How to investigate this OneDrive issue where I'm getting an error with one account but not the other on the same computer

Hi, all,

I've tried to get help on the Microsoft Community Web site, but all I got is "you may use another user account as a temporarily workaround. On the other hand, the primary user account might be corrupted, we suggest you contact Apple Support and let them help to check the account.

Short description:

In the Finder, all I can see is "Loading...", with `"OneDrive" encountered an unexpected error. Items may be out of date' at the top of the window.

Detailed explanation:

I haven't been able to use OneDrive since last February.

The same problem occur on two computers: MacBook Pro Retina, 15-inch, Mid 2015 and iMac Retina 5k, 27-inch, Late 2015.

The problem occur with my primary (macOS) user account, but not when using another (admin) account.

• In the Finder, when selecting OneDrive from the left hand side panel, I get `"OneDrive" encountered an unexpected error. Items may be out of date.' at the top of the Finder Window, with an option to "Try Again". In the content area, there is a spinning wheel with the word "Loading..." next to it.
• On the command line, in a terminal, the command `ls' reports the following error "fts_read: Operation timed out"
  • cd ~/OneDrive\ -\ University\ of\ ***
  • ls
• In the menu bar, OneDrive reports that "Your files are synched".
  • Changes made online are reported by the menu bar window.
• In fact, I can see that the files are correctly synched in the cache:
  • ~/Library/Group Containers/UBF8T346G9.OneDriveStandaloneSuite/OneDrive - University of ***.noindex/OneDrive - University of ***
• The size of the directory is 14 Mb with the following files:
• total 29648
• drwxrwxrwx 2 neo csistaff 64B 3 Aug 16:24 Hydrations/
• drwx------@ 20 neo csistaff 640B 3 Aug 16:53 OneDrive - University of ***/
• -rw-r--r-- 1 neo csistaff 13M 3 Aug 16:44 OneDrive - University of ***.dat
• -rw-r--r-- 1 neo csistaff 32K 3 Aug 16:44 OneDrive - University of ***.dat-shm
• -rw-r--r-- 1 neo csistaff 443K 3 Aug 16:53 OneDrive - University of ***.dat-wal
  • drwxrwxrwx 2 neo csistaff 64B 3 Aug 16:24 Staging/
  • 
    

I tried the following in order to solve the problems.

• I unlinked the account
• I uninstalled and reinstalled the application
• I ran /Applications/OneDrive.app/Contents/Resources/ResetOneDriveAppStandalone.command
• I uninstall GoogleDrive and in particular its Finder extension.
• I confirmed that OneDrive's Finder extension is selected in the preferences
• I attempted to do a `clean install':
  • unlinked the account
  • I ran /Applications/OneDrive.app/Contents/Resources/ResetOneDriveAppStandalone.command
• Followed by
• sudo pkill -9 OneDrive
• sudo rm -rf /Applications/OneDrive.app/
• sudo rm -rf /Library/Logs/Microsoft/OneDrive
• sudo rm /private/var/db/receipts/com.microsoft.OneDrive-mac.bom
• sudo rm /private/var/db/receipts/com.microsoft.OneDrive-mac.plist
• sudo rm /private/var/db/receipts/com.microsoft.OneDrive.bom
• sudo rm -rf /Users/neo/Library/Containers/com.microsoft.OneDrive-mac
• sudo rm -rf /Users/neo/Library/Containers/com.microsoft.OneDrive-mac.FinderSync
• sudo rm -rf /Users/neo/Library/Containers/com.microsoft.OneDrive.FinderSync
• sudo rm -rf /Users/neo/Library/Containers/com.microsoft.OneDriveLauncher
• sudo rm -rf /Users/neo/Library/WebKit/com.microsoft.OneDrive
• sudo rm -rf "/Users/neo/Library/Application Scripts/com.microsoft.OneDrive"
• sudo rm -rf "/Users/neo/Library/Application Scripts/com.microsoft.OneDrive-mac"
• sudo rm -rf "/Users/neo/Library/Application Scripts/com.microsoft.FinderSync"
• sudo rm -rf "/Users/neo/Library/Application Scripts/com.microsoft.DownloadAndGo"
• sudo rm -rf "/Users/neo/Library/Application Scripts/com.microsoft.OneDrive.FinderSync"
• sudo rm -rf "/Users/neo/Library/Application Scripts/com.microsoft.OneDriveLauncher"
• sudo rm -rf "/Users/neo/Library/Application Support/com.microsoft.OneDriveStandaloneUpdater"
• sudo rm -rf "/Users/neo/Library/Application Support/com.microsoft.OneDriveUpdater"
• sudo rm -rf "/Users/neo/Library/Application Support/OneDriveStandaloneUpdater"
• sudo rm -rf "/Users/neo/Library/Application Support/OneDriveUpdater"
• sudo rm -rf "/Users/neo/Library/Group Containers/UBF8T346G9.OfficeOneDriveSyncIntegration"
• sudo rm -rf "/Users/neo/Library/Group Containers/UBF8T346G9.OneDriveStandaloneSuite"
  • sudo rm -rf "/Users/neo/Library/Group Containers/UBF8T346G9.OneDriveSyncClientSuite"

I repeated several of these steps after the release of each new version of OneDrive since February.

Environment:

macOS is up to date (12.5)

OneDrive is up to date, 22.141.0703.0002 (from https://support.microsoft.com/en-us/office/onedrive-release-notes-845dcf18-f921-435e-bf28-4e24b95e5fc0?ui=en-us&rs=en-us&ad=us#mac)

Any suggestion on how to troubleshoot this problem would be much appreciated.