'%3e%3cpath%20d='M8%200C12.4183%200%2016%203.58172%2016%208C16%2012.4183%2012.4183%2016%208%2016C3.58172%2016%200%2012.4183%200%208C0%203.58172%203.58172%200%208%200ZM11.6162%204.38379C11.2257%203.99337%2010.5927%203.99338%2010.2021%204.38379L8%206.58594L5.79785%204.38379C5.40732%203.99334%204.77429%203.99329%204.38379%204.38379C3.99331%204.77429%203.99335%205.40733%204.38379%205.79785L6.58594%208L4.38379%2010.2021C3.99348%2010.5927%203.99341%2011.2257%204.38379%2011.6162C4.77426%2012.0066%205.40734%2012.0065%205.79785%2011.6162L8%209.41406L10.2021%2011.6162C10.5927%2012.0066%2011.2257%2012.0067%2011.6162%2011.6162C12.0067%2011.2257%2012.0066%2010.5927%2011.6162%2010.2021L9.41406%208L11.6162%205.79785C12.0066%205.40735%2012.0066%204.77429%2011.6162%204.38379Z'%20fill='%23080E17'%20fill-opacity='0.46'/%3e%3c/g%3e%3cdefs%3e%3cclipPath%20id='clip0_3761_713'%3e%3crect%20width='16'%20height='16'%20fill='white'/%3e%3c/clipPath%3e%3c/defs%3e%3c/svg%3e)
How to Fix OneDrive Mobile Not Playing or Downloading Videos and Photos
Question details
The user is unable to play or download videos and photos using the OneDrive mobile app, and file thumbnails are failing to display.
- Product
- Microsoft OneDrive
- Device & OS
- Android and iOS
- Scenario
- Viewing, downloading, or previewing media files within the OneDrive mobile application.
- Observed behavior
- Videos and photos fail to play or download entirely, and image thumbnails are missing from the file list.
Ensure you have a stable internet connection and sufficient free storage space on your mobile device before proceeding. It is also recommended to log into OneDrive.com via a web browser to verify that the media files themselves are not corrupted.
Clear Cache and Reinstall OneDrive on Android
Clearing corrupted app data and performing a clean reinstallation often resolves playback and download issues on Android devices.
Over time, the OneDrive cache can become corrupted, leading to synchronization failures and missing thumbnails. Forcing the app to stop and wiping this temporary data is the most effective way to restore normal media playback.
Open the Settings app on your Android device, then select 'Apps' or 'Applications'.
Tap on 'Manage Applications' and scroll down to find and select 'OneDrive' from the list of installed apps.
Tap 'Force Stop' to halt the app. Next, tap 'Storage', then select 'Clear Data' and 'Clear Cache'.
Select 'Uninstall' to remove the app from your device. Once removed, open the Google Play Store, search for OneDrive, and reinstall the application.
Offload or Reinstall OneDrive on iOS
For iPhone or iPad users, offloading or deleting the app clears corrupted cache files that prevent media from loading properly.
Sign Out, Update, and Test Network
Basic account and network troubleshooting can resolve synchronization bugs that restrict media access.
Manage Your Documents Seamlessly with WPS Office
While troubleshooting your cloud storage, consider switching to WPS Office for a lightweight, free, and highly compatible productivity suite. WPS Office easily integrates with various cloud drives, allowing you to view and manage your files without hassle.
Frequently Asked Questions
Why does OneDrive say my video format is unsupported on mobile?
The OneDrive mobile app relies on your device's native media player. If your phone does not support the video codec (such as certain MKV or AVI files), OneDrive will not be able to play it directly. Try downloading the file to your device and opening it with a third-party media player.
Will clearing OneDrive app data delete my photos and videos?
No, clearing the app data or cache only removes temporary files stored locally on your mobile device. Your actual photos and videos remain safely backed up in your cloud storage.
How do I force OneDrive to show photo thumbnails?
Missing thumbnails are usually caused by a poor network connection or a corrupted cache. Connecting to a stronger Wi-Fi network and clearing the app cache as outlined in the troubleshooting steps will typically force the thumbnails to reload.
