The sync icon shows a warning
Prepare these facts
Note the icon shown, the file or folder affected, and whether the file opens directly from the browser instead.
“The file is right there—why can’t I open it?”
Every file has a state. Most support requests start there.
Sync, permissions, sharing links, and versions cause most of the file reports the desk sees. Naming the file, the site, and what you actually see is usually enough to start.
Two people edited it—now there are two files
Prepare these facts
Name both file names, roughly when each was last saved, and which version should be kept.
It says I need permission
Prepare these facts
Note the exact site or file name, who should already have access, and who the expected owner is.
The link says it’s expired or blocked
Prepare these facts
Note where the link came from, when it was shared, and who sent it.
I deleted it by mistake
Prepare these facts
Note the file name, its folder or site, and roughly when it was deleted.
Know which one you mean
Your OneDrive, or a SharePoint site.
The two behave differently, which changes who else can already see or fix the problem.
Your OneDrive
- Personal storage tied to your account
- Sharing is something you control by default
- Access questions usually center on who you shared with
A SharePoint site
- Shared storage owned by a team or site owner
- Membership and permission levels are set by that owner
- Access questions usually need the site owner’s confirmation
Common questions
Sync, recovery, and who owns sharing rules.
Why does the same file look different for two people?
This is usually a co-authoring conflict or a delay in sync rather than data loss. Version history can normally show and restore an earlier state.
Can the desk recover a file deleted weeks ago?
Recovery depends on the site or account’s retention window, which the desk did not set. Ask as soon as you notice a deletion rather than waiting.
Who decides our external sharing defaults?
Day-to-day link and permission requests are desk work. Setting the organization’s default sharing policy is a governance decision made by your tenant owner.
Beyond the file itself