OneNote message that the app can`t sync and crashing everytime

Question

OneNote message that the app can`t sync and crashing everytime

ALBERT ROSEN 0

I use OneNote everyday for my work, and for a few weeks now, the Android app has been disconnecting and failing to sync, requiring me to go through the authentication process to get it working again. There is a repeating message "Working offline. Sign in to sync your notes. Sticky Notes can`t sync your notes because you are signed out." I have already cleared the cache, uninstalled the app, and downloaded the latest version from Google Play. I am always connected to the same Wi-Fi network, which is working normally. And recently the app started crashing, and not responding at all. It used to work flawless, but now it is really impossible to use the mobile app. OneNote desktop and cloud working OK and synchronizing. Other Microsoft apps OK. Could you please help me resolve this issue and fix the app bug?

I am using Samsung Galaxy S23+, Android v. 16, One UI 8.5. I do not recall if this problem began after a OneNote or Android/One UI update.

Many Thanks!

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3 answers

Your answer

Answer 1

ALBERT ROSEN 0

Hello Kai-H, did as you suggested but synchronization message continues to appear. I even deleted the very few Sticky Notes, but to no avail. Perhaps a new update could correct this problem?

Kai-H 28,525 Reputation points Microsoft External Staff Moderator

2026-10-07T08:33:03.5633333+00:00

Hi, ALBERT ROSEN

Thanks for trying those steps. Yes, an update could help if this is an app bug, but I couldn’t verify an announced fix or release date for your exact combination of repeated warnings and crashes.

A similar Android sign-in issue was addressed with a service-side fix in September 2026, rather than only an app update. However, that issue involved the 9hehw error and Recent Pages, so I wouldn’t assume it explains your ongoing problem.

Since you already have the latest app and deleting Sticky Notes made no difference, I wouldn’t repeat those steps or delete anything else. My recommendation is to contact Microsoft Support for a closer investigation, which is also the suggested route for persistent Android Sticky Notes sign-in failures. Include your OneNote version, a screenshot of the warning, and whether the crashes still occur.

For now, I’d use the desktop or web version that you confirmed works, rather than relying on a future update with no confirmed release date.

Answer 2

Hi, ALBERT ROSEN

Since desktop and web sync normally, I’d focus on the phone rather than changing your notebooks. The Sticky Notes warning alone doesn’t establish what is causing the crashes.

Here are some suggestions you can try:

Check Samsung’s background restrictions. In Settings, search for Background usage limits, remove OneNote from Sleeping apps or Deep sleeping apps, and add it to Never sleeping apps. These restrictions can prevent background activity, although changing them is not a confirmed fix for the sign-in error.

If OneNote stays open long enough, tap your profile picture > Settings > Primary Sticky Notes account. If multiple accounts appear, select the account that contains your Sticky Notes. This setting is separate from choosing which notebook to open.

For the crashes, open Samsung Members > Support > Error reports shortly after another crash. Include the OneNote version, your Android/One UI versions, and enable Send system log data. This provides diagnostic evidence instead of repeating app resets.

Answer 3

For this Android OneNote sync/sign-in loop, the supported steps are:

Update OneNote from Google Play and restart the app.
Sign out and back in to reset credentials:
- In OneNote, tap Notebooks.
- Tap the three-dots menu > Settings > Account.
- Tap Sign Out > OK.
- Open recent apps and swipe OneNote away to fully close it.
- Start OneNote again and sign in.
Keep OneNote in the foreground while testing sync.
Force sync the notebook again from the notebook that is failing to sync.
If the app shows “Account Error - Action Required” and the account under Settings > Accounts is listed as a phone number under Personal Account, tap Add Email in the error message. Without an email account attached, unsynced changes stay only on the device and can be lost if the app is uninstalled or the device is replaced.
If notebooks cannot be opened in OneNote for the web, check whether the notebook is on OneDrive or SharePoint:
- For OneDrive, check the service status for interruptions.
- For SharePoint, contact the administrator.

For the specific “Working offline. Sign in to sync your notes. Sticky Notes can’t sync your notes because you are signed out.” behavior on Android, there is also a documented service-side issue where Sticky Notes and Recent Pages stop loading even while notebooks and sections may still sync. In that case, a backend fix is rolled out by the product team and the expected action is to restart the device after the service update reaches the account.

Because cache clearing, reinstalling, and updating were already tried, the next supported path is the credential reset above. If the sign-in problem is tied to the Android Sticky Notes/Recent Pages service issue, additional local troubleshooting does not resolve it until the service-side fix reaches the account.

If the problem continues after these steps, report it through Help > Feedback in OneNote, or use the OneNote community/forum channels listed below.