LOST FILES

Question

We have noticed that some files we previously saved are no longer available. When we went back to locate them, they were missing despite not having been deleted.

We would appreciate your assistance in determining whether it is possible to recover these files and understanding what may have caused this issue. Please let us know the next steps or any information you may need from our end to proceed.

Thank you in advance for your support.

Answer 1

Dear @Human Resources, 

Thank you for sharing your concern. 

In Microsoft 365, files may seem missing if they were moved, renamed, deleted into the Recycle Bin, or access was changed through sharing.  Files can also be hidden by sync issues, overwritten versions, or bulk changes that may require a OneDrive restore.  

Please follow the steps below to help verify and recover the files: 

Step 1: Search directly in OneDrive on the web 

Sign in to your work account via office.com > Apps > OneDrive and use the search bar to look for the file name, keywords, or approximate dates. 

The web version is the most reliable way to confirm whether the files still exist in the cloud. 

Step 2: Check the OneDrive Recycle Bin 

In the OneDrive web portal, open Recycle bin. 

If you find the missing files there, select them and choose Restore. 

Deleted items are usually retained for a limited time before being permanently removed. 

Step 3: Restore a previous version if files were overwritten 

If a file exists but its content is incorrect or incomplete, open the file in OneDrive on the web and select Version history. 

You can restore an earlier version from a point before the change occurred. 

Step 4: Restore your OneDrive if many files were affected 

If multiple files or folders went missing around the same time, you can use Restore your OneDrive to roll back changes to an earlier point within the last 30 days. 

Any files created after the selected restore point will be moved to the Recycle Bin. 

Step 5: If the files are stored in SharePoint or Teams 

If the content belongs to a SharePoint site or a Teams channel, a site owner or administrator should check the second-stage Recycle Bin. 

Items may still be recoverable there even if they no longer appear in the first Recycle Bin. 

Step 6: Troubleshoot sync if files exist online but not on your computer 

If you can find the files on OneDrive on the web but not on your device, this typically indicates a sync issue.  This may be caused by sync being paused, an error status, incorrect folder selection, or insufficient local storage. 

If you notice this behavior, please let me know and I will provide specific steps to resolve the sync issue. 

Step 7: Contact Microsoft Support if files cannot be located 

If the files cannot be found after completing the steps above, I sincerely recommend reaching out to your IT administrator to create a support ticket via Microsoft 365 Admin Center > Support > Help & Support for further investigation. In case you do not know who is your IT admin, kindly refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support 

A technical support engineer can perform a remote session to investigate the situation, verify the backend configurations, and run any necessary synchronization tools to resolve the problem. If the issue requires further attention, they can escalate it to a specialized team for deeper analysis.    

As community moderators, we kindly ask for your understanding that our access to internal development details is limited. Our primary role is to guide users toward the appropriate resources and support channels. While we may not have visibility into performing deeper backend analysis, we’ll continue doing our best to support you within the scope of our responsibilities.  

I hope this information is helpful. If you have any questions or need further support, please don’t hesitate to reach out at any time. 

Thank you for your patience and understanding. 

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