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Upload and download issues with a onedrive account

Nicholas Paul 0 Reputation points
2026-04-03T12:06:04.5333333+00:00

I have two Macs . One aim able to access my work onedrive and upload and download documents.

the new Mac although I can access the one dire files if I open word doc for example it get a message that the credentials have expired and asks a sign in. I sign in but the the message comes back unsuccessful and try again. Retry does not succeed . Deperate for help as I am working on an Easter item for my church. Thanks

Microsoft 365 and Office | OneDrive | Other | MacOS
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  1. Katerina-N 9,090 Reputation points Microsoft External Staff Moderator
    2026-04-03T17:09:21.0566667+00:00

    Hello Nicholas Paul,

    I’m really sorry you’re stuck in this sign-in loop, especially when you need access to your files urgently for your Easter work. I completely understand how frustrating this must feel.

    From what you described, your OneDrive works perfectly on your first Mac, but on the new Mac, every time you open a file (like in Word), it says your credentials have expired. Even after signing in again, it fails and keeps asking you to retry.

    Quick workaround (so you can keep working right now). While fixing the issue on your Mac, you can still access your files:

    • Open your browser
    • Go to OneDrive on the web
    • Open and edit your files there

    This bypasses the sign-in problem on the Mac completely, so you won’t be blocked.

    Fix 1 (most effective): Clear cached credentials + reconnect OneDrive

    Please follow these steps on your new Mac:

    1. Close all Office apps (Word, Excel, etc.) and quit OneDrive completely
    2. Click the OneDrive cloud icon (top menu bar) > Help & Settings > Preferences
    3. Go to the Account tab > Click Unlink this Mac
    4. Open Keychain Access (Press Cmd + Space > type Keychain Access)
    5. In the search bar, type: OneDrive Microsoft
    6. Delete all entries related to: OneDrive cached credentials Microsoft Office / ADAL / tokens. This step is very important — it removes the corrupted sign-in data causing the loop.
    7. Reopen OneDrive and sign in again If asked, choose Use this folder
    8. Once syncing is back, open your Word file again and sign in if prompted

    Fix 2 (if the issue continues): Reset OneDrive

    If the loop still happens, you can fully reset OneDrive:

    1. Quit OneDrive
    2. Go to Applications > OneDrive
    3. Right-click > Show Package Contents
    4. Open: Contents > Resources
    5. Run: ResetOneDriveApp.command (or Standalone version if available)
    6. Start OneDrive again and sign in

    Before doing this, make sure your important files are visible on OneDrive web to avoid any risk.

    Fix 3 (common on new Macs)

    Sometimes this happens if:

    • You have two versions of OneDrive installed (App Store + Standalone)
    • Only one version should be installed. Having both can cause sign-in conflicts.

    One more thing to check Since the error appears inside Word: Make sure Office apps are still in the Applications folder (not moved elsewhere) This can affect authentication on macOS.

    If you’re still stuck after these steps, feel free to tell me your macOS version Your OneDrive version (App Store or Standalone) I’ll help you narrow it down further. You’re definitely not alone with this issue, and it can be fixed.

    I hope this will help with your situation. Please feel free to reach back if you have further update or more questions.

    Best Regards,

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  2. AI answer

    2026-04-03T12:12:46.23+00:00

    On the new Mac, the problem is expired or corrupted OneDrive/Office credentials for the work account. Fully clearing those credentials and re‑linking OneDrive usually fixes the repeated “credentials have expired” and failed sign‑in loop.

    Follow these steps on the new Mac in order:

    1. Clear OneDrive/Office credentials from Keychain
    1. Open Keychain Access:
      • Press Command + Space to open Spotlight.
      • Type keychain and select Keychain Access.
      • If it does not appear, open Finder → Applications → Utilities → Keychain Access.
    2. Search for OneDrive credentials:
      • In the top‑right search box, type OneDrive.
    3. Delete cached OneDrive credentials:
      • In the results, look for entries named OneDrive Cached Credential (and any similar OneDrive/Office cached credential entries related to the work account).
      • Select OneDrive Cached Credential.
      • Press the Delete key or right‑click → Delete and confirm.
      Tip from the documentation: another way is to choose Window → Keychain Access, then File → Delete Keychain [OneDrive/Office/MS] and click Delete References if such a keychain exists.

    This removes the expired credentials that are blocking sign‑in.

    1. Re‑link OneDrive and sign in again
    1. Close all Office apps:
      • Quit Word, Excel, PowerPoint, and OneDrive if they are open.
    2. Start OneDrive again:
      • Press Command + Space, type OneDrive, and open it.
    3. Sign in with the work account:
      • When OneDrive opens, sign in using the same work account that works on the other Mac.
      • If OneDrive says a folder already exists, choose Use this folder to keep the existing OneDrive folder location.
    4. Let OneDrive sync:
      • Wait until OneDrive shows that files are up to date (no sync errors). This ensures the account is correctly linked.
    1. Test in Word on the new Mac
    1. Open Word.
    2. Open a document stored in the work OneDrive.
    3. If Word prompts to sign in, use the same work account that was just set up in OneDrive.
    4. Confirm that saving works (no “credentials have expired” message). Try a small edit and save.
    1. If the issue continues: reinstall OneDrive

    If clearing credentials and re‑signing in does not resolve it:

    1. Uninstall OneDrive from the new Mac.
    2. Download the latest OneDrive client for Mac from the official download link in the references below.
    3. Install it, sign in with the work account, and let it fully sync.
    4. Then open Word again and test opening/saving a OneDrive document.

    Uninstalling/reinstalling OneDrive does not delete files stored in the cloud; they remain available on OneDrive.com.

    These steps specifically address expired or corrupted OneDrive credentials on macOS, which matches the “credentials have expired” and failed sign‑in behavior seen only on the new Mac.

    References:

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