OneDrive App not connecting

[XAS-Moderator]

Do you know if the customer has the network troubleshooting enabled on their device? If so please do a start session, attempt the app again and once the problem occurs do a stop session and send the file. We can have a look and see if anything shows up. It might be that we will have to have a webex and see if there is some setting not set on the device.

[sue.nogler]

Yes I have uninstalled and reinstalled the app as well as upgrade the software to see if it fixed it. I am not convinced that it isn't their network but odd that only their 2 versalinks now have the issue and not the Altalinks. There is no error it just eventually times out.

[XAS-Moderator]

Have you tried uninstalling and installing the new version of the app? Did you do an upgrade on the devices recently?

[sue.nogler]

It is 1.0 created through the channel login. It is working on all of the Altalinks perfectly as well as the Versalinks that are in another building. They both have worked at 1 time but are not now.

[Joe Arseneau]

The Onedrive app or the Onedrive 2.0 (Connect 2.0 for Microsoft OneDrive)?

Because if its 1.0, you are probably out of luck (unsupported), but if its 2.0, launch the app gallery and update it or remove/reinstall it.

[sue.nogler]

I have 12 devices at this account. All the Altalink devices work but the C605 and the B405 do not. They did at one point but both stopped working and when you select the icon it just sits with a the spinning circle and eventually times out and goes to the home screen.