OneDrive File Issues

Fix Missing Image Thumbnails in Shared OneDrive Folders on Mobile

Maira Mehtab Sep 22, 2026 868 views

Question details

Users accessing shared OneDrive folders via links on mobile devices are unable to see image thumbnails, access specific folders, or add new folders, despite the folder working normally for the primary owner.

Product: Microsoft OneDrive
Device & OS: iOS (iPhone, iPad) and Android
Scenario: Opening a shared OneDrive folder link as a guest on a mobile device.
Observed behavior: The shared folders appear inaccessible, fail to load image thumbnails, and restrict the ability to add new folders for guests, while the primary user experiences no issues.

Before you start

Before escalating the issue, try opening the shared OneDrive link on a desktop web browser to confirm whether the missing thumbnails problem is strictly isolated to mobile applications.

Solution 1Recommended

Contact Microsoft Support or IT Administrator

Since this is a recognized server-side or OneDrive mobile app bug affecting shared links, contacting official support or your administrator is the primary resolution path.

This specific issue affects users opening a folder through a shared link on iOS and Android apps, while the primary account holder remains unaffected. Because it stems from backend synchronization errors or mobile application bugs, it typically requires Microsoft service intervention or administrative action to fully resolve.

Contact Support for Personal Accounts

Sign in to OneDrive on a web browser, navigate to the Help & Learning section, and select 'Contact Support' to officially open a service request.

Notify Your IT Administrator

If you are using a Microsoft 365 work or school account, you cannot open a direct ticket. Instead, report the issue to your organization's IT administrator and provide the problematic shared link.

Administrator Action Required

IT administrators should log into the Microsoft 365 Admin Center, check the Service Health dashboard for active OneDrive advisories, and submit a support ticket on the user's behalf if needed.

Monitor Microsoft Community: Review related Microsoft Community discussions to see if other users are reporting a widespread server outage or if Microsoft has posted temporary workarounds.

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Frequently Asked Questions

Why do image thumbnails only disappear on the OneDrive mobile app?

Mobile applications often use different server endpoints and caching mechanisms to load optimized preview images. If the server fails to generate these optimized thumbnails for shared guest links, they will not display on iOS or Android, even if they work perfectly on a desktop browser.

Will clearing the OneDrive app cache fix the thumbnail issue?

While clearing the app cache via Android settings (or reinstalling the app on iOS) can sometimes resolve local display glitches by forcing the app to fetch fresh data, it will not fix the issue if the root cause is a recognized Microsoft server-side bug.

Why can the folder owner see the thumbnails while guests cannot?

The primary owner views the files directly from their own authenticated storage environment, which maintains accurate file indexing. Guests accessing the folder via a shared link route through a different set of permissions and sharing protocols, which is where the data retrieval bug typically occurs.

Document & File Issues