Troubleshooting

Start here when something isn't working. Follow these steps to identify your issue and jump to the relevant resolution page.

Before you start

If multiple users report the same issue at the same time, or if KONNEKT debug logs show Graph API errors (HTTP 429, 500, 503, 504, or UnknownError), the root cause may be on the Microsoft 365 backend rather than in KONNEKT. Confirm this first: Reproduce file issues with Graph Explorer.

What's the problem?

KONNEKT drives or shares are not visible

1. Is KONNEKT installed?

   • Check: Get-WmiObject -Class Win32_Product | Where-Object { $_.Name -like "*Konnekt*" }

   • Not installed → Install KONNEKT

   • On ARM64 devices, make sure you installed the ARM64 version. An x64 install on ARM64 will appear successful but the driver will fail to load. → Failed to open Device

2. Has the device been rebooted after installation?

   • KONNEKT requires a reboot to load its kernel-mode driver. Reboot and check again.

3. Is the KONNEKT service running?

   • Check: Get-Service -Name "Konnekt*"

   • Not running → restart the service or reinstall.

4. Is the user signed in?

   • Right-click the KONNEKT tray icon → Accounts. If no account is listed, sign in.

   • "Admin approval required" → Grant tenant-wide admin consent

5. Drive or share is visible but clicking does nothing?

   • → Clicking a share does nothing

Sites or libraries are missing

1. Using auto-mapping?

   • Check that O365SharepointUsage = 1 in the registry.

   • Verify the user has access to the site in the SharePoint web interface.

   • Check the KQL site query - a restrictive query may exclude the site. See Auto mapping.

   • Verify the user's Microsoft Entra ID group membership if sites are filtered by group.

   • Site owner but not member? KONNEKT's discovery only finds sites the user is a member of. → Some sites or libraries do not appear in KONNEKT

2. Using managed mappings?

   • Check that the SharepointSites policy is applied: gpresult /r or check the registry.

   • Verify the SharePoint URL in the policy is correct and accessible.

3. Trying to add a share manually and getting "Failed to open site: Key not found"?

   • → Add Share: "Key not found"

4. Site exists in SharePoint but not in KONNEKT?

   • The user may lack permission to the site. Test access via the SharePoint web interface.

   • The site type may not match the KQL query (for example, personal OneDrive sites are not discovered by the default query).

→ Sites missing or folders empty | Some sites or libraries do not appear

Folders are empty

1. All libraries empty?

   • Admin consent may not be granted, or the API permissions may be incomplete.

   • → Grant tenant-wide admin consent

   • → Empty libraries

2. Specific library empty?

   • The user may not have permission to the library's content. Check SharePoint permissions.

   • The library may genuinely be empty.

3. Managed mapping shows an empty folder?

   • The site URL in the policy may be incorrect. Verify it by opening the URL in a browser.

→ Empty libraries | Sites missing or folders empty

Authentication errors

1. "Failed to obtain access token"

   • → Access token issues

2. MFA prompt loop (repeated MFA prompts)

   • Conditional Access policy conflict or WAM broker issue.

   • → Conditional Access

3. Wrong account signed in

   • Right-click tray icon → Accounts → remove the wrong account → add the correct one.

4. "Admin approval required"

   • → Grant tenant-wide admin consent

→ Access token issues

File operation errors

1. Upload failed

   • Check the error details via tray icon → Errors.

   • Verify network connectivity.

   • Check if SharePoint throttling is occurring (look for HTTP 429 in debug logs). If you see throttling or backend errors, reproduce with Graph Explorer to confirm Microsoft-side issues.

   • → How to deal with error(s)

2. File locked / read-only unexpectedly

   • Another user may have the file open without co-authoring enabled.

   • File may exceed the read-only size threshold. → Open file size limitations

3. Permission denied

   • The user lacks write permission in SharePoint. Verify via the web interface.

4. "Path too long" or filename errors

   • Check path and filename length against the limits. → What is the maximum path and file name length?

→ How to deal with error(s)

Opening Office files fails

1. Office shows a warning on open ("could harm your computer")

   • Mark of the Web (MOTW) is applied to files from network locations. → Opening MS Office documents display a warning message

   • Often resolved by adding KONNEKT paths to trusted sites. → Add KONNEKT paths as Trusted sites

2. Double-clicking an Office file does nothing or Excel macro files won't open

   • KONNEKT paths need to be in the Trusted Sites zone. → Add KONNEKT paths as Trusted sites

3. KONNEKT crashes when opening or previewing Office files

   • Attack Surface Reduction (ASR) rules may be blocking KONNEKT. Exclude Konnekt.exe and KonnektStarter.exe from the "Office Child Process" ASR rule. → Risky action blocked

4. Office shows an outdated version of a file

   • → Office shows outdated versions

Performance issues

1. Slow folder browsing

   • Check item count in the folder (>1,000 items slows browsing).

   • Check cache settings - a very low TTL causes more API calls.

   • If slowness correlates with Graph API 429 or 5xx errors in the debug log, reproduce with Graph Explorer to confirm throttling or backend issues.

2. Slow file open

   • Check file size and network bandwidth.

   • Check for throttling (HTTP 429 in logs). If present, reproduce with Graph Explorer.

3. Intermittent slowness (especially mornings)

   • Likely antivirus scanning KONNEKT drives.

   • → Slow performance or errors caused by antivirus scanning

Other issues

Issue	Resolution
PDF preview broken (Windows 11)	→ PDF preview broken after Windows 11 update
Grey X on files	Expected behavior - KONNEKT marks files as FILE_ATTRIBUTE_OFFLINE to save bandwidth. Not an error. See Why is there a grey X or brown suitcase.
Brown suitcase overlay on files	File is marked for offline use. Expected behavior.
KONNEKT tray icon missing	Reboot the device. If still missing, reinstall KONNEKT.
Can't resolve the issue	→ Prepare debug logs and contact support

Related pages

• Reproduce file issues with Graph Explorer - isolate KONNEKT issues from Microsoft 365 backend issues

• Changelog - recent fixes and resolved issues

• Debug log preparation - how to collect logs for support

• Support - how to reach KONNEKT support