OneDrive File Issues

Fix OneDrive Mobile App Not Displaying Photos or Videos

Aamir Naveed Akram Sep 28, 2026 869 views

Question details

Users are unable to view certain photos or video thumbnails inside the OneDrive mobile app, despite the files working correctly when accessed via a web browser or on other devices.

How to Fix the OneDrive Mobile App Not Displaying Photos or Videos

Product: Microsoft OneDrive
Device & OS: Android
Scenario: Browsing synced media files and attempting to view photo and video thumbnails in the mobile application gallery.
Observed behavior: Thumbnails and media files fail to load or display within the mobile app interface, appearing broken or blank, even though the data remains intact on the server.

Before you start

Log into the web version of OneDrive from a browser to verify that your photos and videos are intact and safely backed up before making any changes to your mobile app.

Solution 1Recommended

Clear the App Cache and Update OneDrive

Use this method to resolve temporary glitches caused by corrupted local cached data or outdated application versions.

Mobile apps locally cache thumbnails to speed up load times. When this cache becomes corrupted, images may fail to display correctly. Keeping your app updated ensures you have the latest bug fixes from Microsoft.

Clear application cache

Open your device Settings, navigate to Apps, select OneDrive, tap on Storage, and press 'Clear Cache'. Do not select 'Clear Data' unless you are prepared to sign in again.

Check for updates

Open the Google Play Store or Apple App Store, search for OneDrive, and tap 'Update' if a newer version is available.

Restart the device

Reboot your mobile phone to allow system services to refresh, then open OneDrive to see if the thumbnails generate.

Solution 2

Verify Permissions and Re-authenticate

Use this approach if the app is being blocked by the operating system from accessing local storage or if the account sync has stalled.

Solution 3

Uninstall the Intune Company Portal App (Workaround)

Apply this specific workaround if you use a work or school profile on your phone and are experiencing this known Microsoft bug.

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Frequently Asked Questions

Why can I see my OneDrive photos on the web but not on the mobile app?

This usually points to a localized issue on the mobile device rather than data loss. Causes include a corrupted thumbnail cache in the app, lack of storage permissions on your phone, or a known bug in the current app version interacting with Android.

Will clearing the OneDrive app cache delete my saved photos?

No. Clearing the app cache only removes temporary files used to load the interface faster. Your original photos and videos remain safely stored on Microsoft's cloud servers.

Does reinstalling the OneDrive app fix media loading errors?

Reinstalling the app can clear deep-seated configuration errors and force a fresh sync of your file library. Ensure all pending uploads are complete before uninstalling to prevent losing newly added files.

Document & File Issues