Troubleshooting SharePoint/OneDrive Syncing Issues (Microsoft Windows)

The instructions below will guide you through possible solutions if you can't open SharePoint stored files using the File Explorer after syncing them to your local computer or device and the files are still in the cloud. This guide also applies when files are stored in O365 Groups and Teams. Contact IT if you have problems with any of these steps.


  • Check the System Tray (located on the Taskbar by the clock) to verify that OneDrive is running. If it is not running, launch OneDrive and it should then begin syncing the files. 

If OneDrive is running but you cannot open files from the File Manager, open SharePoint on the web and make sure you can access and open the files. 

  • Verify that you are signed in with your Microsoft username (usually
  1. Click the OneDrive icon in the System Tray (see above) and then click the gear icon on the top right.
  2. Click on Settings > Account. You will see the email with which you're signed in.

If the format is you need to sign out and sign back in using 

  • If OneDrive is still not syncing, pause the OneDrive sync and then resume it.
    1. Click the OneDrive icon in the System Tray (see above) and then click on the gear icon on the top right.  
    2. Select Pause syncing > 2 hours.

  1. Wait a for few minutes, then repeat the steps and choose to resume sync. 

If you are still unable to open files via the File Explorer, please contact the IT Help Desk at 423-425-4000 or open an IT Helpdesk request ticket.


Article ID: 146887
Thu 7/14/22 8:49 AM
Tue 7/19/22 2:01 PM