Missing Files in OneDrive
The most common problem when experiencing missing files in OneDrive is the user is signed into the wrong OneDrive account. Before troubleshooting, make sure the user is signed into the correct account.
What OneDrive Account is being used?
1. Make sure that the BYU-Idaho OneDrive account is being used. Reference BYU-I OneDrive vs Personal OneDrive to determine which account is being used.
2. If you are using the wrong account, logout and log back in using your BYU-I Username followed by @byui.edu (ie. Username@byui.edu).
File Created on Microsoft Office Desktop Application
If the file was created on the desktop Microsoft Office applications and isn't showing up in the OneDrive account on the web, look through the most recent documents.
1. Open the applicable Microsoft Office application.
2. File > Open.
3. Look through the list of most recent files for the document. You will be able to see the file and where the file was saved.
4. Save the file to OneDrive.
File Created on OneDrive via the Web
If the file was created on the web, look for the most recent documents on the web.
2. In the left navigation, under My files, select Recent.
3. Look for the document in the list of most recent files. This list includes files that were saved to SharePoint and Teams as well.
Still Can't Find File
If the file is still missing, the best course of action may be to send the user back to Tier 2 to search through the hard drive of the device. If it is not in OneDrive/SharePoint/Teams, and not in the Microsoft Office desktop app's list of most recent documents, the ticket does not belong with our team.