Troubleshoot OneDrive with the Microsoft Support and Recovery Assistant

Prerequisites

• Applies to: User and Admin
• Difficulty: Easy
• Time needed: 20-30 minutes
• Tools required: Licensed Microsoft 365® user, Windows® device with the OneDrive application, Microsoft Support and Recovery Assistant, active network connection

For more information about prerequisite terminology, see Cloud Office support terminology.

For additional information about Microsoft 365 licensing, see our product comparison chart.

This article describes how to install the Microsoft Support and Recovery Assistant and troubleshoot OneDrive for Business issues with the Support and Recovery Assistant.

Install the Microsoft Support and Recovery Assistant

Use the following steps to install the Microsoft Support and Recovery Assistant:

1. In a web browser, navigate to the Microsoft Support and Recovery Assistant download page.

2. Select Download.

3. After the download completes, open the compressed folder.

4. Double-click the ClickOnce folder to expand the contents, tand run the SaraSetup.exe application.

5. Select Install.

6. Select I agree when prompted with the Service Agreement to complete the installation.

Troubleshoot OneDrive for Business issues with the Microsoft Support and Recovery Assistant

Use the following steps to troubleshoot various OneDrive issues with the Microsoft Support and
Recovery Assistant:

1. Open the Microsoft Support and Recovery Assistant application.

2. Select OneDrive when prompted Which app are you have problems with?.

3. Select the option that best suits the issue you are experiencing and click Next.

4. Select Yes when asked Is this the affected machine?

5. Sign-in to the affected Microsoft 365 Exchange Online user when prompted.

6. The Support and Recovery Assistant begins to troubleshoot the selected issue automatically. After it performs
   the initial checks, select one of the following options to continue:

   • If an issue has been detected, click Yes to attempt to resolve it automatically with the Support and Recovery Assistant.

   • If prompted to Perform an action, select Perform to continue the automatic troubleshooting process.

   • If the Support and Recovery Assistant cannot resolve your issue, click Next to receive additional information.

7. You can review the summary of the resolved issue and click Next to complete the process.

Note: If your issue was not resolved, you can repeat the preceding steps after changing the criteria in Step 3.

Common issues in OneDrive for Business

• Sync issues are the most common issues in OneDrive for Business, and the Support and Recovery Assistant offers
  suggestions to avoid conflicts when possible. For example, it might recommend changing a file name to avoid invalid characters.

• If OneDrive for Business displays a yellow warning triangle, this icon indicates that the storage capacity has been exceeded.

• If your OneDrive for Business account exceeds the maximum storage limit for more than three months, the account will be frozen.

Note: For more information about invalid file names and file types within OneDrive, refer to this Microsoft Support article.