Look at the sync status
Check the OneDrive cloud icon near the clock for a pause, sign-in prompt, or error symbol. Make sure the device has a working network connection. Open the file in your usual shared location to see whether the current version is there.
Protect your work
- Keep a local copy of an unsynced file while support investigates.
- If two people changed the same file, do not overwrite either copy; note the filenames and times for support.
- Do not disconnect a company account or delete a sync folder to “start fresh” without guidance.
When to contact Softfusion
Send a screenshot of the sync message, the affected folder or filename, and when the file last appeared correctly. Do not email sensitive files to a personal address as a workaround. Microsoft's OneDrive sync help explains common status icons and checks.