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MPS NextGen User

OneDrive App not connecting

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.

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5 Replies
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Analyst Nation Moderator
Analyst Nation Moderator

Re: OneDrive App not connecting

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.

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Joe
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MPS NextGen User

Re: OneDrive App not connecting

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.

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Xerox Employee
Xerox Employee

Re: OneDrive App not connecting

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

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MPS NextGen User

Re: OneDrive App not connecting

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.

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Xerox Employee
Xerox Employee

Re: OneDrive App not connecting

troubleshooting.pngDo 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.

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