Troubleshoot OneDrive for iOS app problems (2024)

If your OneDrive videos won't play, only have sound, of buffera 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 thenMake 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.

If your camera roll is missing some photos, it may be because multiple photos have the same timestamp. This can happen if you take burst photos, or receive multiple photos from messaging apps.

To ensure all your photos are uploaded to OneDrive, follow these steps:

1. Open your OneDrive mobile app.

2. Go toFilesandbrowse to where you want the photos to be.

3. Select to add the missing file(s).

Note:You can also upload photos by sharing them to your OneDrive from within your Photos app.

The OneDrive app does not sync files automatically.

The OneDrive app lets you upload your camera roll and other pictures and lets you download any files you have at OneDrive.com.

Note:Some apps and features may only work with Wi-Fi, depending on your device settings, or your mobile data plan.

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 offlineyou will be able to play it.

If theOneDrive 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 cornerand then accept the confirmation message to delete it.

2. Force a restart of your device. Read theApple 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.

There are restrictions to filenames that can be uploaded to OneDrive. Read the full list ofInvalid 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.

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.

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

1. Open the iOSSettingsapp and selectGeneraltheniPhone storage.

2. SelectOffload Unused Apps.

3. Scroll down and selectOneDrive.

4. SelectOffload App.

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

Tip:You won't need to sign in, but you may have to set up yourCamera UploadandOrganize new uploads.