Why does my Microsoft Word and other 365 accounts keep disappearing? This is so aggravating!

Question

Every other day, I cannot log into my Microsoft Word account, and I can't find any signs of the files I have already written. I purchased a new Asus Chromebook Plus in November, and went into the hospital in December. When I got better in January, I started having trouble. I purchased Microsoft 365, and I thought everything was okay. I could not find my files on Monday, March 20, and complained. My files miraculously returned. Now it's March 25th, and I have no access to my files again. What is going on? Between you and Chromebook, I have about had it.

Answer 1

Hi, Vaughnzel Jacobs

What’s probably happening is that on a Chromebook, Microsoft 365 works best in the browser, and the sign-in/session can get messy if it flips between OneDrive, web apps, or different Microsoft accounts. That can make your files look “gone” even when they’re still sitting safely in OneDrive.

Here are some suggestions you can try:

Go directly to microsoft365.com and OneDrive on the web, then sign out and back in with the exact email that owns your Microsoft 365 subscription. Missing files are often under a different Microsoft account.

Search for the files on OneDrive.com first, then check the Recycle Bin and Personal Vault. The website is the best place to start when files seem missing.

If the files were there before and disappeared again, use Restore your OneDrive. If you have Microsoft 365, it can roll your OneDrive back to an earlier point within the last 30 days.

It is recommended that you open your Word files in Chrome/the Microsoft 365 website instead of letting the OneDrive app take over, because Chromebook + OneDrive app/web handoff can be hit-or-miss and may keep logging you out.

Thank you for your patience in reading, I hope this information has been helpful to you. 

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