Is your Microsoft Office 365 OneDrive for Business folder having problems syncing? Are you getting multiple OneDrive and Microsoft Upload Centre icons in the system tray? This is a problem that I have come across several times when dealing with Microsoft Office 365 OneDrive for Business syncing issues on behalf of our clients. It is very difficult to find a solution to this problem and get your OneDrive syncing properly again.
This week I placed a support call with Microsoft to clarify what the cause of the problem is and the recommended procedure to fix it. Following is the response that I received. Hopefully it will be of use to you.
OneDrive for Business stops syncing, either completely or partially
Multiple Onedrive and Microsoft Upload Centre icons appear in the system tray
Right-clicking a OneDrive icon and selecting repair does not fix the syncing issues.
Whenever you sync a document library to your computer, then the information gets transmitted in the form of data packets over the network onto your computer. These data packets are stored within the OfficeFileCache location present on C:\Users\<username>\AppData\Local\Microsoft\Office\15.0\OfficeFileCache folder. This folder also has a CentralDatabase.accdb which compiles these files into meaningful content like the Word, Excel, PowerPoint documents. Once converted, the Central Database accesses the Spw folder which creates threads to divert all this information to the SharePoint sync location (under Favorites) within your computer. The cache is very dynamic in nature and any kind of interruptions to the normal working of cache (such as antivirus/firewall block, network instability and registry blockage due to group policies) results into sync issues.
Steps to resolve the issue
1) Stop syncing the library and Exit OneDrive for business. However, the application keeps restarting multiple instances of itself.
2) Navigate to C:\Program Files\Microsoft Office 15\root\office15 and rename the extensions of Groove.exe, MSOSync.exe and MSOUC.exe to exe1
3) Close down Microsoft OneDrive for Business and Microsoft Office Document Cache Handler from the Task Manager.
4) Rename the OneDrive for Business folder to ensure that we have a backup of all the documents.
5) Click on View > Show Hidden files within File Explorer to access a hidden folder called AppData.
6) Open Windows Explorer and navigate to C:\Users\<username>\AppData\Local\Microsoft\Office and delete the Spw folder – (This works as a compiler to convert data packets to valid documents).
7) Then navigate to 15.0 and delete the OfficeFileCache folder which takes some time to delete – ( The Office File Cache contains the data packets that are transmitted over the network when you perform a sync ).
8) Following this, restart the computer and confirm that no libraries are currently in sync.
9) Then open the library within Internet Explorer and clicked on Sync > Sync Now.
10) The sync will start successfully on this computer without giving any sync errors.
11) To prevent these issues from happening again, navigate to the Upload Center and change “Days to keep files in Office File Cache” from 14 days to 2 days.
How to prevent these issues in the future?
Before you disconnect your computer from any internet connection, simply right click on the OneDrive for Business icon on the bottom right corner and click on Pause Syncing. This changes the OneDrive for Business icon to a red color indicating that the synching is paused. Once this happens, you may disconnect your laptop and take it to your destination. Upon reconnecting on a new Wi-Fi connection or a landline internet connection, you may right click on the OneDrive for Business icon again and click on Resume synching. This would ensure that you do not have to worry of sync problems in the future. The OneDrive for business cache is equipped to handle such issues and hence it is not a mandatory requirement but can be used as a best practice to avoid sync issues.
In addition to the above mentioned steps, here are some handy articles for your future reference:-
- OneDrive for Business Step by Step Troubleshooter https://support2.microsoft.com/common/survey.aspx?scid=sw;en;3790&showpage=1
- Restrictions and limitations when you sync SharePoint libraries to your computer through OneDrive for Business https://support.microsoft.com/en-us/kb/2933738
- How to remove the OneDrive for Business cache by using the “Fix it” tool https://support.microsoft.com/en-us/kb/3038627