OneDrive sync issues with IoT-11

Derrick Hobson 21 Reputation points
2026-10-30T13:44:43.43+00:00

Scenario
On my desk I have my PC running Office including OneDrive (business).
I also have 4 POS systems, two running IoT-10 and two running IoT-11

On my PC I have a folder called "System Testing - POS" which is in my OneDrive folder
All 4 POS systems only access this folder and files are always downloaded

This way, when a new version is released I can drop it in that folder on my PC and use the installer on all 4 terminals for testing.

OK, now the problem

The Problem
This system has been working fine for years until recently, all of a sudden both IoT-11 terminals now error "We can't sync your OneDrive - xxxxx" folder - Sorry we can't add your "OneDrive - xxxxx" folder right now. Please try again

If I then press close I then get We couldn't find your "xxxxx folder in C:\OneDrive - xxxxx"
There is no xxxxx folder in my onedrive folder

I've tried all sorts, the last attempt was a full re-install which was appeared to fix it however as soon as I set the flag to download all files it went wrong again.

If it's a "bad" file or folder, then why does it only effect IoT-11 as the settings are identical across all 4 devices.

Microsoft 365 and Office | OneDrive | For business | Windows
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  1. Ana Le 2,960 Reputation points Independent Advisor
    2026-10-30T15:11:03.57+00:00

    Hello @Derrick Hobson

    Based on the information you have shared, it appears that the issue is not isolated to a single device but is affecting multiple devices in your environment.

    At this point, I would recommend contacting Microsoft Support for further investigation. Some issues require a more in-depth review of the affected environment that cannot be performed through a user-to-user community forum. Microsoft Support can work with you directly to investigate the issue and gather the information needed for further troubleshooting.

    If you are not an administrator of your Microsoft 365 organization, please contact your Microsoft 365 administrator and ask them to open a support request on your behalf. Your administrator can follow the official guidance here:

    Get support - Microsoft 365 admin | Microsoft Learn

    When opening the support request, please make sure to disable the Support Assistant (AI) in the Help panel first. After that, enter a brief description of the issue. Once the AI assistant is turned off, the Contact Support option should become available, allowing you to submit a support ticket directly to Microsoft's support team. 

    Since further investigation may require access to information specific to your environment, this level of troubleshooting is outside what community members can directly perform. Therefore, contacting Microsoft Support through your administrator would be the most appropriate next step.

    I hope this information helps. If you have any additional questions or concerns about the steps above, please feel free to let me know.

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  2. AI answer

    2026-10-30T13:45:07.63+00:00

    The most likely cause is a sync problem triggered when the IoT-11 devices try to re-establish the local OneDrive folder and then download everything, not a simple proof that the folder is missing in the cloud. The supported troubleshooting path is:

    1. Check for sync restrictions first Review the files in System Testing - POS for unsupported conditions such as item count, size, invalid characters, invalid file types, or other sync limitations. A file that violates sync restrictions can stop sync even if it appears to work elsewhere.
    2. Stop and re-establish sync on the affected IoT-11 devices If there are many errors, the recommended approach is to start over:
      • Right-click the OneDrive icon in the Windows notification area.
      • Select Stop syncing a folder...
      • Select the affected folder and confirm Stop syncing.
      • Start syncing the library again.
      When sync is started again, OneDrive creates a new local folder. If the same name is reused, it can append a number such as 1.
    3. Do not rename the synced folder after sync is established Renaming the synced folder breaks the sync relationship.
    4. If OneDrive reports it cannot find the folder locally, move the problematic content out and back in On an affected device:
      • Right-click the OneDrive cloud icon.
      • Select Close OneDrive.
      • In File Explorer, move the file or files suspected of causing the issue to a location outside OneDrive, such as **C:**.
      • Start OneDrive again from Start.
      • Wait until OneDrive shows Up to date.
      • Copy the file or files back into OneDrive.
    5. Clear cached Office upload data Cached Office upload data can block SharePoint or OneDrive for work or school sync:
      • In the taskbar notification area, find the Microsoft Office Upload Center icon.
      • Right-click it and select Settings.
      • Select Delete cached files.
      • Confirm Delete cached information.
    6. Repair Office before reinstalling OneDrive Before another uninstall/reinstall attempt, repair Office. This is specifically recommended before uninstalling and reinstalling OneDrive for work or school.
    7. If only the IoT-11 devices fail after “download all files,” test by removing the largest or newest installer files from the synced folder temporarily A moderator-recommended resolution in a similar case was to move the two largest files out of the OneDrive folder, which resolved the issue. That aligns with the documented guidance to check sync restrictions and problematic files.
    8. If the issue continues, escalate through the work/school support path For work or school accounts, technical support should go through the organization’s IT helpdesk, service desk, or admin.

    Because the failure starts again when all files are forced to download, the strongest supported next step is to inspect the contents of System Testing - POS for restriction/limitation issues and then fully stop and re-sync the library on the IoT-11 devices.

    References:

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

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