported uses

OneDrive storage is provisioned on a per user basis and is designed to serve the needs of individual users.

Storage of data other than an individual user's work files, including system back-ups and departmental and organizational level data, is not supported, nor is the assignment of a per user license to a bot, department, or other non-human entity. SharePoint is the best solution for more advanced content management and collaboration, including storing and managing files, communications, and intranet sites across a team or organization.

OneDrive limits

To learn about file and sync limits, see SharePoint limits and Invalid file names and file types.

For plans that include unlimited cloud storage for individual users, note that limits may apply on non-storage features.

Sync features

Anyone whose plan includes OneDrive can use the OneDrive sync app unless their IT department explicitly disables it. To install the latest sync app, go to the OneDrive download page.

Unless otherwise noted, the following features are available across all plans that include OneDrive, and all OneDrive standalone plans:

  • Files On-Demand for Windows 10 and for Mac
  • Known Folder Move (redirect Windows known folders)
  • Office desktop app integration for real-time coauthoring. Requires a subscription that includes the Office desktop apps.

Sharing and collaboration features

Unless otherwise noted, the following features are available across all plans that include OneDrive, and all OneDrive standalone plans:

  • Access requests (SharePoint)
  • 'Anyone' links (that can be set to require expiration)
  • At mentions in comments. Requires a plan that includes Office 365 for the web or the Office 365 desktop apps.
  • Manage the default sharing link (at the organization level and per site)
  • Manage external sharing (at the organization level and per site or OneDrive)
  • Microsoft Teams integration for files sent in chats. Requires a subscription that includes Office 365, and requires the user to be licensed for Teams.
  • Modern attachments. Requires a plan that includes Outlook on the web or the Outlook desktop app.
  • Restricting sharing by domain at the organization or site level

Web features

Unless otherwise noted, the following features are available across all plans that include OneDrive, and all OneDrive standalone plans:

  • Copy files and folders or move them between OneDrive and SharePoint
  • File card
  • Help pane
  • Shared by me view and Shared with me view

Mobile features

Unless otherwise noted, the following features are available across all plans that include OneDrive, and all OneDrive standalone plans:

  • Account switching for Android and iOS
  • App for Android. Not available in China.
  • Camera upload on Android and iOS
  • Control of device notifications
  • Offline access to files or folders in Android and iOS
  • PDF markup and annotations in Android and iOS
  • Scan whiteboards, documents, business cards, photos in Android and iOS

Onedrive 365 Student

IT admin, security, and compliance features

Onedrive

Onedrive 365 Storage

For info about these features, see the SharePoint service description.