Troubleshoot OneDrive for iOS app problems

If your OneDrive videos won't play, only have sound, or buffer a lot when you're connected to a mobile phone network, you may need to choose one of these alternatives.

• Connect to Wi-Fi. Some devices and networks can have limited bandwidth at certain times.

• Download the video. Select the video, then choose to download.

• Make the video offline. Select the video, then then Make available offline.

Users of iOS 16 may not be able to use the two-fingered pan gesture to select multiple files in OneDrive. We are aware of the issue and working on a solution.

Workaround

Select one photo first, then use two fingers to slide to select multiple files or photos.

As of 7/30/21, to use the Whiteboard sharing feature, iOS users must be on app version 12.2.6 or greater. Please update to the latest version to use the Whiteboard sharing feature. Note that this feature is only available for OneDrive for work or school accounts, and not home and personal plans.

If you have issues with the app syncing your files or camera roll to OneDrive, you can reset it.

1. Go to Profile > Settings > Account (and if you have more than one set up, select the account to reset).

2. Select Reset.

If you still have issues, uninstall and reinstall the app.

1. Uninstall the OneDrive app by pressing and holding the OneDrive app icon. Tap the 'X' in the corner and then accept the confirmation message to delete it.

2. Perform a "soft reset" by pressing and holding both the Sleep/Wake and Home buttons simultaneously for at least 10 seconds until you see the Apple logo. You can let go of both buttons after the Apple logo appears.

3. Reinstall the OneDrive app from the App Store.

If you have issues with the app syncing your files or camera roll to OneDrive, you can reset it.

1. Go to Profile > Settings > Account (and if you have more than one set up, select the account to reset).

2. Select Reset.

If you still have issues, uninstall and reinstall the app.

1. Uninstall the OneDrive app by pressing and holding the OneDrive app icon. Tap the 'X' in the corner and then accept the confirmation message to delete it.

2. Perform a "soft reset" by pressing and holding both the Sleep/Wake and Home buttons simultaneously for at least 10 seconds until you see the Apple logo. You can let go of both buttons after the Apple logo appears.

3. Reinstall the OneDrive app from the App Store.

If you cannot sign in to your OneDrive sync app, or the sync app says OneDrive is not connected, follow these steps to get signed in again.

If you see a gray OneDrive icon with a line through it, this means you are not signed in.

1. Select the OneDrive icon that is grayed out or has a line through it.

2. At the "Set up OneDrive" screen, enter your email address and password.

   Notes: 

   • If you've forgotten your username or password or can't sign in to your Microsoft personal account, use the Microsoft account sign-in helper.
     Sign-in helper

   • You can only add one Microsoft personal account.

   • If you can't sign in to your OneDrive work or school account, try to reset your password, or alternatively, please contact your organization's IT admin.

3. If you can sign in but still cannot connect to OneDrive, check that your internet provider's firewall is not blocking OneDrive. You may be able to do this by using your mobile device as a hotspot. Alternatively, contact your internet service provider and check they support access to Microsoft 365 products and services.

With iOS 11, Apple introduced new image and video formats that are not compatible with many devices and services. Make sure that OneDrive is kept up-to-date by enabling it in your device's Settings > General > Background App Refresh.

To return your videos back to the standard format, please do the following:

1. Go to iOS Settings

2. Tap Camera

3. Tap Formats

4. Select "Most Compatible"

This will make it so every video you take going forward will play properly everywhere. We understand that you have videos already in the new format, so while we work to update OneDrive, you can do the following to play these videos:

1. Navigate to the video in OneDrive

2. Tap on the video

3. Tap the Offline command in the top right (cloud with the download icon)

4. Once the video is available offline you will be able to play it.

If the OneDrive app doesn't launch or keeps crashing, re-install the app:

1. Uninstall the OneDrive app by pressing and holding the OneDrive app icon. Tap the 'X' in the corner and then accept the confirmation message to delete it.

2. Force a restart of your device. Read the Apple Support restart instructions for your device/iOS version.

3. Reinstall the OneDrive app from the App Store.

4. Make sure that OneDrive is kept up-to-date by enabling it in your device's Settings > General > Background App Refresh.

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.

There are restrictions to filenames that can be uploaded to OneDrive. Read the full list of Invalid file names and file types in OneDrive.

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, go to your Storage page online.

If you have issues with the app syncing your files or camera roll to OneDrive, you can reset it.

1. Go to Profile > Settings > Account (and if you have more than one set up, select the account to reset)

2. Select Reset.

If you still have issues, uninstall and reinstall the app.

1. Uninstall the OneDrive app by pressing and holding the OneDrive app icon. Tap the 'X' in the corner and then accept the confirmation message to delete it.

2. Perform a "soft reset" by pressing and holding both the Sleep/Wake and Home buttons simultaneously for at least 10 seconds until you see the Apple logo. You can let go of both buttons after the Apple logo appears.

3. Reinstall the OneDrive app from the App Store.

If the app and its files are taking up a lot of storage on your mobile device, follow these steps.

1. Open the iOS Settings app and select General then iPhone storage.

2. Select Offload Unused Apps.

3. Scroll down and select OneDrive.

4. Select Offload App.

5. You'll get a message informing you that the app will be deleted, but its documents and data will remain. Tap Offload App.