Article - Microsoft OneDrive

Summary

Personal OneDrive accounts are unsupported by KU IT. The instructions below will help users resolve different issues observed with the OneDrive client and the table below outlines what support topics are covered in what section.

Section	Content
File Recovery	Retrieving deleted files from the recycle bin.
Mac	Clear Office Cache Unable to verify Account
Uncommon Support Situations	File Ownership Missing
Windows	Clear Office Cache

File Recovery

Go to https://onedrive.ku.edu.
Click on My Files.
Navigate to the file in question.
Once you've located the file in question, click on the 3 dots.
Select Version History.
Click the 3 dots next to each version to view or restore past versions of the file.

Mac

Clear Office Cache

Quit all Office Applications
Click on Finder in the menu bar.
Choose Go > Go to Folder.

If the ~/Library/Containers/com.Microsoft.OsfWebHost/Data/ folder doesn't exist, check for the following folders and delete the contents of each folder as needed.

    ~/Library/Containers/com.microsoft.{host}/Data/Library/Caches/
    ~/Library/Containers/com.microsoft.{host}/Data/Library/Application Support/Microsoft/Office/16.0/Wef/
    ~/Library/Containers/com.microsoft.Office365ServiceV2/Data/Caches/com.microsoft.Office365ServiceV2/
    ~/Library/Containers/com.microsoft.Office365ServiceV2/Data/Library/Caches/com.microsoft.Office365ServiceV2/

Unable to Verify Account

The error message below shows up in the Mac OneDrive client, and is an indication that you need to resync your drive through OneDrive's website.

Go to https://onedrive.ku.edu, and sign in using your KU credentials.
Click Sync.
Click Open to the prompt to open the OneDrive app.
After that has synced, you can close the We're syncing your files popup.

Uncommon Support Situations

File Ownership Missing

If no owner or an incorrect owner is listed for a file stored in one drive. These steps will walk you through to verify a title (Owner name) is set correctly.

Go to OneDrive online.
Click on the Gear icon.
Click on OneDrive settings.
Click More settings.
Click on Return to the old Site settings page found at the bottom of the page.
Click Title, Description, and Logo.
Confirm that your Title is set correctly. Proper format is Lastname, FirstName.