Troubleshoot Microsoft 365 sync

Most sync issues resolve themselves on the next pass, which runs about every 15 minutes. When something needs your attention, the Connections tab tells you where to look. Here are the situations we see most and how to move past them.

Stuck on "Awaiting admin approval"

The first scan waits until a Microsoft 365 administrator approves Quorum's organisation-wide access. Nothing is broken while this badge shows. Open View status on the connection row to get the approval link again, with Copy link and Open link buttons, and send it to your Microsoft 365 admin. Quorum re-checks every minute, and the status window shows when it last checked, so you can confirm the process is alive. The scan starts automatically the moment approval lands.

If your admin says they already approved, give it a few minutes. Microsoft can take a short while to propagate the approval. Quorum also re-checks in quick succession right after the admin lands back from the approval page.

The row shows "Sync error"

The row displays the error text underneath the badge. Quorum retries automatically on the next scheduled sync, and you can retry immediately with Sync now. If the error mentions tokens or asks you to reconnect, run the Connect flow again. Reconnecting keeps the existing sync state, so it does not re-import everything.

Fewer files than expected

Work through these in order:

1. Is org-wide access on? If the row says "Org-wide sync is off, so only files this account can already open are imported", Quorum only sees the connecting admin's own files. Use Approve org-wide access on the row to restore full coverage. No reconnect is needed.
2. Are the missing files on personal drives? If the Sync personal files ("My Files") switch in the Security card is off, only shared site libraries sync. People must move files into a site's document library for Quorum to see them.
3. Are the files over 30 MB? Files above 30 MB are skipped and show up in the scan's skipped count.
4. Is it a system library? Libraries like Form Templates, Style Library and Site Assets are never imported.
5. Is the first import still running? Big workspaces import in batches of up to 200 files per pass, so give it a few passes.
6. Is the SharePoint site brand new? Newly created Microsoft 365 tenants can take hours to become fully discoverable on Microsoft's side. The next scheduled syncs pick up sites as they appear.

After checking, Force resync re-walks the entire source and repairs anything that drifted, without creating duplicates.

Files I deleted in Quorum came back

Sync keeps your library matching the source. If the original still exists in OneDrive or SharePoint, deleting only the imported copy in Quorum causes the next pass to re-import it. Delete the file at the source instead, or turn off personal-file sync, or disconnect with Remove files, depending on what you are trying to achieve.

Still stuck?

Contact support with the connection's error text and the approximate time of the failed sync. Workspace admins can also mention what the audit trail and file counts show, which speeds things up.