Accessing File in OneDrive

Question

Accessing File in OneDrive

ScHa 0

When attempting to access OneDrive files I get this message:

Correlation ID: [Moderator note: Personally Identifiable Information removed].

Date and Time: Mon, 24 Aug 2026 18:30:30 GMT

What do I do?

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2 answers

Your answer

Answer 1

Jayden-P 2,025 Independent Advisor

Please note that this forum is a public platform, and moderators will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

Hi @ScHa

Could you please provide the full error message and any error code displayed when attempting to access the OneDrive files (for example, codes such as 657rx or similar)?

Additionally, please confirm whether you are able to access your files by signing in directly through the OneDrive web?

You can also try some basic troubleshooting steps in the mean time:

Sign out and sign back in to the OneDrive desktop app.
Unlink and re-link OneDrive | Microsoft Support
Reset OneDrive | Microsoft Support

I look forward for your response.

ScHa 0 Reputation points

2026-08-24T18:53:31.8966667+00:00

That is the full error message, but I just found out that there was a previous issue and the user was kicked out of the authenticator account as well as the email account. Rather than making a new account with a new email, the user deleted the old account and made an additional account with the same email. Which made the previous email the "legacy" account that is receiving the OneDrive access.
Jayden-P 2,025 Reputation points Independent Advisor

2026-08-24T19:03:23.8833333+00:00

Thank you for the additional information.

Based on your description, this may be related to a Site User ID Mismatch scenario in OneDrive/SharePoint. This can occur when an account is deleted and then recreated using the same email address (UPN). Although the email address remains the same, the newly created account has a different underlying user ID, while OneDrive may still be associated with the legacy account. This can result in access issues or OneDrive continuing to reference the previous account.

Read here for more details: https://learn.microsoft.com/en-us/troubleshoot/sharepoint/sharing-and-permissions/fix-site-user-id-mismatch
Jayden-P 2,025 Reputation points Independent Advisor

2026-08-25T10:05:22.67+00:00

Have you checked the provided answer?

Any update would be great.

Answer 2

Try these steps in order:

Open the file in a private browser window.
- Use InPrivate in Microsoft Edge or Incognito in Google Chrome.
- Then sign in to Microsoft 365 and try to access the file again.
If the file opens in private mode, clear the browser cache in the regular browser and try again.
If the problem is in the OneDrive sync app and the message mentions OneDrive cannot connect to Windows, do this:
- Open Windows Update and install all available updates.
- Download and install the latest version of OneDrive.
- Restart the computer.
If the issue is only with a specific file and OneDrive reports that it cannot sync:
- Close the file if it is open in another application.
- In File Explorer, right-click the file > Properties > Security.
- Check that the affected account has Read and Write permission.
- If needed, move the file out of the OneDrive folder, close OneDrive, start OneDrive again, wait for Up to date, then copy the file back.
If access is still blocked, contact the OneDrive or SharePoint administrator for the organization. Provide the Correlation ID and Date and Time shown in the error so the failed request can be investigated.

References: