# Internal Error Or Empty Folder

When accessing a <code class="expression">space.vars.PRODUCT\_NAME</code> network drive you may receive an error from Windows File Explorer, "Location is not available. An internal error has occurred":

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Or, when accessing the drive or a folder within the drive, you do not receive an error but the folder or drive shows empty.

Before checking through the troubleshooting steps below, examine the <code class="expression">space.vars.PRODUCT\_NAME</code> [log file](https://docs.zeedrive.com/how-to/retrieve-log-files) from the affected computer for the underlying error to help with diagnosis.

* There is a networking connectivity error on your computer affecting access to Microsoft 365 E.g. a proxy blocking access, an internet connectivity issue. Review the [network troubleshooting guide](https://docs.zeedrive.com/network-connectivity) to resolve the issue
* Your computer is joined to your organisational network via Active Directory and your organisation is federated to Entra with ADFS, but, you are running a version of <code class="expression">space.vars.PRODUCT\_NAME</code> prior to v68.19. Microsoft are deprecating a legacy authentication method in favour of modern OAuth authentication starting in 2026 and completing on 1st May 2026. To resolve, [upgrade](https://docs.zeedrive.com/resources/download) to <code class="expression">space.vars.PRODUCT\_NAME</code> v68.19 or later.
* Your <code class="expression">space.vars.PRODUCT\_NAME</code> credential is a legacy forms credential saved to the Windows Credential Manager (saved from an old version of <code class="expression">space.vars.PRODUCT\_NAME</code>). Starting 2026, Microsoft is deprecating forms based credentials (i.e. username/password). Your <code class="expression">space.vars.PRODUCT\_NAME</code> log file will show the error `ServiceUnavailable` if this is the case. To resolve, you will need to delete your credential and re-authenticate. See [#remove-saved-credential-and-re-authenticate](#remove-saved-credential-and-re-authenticate "mention")
  * In the case of a saved credential from a <code class="expression">space.vars.PRODUCT\_NAME</code> [partner subscription](https://docs.zeedrive.com/partner-guide), to re-authenticate, return to the customer listing page, select the customer, choose the set credential option from the action button, and then authenticate via the pop-up form from clicking the blue link rather than the embedded username/password form
* Microsoft Entra requires you to re-authenticate due to an invalidated refresh token. If this is the case then <code class="expression">space.vars.PRODUCT\_NAME</code> will pop-up a Windows toast notification to alert you to this. If you have disabled Windows toast notifications or missed the notification, you can re-authenticate with Microsoft Entra by [opening the status screen](https://docs.zeedrive.com/user-guide/check-your-subscription-status) of <code class="expression">space.vars.PRODUCT\_NAME</code> then clicking the blue link that shows to re-authenticate
* The mapped drive is connected to your OneDrive but your OneDrive has not been provisioned yet. To resolve, open up <https://portal.office.com/> in the browser, sign in then navigate to OneDrive. Wait for it to be provisioned then return to your network drive to try accessing it again
* Your <code class="expression">space.vars.PRODUCT\_NAME</code> user does not have permissions to the site, document library or OneDrive the network drive is connected to. To resolve, ask your Microsoft 365 administrator to give you access to the target library. If it is a permissions issue you will see errors like 403 FORBIDDEN in the <code class="expression">space.vars.PRODUCT\_NAME</code> log file
* The document library or site your network drive is connected to has been deleted. In this case, your <code class="expression">space.vars.PRODUCT\_NAME</code> subscription administrator will need to update the network drive connection
* The network drive may not be connected to anything in Microsoft 365. Your <code class="expression">space.vars.PRODUCT\_NAME</code> administrator should check the network drive configuration to ensure they have connected it to a target in SharePoint
* If your network drive is connected to the "modern teams" or "hub sites" option then it may indicate there is an issue with the SharePoint search service which <code class="expression">space.vars.PRODUCT\_NAME</code> uses to discover the sites your user has access to. If the site was recently created or you were recently given permissions to the site, it may be a case of waiting a little longer for the site to appear in your network drive. Or, you can [request a re-index of the site](https://learn.microsoft.com/en-us/sharepoint/crawl-site-content) in the SharePoint search index
* Your computer may have already mapped the drive letter or reserved it therefore <code class="expression">space.vars.PRODUCT\_NAME</code> can’t map it and it may then show as empty . Check your <code class="expression">space.vars.PRODUCT\_NAME</code> log file for an error similar to “drive already in use”. If the drive is already in use you may be able to change the drive letter through the Windows Computer Management application under the "disk management" node then restart <code class="expression">space.vars.PRODUCT\_NAME</code> to try mapping the drive again

## Remove Saved Credential And Re-Authenticate

Where your organisation has not implemented single sign-on (such as with ADFS) or your computer is not Entra joined, <code class="expression">space.vars.PRODUCT\_NAME</code> will save your Entra refresh token to the Windows Credential Manager. Removing this saved credential from the Credential Manager and forcing <code class="expression">space.vars.PRODUCT\_NAME</code> to re-authenticate may resolve your issue in some cases.

1. Hit the Windows key and type *Credential Manager* then hit the return key. The Windows Credential Manager will now open
2. Click the Windows Credential tab
3. Check for your <code class="expression">space.vars.PRODUCT\_NAME</code> credential. It will have the format "Zee Drive/\[your username]" E.g. "Zee Drive/user\@example.com"
4. Delete the credential from Credential Manager
5. Restart <code class="expression">space.vars.PRODUCT\_NAME</code> by choosing the restart option from the [action button](https://docs.zeedrive.com/user-guide/check-your-subscription-status)
6. After <code class="expression">space.vars.PRODUCT\_NAME</code> has restarted, access the drive again. This will force <code class="expression">space.vars.PRODUCT\_NAME</code> to re-authenticate you with Microsoft 365. Open the <code class="expression">space.vars.PRODUCT\_NAME</code> [status screen](https://docs.zeedrive.com/user-guide/check-your-subscription-status) to complete re-authentication