OneDrive not working on Surface Pro9 Win 11

Peter Vallance 5 Reputation points
2026-11-03T14:19:22.6233333+00:00

I have three Surface Pro 9 devices and cannot get OneDrive to work on any of them. OneDrive works fine on a Pro 8 and a Dell laptop using the same basic build processes.

I get The information shown below in Event Viewer:

Log Name: Application

Source: Application Error

Date: 03/11/2026 13:48:03

Event ID: 1000

Task Category: Application Crashing Events

Level: Error

Keywords:

User: UUU/NNNNNNNN

Computer: SURFACE_PRO9

Description:

[Moderator note: Personally Identifiable Information removed]

NB - I have changed the machine name and the user name in the above.

When I run OneDrive for the first time I am asked to sign in to O365 which I do. The next screen then comes up confirming the location to which the local OneDrive will be created but I cannot click on anything on that screen. Eventually the screen dissappears and OneDrive closes. If I run OneDrive again I get the same thing but without the request to log in to O365.

I have re-built the Surface Pro from scratch but the issue remains. Tried DISM and SFC and installing C++ redistributables - no joy. Triead removing items from the registry and from the credential manager - no joy.

Any suggestions would be gratefully received.

Microsoft 365 and Office | OneDrive | For business | Windows

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  2. Kamryn 0 Reputation points
    2026-11-05T16:06:57.8666667+00:00

    I'm experiencing the exact same issue with OneDrive crashing during the initial setup process. After signing in and reaching the screen confirming the OneDrive folder location, I click Next and OneDrive crashes. After that, it continues crashing every time I try to open it.

    This has happened on multiple Intel Surface Pro 9 devices. OneDrive works fine on our other Surface and Lenovo devices.

    So far, I've tried:

    • Completely uninstalling and reinstalling OneDrive, including the all-users installation.
    • Running the OneDrive reset command.
    • Running SFC and DISM.
    • Re-registering the AAD BrokerPlugin and CloudExperienceHost.
    • Checking OneDrive policies and registry settings.
    • Testing with different Windows user accounts.
    • Rebuilding/resetting Windows and rejoining the devices to Entra ID.
    • Updating Windows and the Intel graphics drivers.
    • Uninstalling potential third-party software conflicts.

    None of these have resolved the issue.

    The crash reports consistently show ucrtbase.dll as the faulting module, with exception code 0xc0000409 (BEX64). I've seen the same crash with multiple OneDrive versions.

    Has anyone found a solution or figured out what is causing this? I'm wondering if this could be a compatibility issue specific to the Surface Pro 9 or its Intel drivers.

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  3. Helen Luu 3,655 Reputation points Independent Advisor
    2026-11-03T15:20:11.8033333+00:00

    Hello @Peter Vallance

    Based on the error details you provided, I found a potentially relevant report on GitHub issue #42919. The report describes a similar OneDrive crash involving ucrtbase.dll with exception code c0000409. One of the suggested workarounds is to remove the PowerToys PATH entry and then test OneDrive again.

    You can review the discussion here: https://github.com/microsoft/PowerToys/issues/42919

    This link is shared by community members for your convenience. It points to a third-party site that is not managed or verified by Microsoft. I can’t guarantee the quality, safety, or suitability of any content or software found there. Please review carefully and make sure you understand any potential risks before using it. 

    Please review the information provided in the link and try removing the PowerToys PATH entry or uninstall PowerToys as suggested, then check whether OneDrive works properly. If the issue still occurs, I would recommend contacting the appropriate Microsoft Support team for further investigation.

    If these are company-managed devices, I recommend reaching out to Microsoft Surface Support for Business. The support team has access to additional diagnostic tools and resources to investigate the affected devices, including whether device configuration, organizational policies, or a known service-side issue could be contributing to the behavior.

    As an administrator, you can refer to the following article to contact Surface Support:

    Contact Surface Support for Business and Education customers - Surface | Microsoft Learn

    If these are personal devices, please contact Microsoft consumer support instead:

    Contact Microsoft Support

    I hope the information and suggested workaround are helpful. Please feel free to share any updates if the issue continues after trying the steps above.

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  4. AI answer

    2026-11-03T14:19:49.6233333+00:00

    Given the symptoms, the most relevant supported path is to rule out policy blocking, then reset or reinstall OneDrive, and if sign-in/account state is involved, clear account identity conflicts.

    1. Check whether OneDrive is being blocked by policy.
      • Open Registry Editor.
      • Go to: HKEY_LOCAL_MACHINE\Software\Policies\Microsoft\Windows\OneDrive
      • Check whether DisableFileSyncNGSC is set to DWORD:1.
      • If it is, OneDrive for work or school is prevented from starting. The correct fix is to have the applicable Group Policy removed or changed.
      Important: registry changes are risky. Back up the registry first. If the value is being enforced by Group Policy, changing it manually is temporary and the setting will be reapplied after restart, sign-in, or periodic policy refresh.
    2. Run Microsoft Support and Recovery Assistant. This is the documented first step when sign-in or sync conflicts may be involved.
      • Install Microsoft 365 Support and Recovery Assistant.
      • Select OneDrive for Business.
      • Select I need help syncing my OneDrive files.
    3. If the assistant does not fix it, reset OneDrive. Microsoft documents reset as a next step for sign-in and sync issues. A reset clears OneDrive settings and triggers a full sync afterward.
    4. If reset does not help, uninstall and reinstall OneDrive.
      • In Windows, open Add or remove programs.
      • Under Apps & features, select Microsoft OneDrive.
      • Select Uninstall.
      • Install the latest OneDrive app again.
      Microsoft states that resetting or uninstalling OneDrive does not cause data loss, but both actions reset OneDrive settings and a full sync will occur afterward.
    5. If multiple work or old accounts have been used on these devices, unlink and relink the correct account. Microsoft identifies account/configuration problems and multiple identities as causes for sign-in failures such as 0x8004de80 or 0x8004de86.
    6. If account identity conflicts remain, clear cached Office account identities from the registry. This is the documented remediation when multiple identities are causing OneDrive sign-in issues.
    7. If repair has not already been tried, repair Office before another uninstall/reinstall cycle. Microsoft notes that repairing Office can often resolve OneDrive for work or school issues without requiring uninstall and reinstall.
    8. If the issue still persists on all three Surface Pro 9 devices after the above, create a Microsoft support incident. The troubleshooting guidance explicitly recommends opening a support case when the documented self-help path does not resolve the problem.

    The Event ID 1000 crash details and the specific ucrtbase.dll / 0xc0000409 combination are not covered in the available documentation, so the supported guidance is the remediation path above rather than a crash-specific root cause.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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