Fix the OneDrive Error: We Cannot Sync Your Shortcut
Question details
The user is unable to synchronize a SharePoint library and receives the 'We cannot sync your shortcut' error in OneDrive.
- Product
- OneDrive
- Device & OS
- not provided
- Scenario
- Attempting to synchronize a shared SharePoint library or subfolder to the local machine using the OneDrive client.
- Observed behavior
- OneDrive fails to execute the sync process because an existing folder shortcut pointing to the same shared library is already present in the user's personal OneDrive files.
Ensure you have access to a web browser and your Microsoft account credentials, as this conflict must be resolved through the OneDrive web interface rather than the local desktop app.
Remove the Conflicting Shortcut via OneDrive on the Web
Deleting the existing shortcut from your personal files clears the path for the SharePoint library to synchronize normally.
This error occurs because OneDrive prevents the duplication of sync processes. If you have already added a shortcut of a SharePoint folder to your 'My files' directory, you cannot sync that same library again through the SharePoint portal until the shortcut is deleted.
Log into your Microsoft 365 account on a web browser and open the OneDrive application.
Click on 'My files' in the left-hand navigation pane. Do not look in the 'Shared' section or the SharePoint library itself, as the conflicting shortcut resides in your personal file list.
Find the folder that has a small link/chain icon overlaid on it, which matches the name of the SharePoint library. Select the folder, click the three-dot menu icon, and choose 'Remove shortcut from My files'.
Return to the shared SharePoint library in your browser and click the 'Sync' button at the top of the page. OneDrive will now synchronize the folder without error.
Search for Hidden Shortcuts in Subfolders
If you cannot immediately find the shortcut in the root of 'My files', it may be nested inside another directory.
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Frequently Asked Questions
Why didn't reinstalling the OneDrive app fix the shortcut sync error?
Reinstalling the local OneDrive desktop client does not resolve the issue because the conflicting shortcut is stored in your cloud account. The conflict must be resolved by deleting the shortcut through the OneDrive web interface.
How can I tell if a folder in OneDrive is a shortcut?
A shortcut folder displays a distinct icon. In the OneDrive web interface or your computer's file explorer, look for a standard folder icon that has a small chain-link or curved arrow overlay on top of it.
Can I keep the shortcut and still sync the SharePoint library at the same time?
No. OneDrive architecture does not support simultaneously synchronizing a SharePoint library and maintaining a shortcut to that exact same library or its subfolders in your personal files. You must choose one method of access.
