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Chris JohansenChris Johansen 

Difficulty with MS Onedrive

Having a problem with the latest version of Microsoft Onedrive when users change their password, and I'm not sure if it's Okta related.  When a user changes their AD password, Onedrive eventually stops syncing & shows up with some sync errors, indicating that credentials need to be updated.  This is expected.  But getting to the page to actually enter the new credentials, it seems to make a half-baked attempt to bring up the Okta logon page, but it takes multiple attempts & I'm never really sure if it actually worked.  Does anybody else have experience with Okta & Onedrive with regards to password changes, and hopefully a step-by-step procedure that users can employ when changing their password?
Frank BenusFrank Benus (Okta, Inc.)

Hi Chris,

Thanks for lettings us help you on this case. I would like to do a quick test case to see if I can reproduce the issue you are experiencing. So far I am not sure if this is a problem on our side, but I want to make sure. 

Can you tell me more on how you access OneDrive in this case? Because I do not think it is the web interface that will prompt you for credentials update, so is it the app or desktop sync tool or something else? And can you see what version you are using exactly?

I am looking forward to your reply, and hopefully we can solve this or provide your users with a good set of instructions. 



Chris JohansenChris Johansen
Thanks Frank.  This is the desktop installation of the Onedrive client, Version 2016 (Build 17.3.6517.0809).

After a user changes their password, the Onedrive desktop app starting throwing sync errors in the system tray, That's fine, so if you click on the button to 'Enter Credentials' it takes you to the standard Office 365 logon popup window.  I enter my logon credentials & it automatically redirects to Okta, but that's where we start having problems - it seems to work intermittently, sometimes taking 3 or 4 times for the errors to clear and syncing to resume.  I've reproduced this on three different computers.  
Frank BenusFrank Benus (Okta, Inc.)
Hi Chris,

I have done some tests with OneDrive on my macbook and I am not able to trigger the same issue. I do want to see into this case with you however I am not sure if I will be able to solve or explian it. I would need some more information, so if you dont mind answering these questions:

- What are the errors that your get?
- Do the errors show in the popup browser window or outside the window (so in OS or the OneDrive client)?
- Am I correct that you run Windows?

I hope we can work this out together.

Thanks and regards,