Troubleshoot onedrive for windows phone app problems

We're sorry you're having trouble with your OneDrive for Windows Phone mobile app. Let's get the issue sorted out as quickly as possible.

For all OneDrive mobile sync, sharing, and upload issues, make sure you can connect to the Internet. Some apps and features may only work with Wi-Fi, depending on your device settings, or your mobile data plan.

Camera roll issues

If automatic camera upload isn't working, or only some pictures are uploaded, follow these steps:

1. Check Wi-Fi connectivity.

2. If you're not connected to Wi-Fi, check your mobile OneDrive settings for camera upload on metered connections are not switched off.

3. Some photos may have been uploaded into Year > Month sub-folders within Camera Roll.

Camera uploads take too long

If your camera upload is taking too long to set up or look for photos, without giving any error message, it could be because you have too many photos in your camera roll.

Note: This delay can be longer if facial recognition and location data are included in your photos. Uploading may also be slower if your internet connection prioritizes downloads over uploads.

To resolve this, reduce the number of photos in your camera roll by moving some of your photos to another folder.

You need to open the OneDrive app on your device to force synchronization.

Check Settings > Battery > Battery Usage > OneDrive > Launch (options). This will show a Manage Automatically option and a Manage Manually option. Select Manage Manually, then enable Run in background.

Also, OneDrive uses Location services to wake up the app to check for new photos to sync in the background. Movement from the device wakes up the app rather than the application constantly checking for new photos and using more battery.

OneDrive app issues - Windows Phone 8.1

If sync doesn't work, OneDrive is not launching, or OneDrive is crashing, please try a soft reset:

1. While the phone is turned on, press and hold the volume down + power buttons until your phone vibrates and restarts.

Note that you should not touch the device screen during the process (not even when the 'slide down to power off' prompt appears).

If this doesn't help, you can also try Hard reset.

1. Backup your data.

2. Perform a hard reset of your phone.

OneDrive app issues - Windows Phone 10

If sync doesn't work, OneDrive is not launching, or OneDrive is crashing, please try to reset the app:

1. Open the app and click on the Menu  .

2. Click Settings  .

3. Click About OneDrive.

4. Click Reset app and confirm the action.

Alternatively, from the App list, go to Settings > Apps > Apps & Features > OneDrive > Advanced options > Reset

If you're having problems getting connected to a Wi Fi network and can't connect to the Internet, you can try to fix Wi Fi connection issues in Windows 10 Mobile.

If this doesn't help, you can also try Hard reset.

1. Backup your data.

2. Perform a hard reset of your phone.

OneDrive can't access this file

The file might be open in another app. Save any changes to the file, close the app, and then try to upload the file again.

OneDrive can't upload this file to this location

The file name (including the path) is too long. The filename and path must contain fewer than 442 characters. Shorten the name of your file or the name of subfolders in OneDrive, or select a subfolder that's closer to the top-level folder, and then try to upload the file again.

OneDrive can't find this file

The file might have been moved, renamed, or deleted before you tried to upload it. Locate the file, and then try to upload it again.

Tip: You may receive this message if you have moved the file on your computer after an automatic upload has occurred.

You're out of storage

A file won't upload if it doesn't fit in your available OneDrive storage space. To see how much space you have remaining or get more storage, tap Menu  then tap the i next to your account name to see your total storage and space available. Alternatively, go to your Storage page online.

A file with this name already exists

Rename the file you're uploading.

This file contains restricted characters

The filename contains characters that aren't allowed. Change its name so that it doesn't begin or end with a space, end with a period, or include any of these characters / \ < > : * " ? |

These names aren't allowed for files or folders: AUX, PRN, NUL, CON, COM0, COM1, COM2, COM3, COM4, COM5, COM6, COM7, COM8, COM9, LPT0, LPT1, LPT2, LPT3, LPT4, LPT5, LPT6, LPT7, LPT8, LPT9

Learn more

• Use OneDrive on Windows phone

• Find lost or missing files in OneDrive

• Fix problems uploading files on the OneDrive website

• More fixes for recent OneDrive issues

Need more help?

	Get online help See more support pages for OneDrive and OneDrive for work or school. For the OneDrive mobile app, see Troubleshoot OneDrive mobile app problems. OneDrive Admins can also view the OneDrive Tech Community, Help for OneDrive for Admins.
	Contact Support If you still need help, contact support through your browser or shake your mobile device while you're in the OneDrive app. OneDrive Admins can contact Microsoft 365 for business support.
	Tips Letting us know your location may help us resolve your issue more quickly. All fixed? If you contacted us and OneDrive starts working again, please let us know by replying to the email we sent you.