need expert help with one drive not syncing

Hello Daisy，

Welcome to the Microsoft Community, I'm glad to have this opportunity to help you with your problem.

I understand that you are experiencing issues with not being able to access OneDrive after changing computers. I'm sorry to hear that your usage has been affected.

Based on your description, it appears that you are having issues logging in, the OneDrive icon is grayed out, and you are still being prompted to log in after you have logged in. Please correct me if I'm misinterpreting this.

1. Check your network connection: First make sure your MacBook Air is connected to a reliable internet network. Generally speaking, a good internet connection is required to access OneDrive.

• You can also try switching network environments. If possible, try switching from wired to Wi-Fi or Wi-Fi to wired, or connecting to a cellular mobile hotspot to see if you can access OneDrive properly.

2. Re-link OneDrive: Please refer to Unlink and re-link OneDrive - Microsoft Support

3. Updating the OneDrive app: Head to the App Store to check if there are updates available for the OneDrive app. Sometimes an update may fix some issues related to signing in or syncing.

4. Reinstall OneDrive: If none of the above resolves the issue, try uninstalling and reinstalling the OneDrive app. Drag OneDrive from the Apps folder to the Trash, and download and reinstall OneDrive from the App Store.

Alternatively, you can contact the OneDrive support team directly, but unfortunately OneDrive does not currently offer phone support. You can reach them via email.

I hope the above information is useful to you.

Best wishes

Ian - MSFT | Microsoft Community Support Specialist

Hi Daisy,

Thanks for posting in the community. We are happy to help you.

Regarding your query, Microsoft provides phone support for Business users. Global Customer Service phone numbers

Also, we are willing to help you. According to your description, I would like to know if you have tried to reset your OneDrive.

• If not, please reset your OneDrive and then check again.

• If the problem still occurs after resetting, I would like to collect more information to troubleshoot the problem.

1. I would like to know if you can access OneDrive for Web. Please go to www.office.com, sign into your account, and click the OneDrive icon in the left sidebar. In OneDrive for Web, please check if you can edit files, upload, or download files.

2. Please provide a full screenshot including the error message. You can click "Insert Image" to upload it.

We look forward to your response. Thanks for your cooperation.

Sincerely,

George | Microsoft Community Moderator

Thank you for your response.  

Hi Daisy,

Thanks for posting back.

I'm wondering how you installed the OneDrive app before. This is because there are two versions of OneDrive for Mac, the standalone version and the Mac App Store version (one from the Office suite or the Microsoft website, and one from the Mac App Store). Since the problem persists after resetting, I suggest you quit OneDrive from the top menu and uninstall it from Finder. This won't affect your files. After that, please reinstall another version of OneDrive from the above link, and then check again.

If the problem persists after reinstalling, I would like to collect more information to troubleshoot it.

1. What if you add a personal account (Hotmail, Live, or Outlook.com) in OneDrive, does the problem occur?

2. Please switch to another Mac user profile, set up your OneDrive, and then check if the problem occurs. This can help us to troubleshoot whether it is caused by your local environment in your original user profile.

We look forward to your response. Thanks for your cooperation.

Sincerely,

George | Microsoft Community Moderator

Hello;

I have same problem and my onedrive app can not open, can not connect, can not click to icon.

BUT i switched to another Mac user profile, I used my microsoft account as same and it works correctly.

So what is the problem?

It is very interesting.

I just installed old version 24.093.0507.0001 and it works at the moment.