OneDrive Training and Sync Troubleshooting Guide
Training Requirements
All agents and staff are expected to complete the following OneDrive training:
- Introduction to OneDrive (25 minutes): Basics of accessing and using OneDrive.
- Advanced Training for OneDrive (22 minutes): Sharing, collaboration, and version control.
Refer to the OneDrive Quick Start Guide and Feature Guide for additional help.
Understanding the OneDrive Sync Client
·What is it?
- The locally installed version of OneDrive on your desktop or laptop.
·What does it do?
- Syncs files between your computer and the cloud for easy access.
·Files on Demand
- Only files accessed in the last 30 days are stored locally. Others remain in the cloud.
OneDrive Sync Status Icons
- Blue cloud icon: The File is online-only and doesn't take up space on your computer.
- Green check icon: File is locally available and accessible offline.
- Circular arrows icon: File is syncing or processing changes.
- Red X icon: Sync issue detected. Click the icon to view and resolve the error.
Troubleshooting Sync Issues
This table summarizes common OneDrive sync issues and recommended resolutions. Use this guide to quickly identify and resolve common problems.
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Issue
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Resolution
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Sync in progress
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Wait 15–30 minutes or perform sync tasks in the office if the internet is slow.
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File stuck during sync
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Close open files or restart your computer to release file locks.
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Too many files syncing
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Limit sync to active folders; Microsoft recommends fewer than 100,000 files.
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Bad shortcuts in Web View
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Verify all shared folders are accessible and remove broken shortcuts.
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Frequent sync conflicts
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Disable Office collaboration in OneDrive settings under the Office tab.
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Persistent sync issues
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Contact help@charteroakfinancial.com for further assistance.
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How to change what files and folders you're syncing
- These steps are called "Add shortcut to My Files."
Access OneDrive via the web
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OneDrive Webview icons
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Details
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A folder you own that isn't shared.
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A folder you own and have shared with other users.
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A folder owned by another user or a SharePoint site that you've created a shortcut to in your OneDrive.
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Navigate to the folder you want to add as a shortcut
- Be sure to click "Shared" on the left and search
- You can also use the email link located in the body of the email that was generated when you were added to the folder.
- Once in the folder or clicking a shared folder, you should see either an icon or a button at the top that says, "Add shortcut to My Files."
- Once you click this, wait for your sync to start and complete. You should see the shortcut created in your Web View and OneDrive client folder.
- If you don't see the option to create a shortcut, you might be in a folder you own. You cannot create a OneDrive shortcut to your own folders. However, you can do this in Windows by pinning it or creating a shortcut (both options are available when right-clicking).
Removing a shortcut added to My Files
- Navigate to "My Files" in the Web View of OneDrive. Click the ellipsis (3 vertical dots) next to the folder you want to remove and select Remove.
- Wait for your sync to finish, and this change will reflect both the Web and OneDrive client folders.
Leveraging the Web View
- Some tasks are better served to complete in the web view.
- The advantage of using Web View is that the processing occurs on the server rather than on your computer. This way limits the number of steps required to process before it's reflected on your and other team members' computers.
- We strongly suggest moving and renaming large folders or files in the Web View.
- To jump quickly to the Web View, right-click a folder from Windows Explorer and select View Online.
- This process will save time as the processing occurs on the server rather than your local machine.