Problem: User reports that files or folders from a SharePoint document library are not syncing to their device via OneDrive.

Solution:

  • Open the OneDrive app.
  • Click the gear icon > Settings > go to the Accounts tab.
  • Check if the SharePoint site is listed. If not: 
    • Go to the SharePoint document library in the browser.
    • Click the Sync button to initiate syncing.
  • If syncing still fails: 
    • Press Windows + R, type onedrive.exe /reset, and press Enter.
    • If OneDrive doesn’t restart automatically, launch it manually from the Start menu.

Tip: Ensure the user is signed in with the correct Microsoft 365 account and has permissions to access the SharePoint site.