Who is this article for?

Users who see an error when opening the desktop software

No elevated access or permissions are required.

The ‘Root element is missing’ error can come about when there is corruption of one or more of our XML configuration files on your computer.

1. Issue
2. Resolution

1. Issue

The ‘Root element is missing’ error can come about when there is corruption of one or more of our XML configuration files.
These XML configuration files are held in the below folder:
%appdata%\OnePlace Solutions
If you close outlook and delete or rename one of these files, they will get re created when opening outlook again.

2. Resolution

Please follow the steps below to locate and delete the corrupted XML file(s) and resolve this issue for the affected user.

1. Close Outlook and OnePlaceDocs (File -> Exit).
2. Open File Explorer and navigate to %appdata%\OnePlace Solutions (C:\Users\UserName\AppData\Roaming\OnePlace Solutions).
3. Delete any of the *.XML files that either:
   1. Cannot be opened with Notepad.
   2. Are completely empty when opened with Notepad.
   3. 0 kb in size