OneDrive keeps files on your computer in step with OneDrive, SharePoint and Teams. When something goes wrong, files might not update, show a red cross, or stay stuck on "pending". This guide helps you work out what's happening and fix the common causes.
What the icons mean
You'll see these icons next to files in File Explorer or Finder, and on the OneDrive cloud icon near the clock (Windows) or in the menu bar (Mac).
- Blue cloud: the file is online only and downloads when you open it. This is normal.
- Green tick: the file is up to date on this computer.
- Two circling arrows: syncing is in progress. Large files can take a while.
- Red circle with a white cross: the file or folder can't sync. Select the OneDrive icon to see why.
- Pause symbol: syncing is paused.
- Grey cloud (on the OneDrive icon): you're signed out, or OneDrive isn't running.
Start with the quick fixes
- Select the OneDrive cloud icon. It lists any errors and often tells you exactly what to do. Select the error for details.
- Check you're connected to the internet.
- Pause and resume: select the OneDrive icon, then Settings (the gear icon) > Pause syncing > 2 hours. Wait a few seconds, then select Resume syncing.
- Restart OneDrive: select the gear icon > Quit OneDrive, then open OneDrive from the Start menu or Applications folder.
- Restart your computer.
Fix problem file names and paths
OneDrive can't sync some file names. Rename the file if it:
- contains any of these characters:
" * : < > ? / \ | - starts or ends with a space, or ends with a full stop
- has a very long name or sits deep inside many folders (the whole path, including folder names, is too long)
- is a temporary file such as
~$Report.docx, or a type your organisation blocks.
Shortening folder names near the top of a long path often fixes several files at once.
Check your storage space
- OneDrive full: select the OneDrive icon > gear icon > Settings > Account to see how much space you've used. Delete files you no longer need, or move business files to SharePoint (see SharePoint or OneDrive?).
- Computer full: right-click large folders and choose Free up space so they're kept online only.
Sign out and back in
If errors keep coming back, unlinking and relinking OneDrive often clears them. Your files stay safe in the cloud.
- Select the OneDrive icon > gear icon > Settings > Account.
- Select Unlink this PC (or Unlink this Mac) and confirm.
- Sign in again with your work email and follow the prompts, choosing the same OneDrive folder location when asked.
If OneDrive warns that files will be deleted, or you see lots of files you don't recognise changing, stop and contact us before going further. Don't delete files to make an error go away.
Still stuck?
Log a ticket with a screenshot of the error, or start a remote session so an engineer can check OneDrive with you.