Files going missing

Troubleshooting
1

Hi Support,
I have a user that is stating she is adding files to a folder and can see them there. However, when she goes back the next day or two the files are gone. I had her send the diagnostic log to you yesterday. Can someone please look into why these files are going missing?
Thank you

2

Hi @moneil,
I am not seeing any diagnostics from that user (I removed the e-mail from the post for privacy).

If the files are being removed, that would indicate that they are likely being deleted by someone else and then syncing to her computer.

Next steps:

  1. Upgrade to the latest desktop client version, which may be needed to properly send a diagnostic, if their version is out-of-date enough. To do this:
  • Exit odrive from the odrive tray menu
  • Download the latest version from here: Set Up Your odrive
  • Install

  1. Send another diagnostic

  2. Provide me with the names of the files, so that I know what to look for.