OneDrive/Teams File Access Troubleshooting Procedures
Missing Files in OneDrive and Teams
1. Check Your Authenticator App:
Ensure you have the Microsoft Authenticator app installed and up to date on your mobile device.
2. Sync Your Account:
Update your Microsoft Authenticator app with your account information to complete the authentication workflow. This should restore your access to folders in OneDrive, Teams, and SharePoint.
Note: For detailed guidance on configuring and troubleshooting Microsoft Authenticator, please refer to our Knowledge Base article "How to Configure Microsoft Authenticator and Troubleshoot Common Issues."
If you cannot see your files in OneDrive or Teams, even after confirming the necessary SharePoint settings, follow these steps:
1. Check for File Movement: Verify if your files have been moved or if SharePoint has been updated recently.
2. Location Change: If you have been working from a different location, especially outside of your usual remote work state, specific security software (e.g., Dark Trace) may have quarantined your access. This can lead to a loss of access to specific private channels.
3. Raise a Helpdesk Ticket: In this scenario, the recommended action is to raise a support ticket with your organization's Helpdesk. Communicate which folders or channels you need access to.
4. Recovery: Once our Helpdesk processes your request, they will re-add you to the necessary channels and folders. After completing this, you should regain access to your files in OneDrive, Teams, and SharePoint.