Why did my files disappear after a windows update?

Summary

This guide helps you troubleshoot and resolve: Why did my files disappear after a windows update?. Follow the steps below to fix the issue.

Common Causes

After a Windows update or when setting up a new computer, you may find that your Desktop, Documents, or Pictures folders appear empty or that your files have seemingly disappeared. This is a common experience for small business and home office users across Australia and is usually caused by OneDrive Known Folder Move. This feature automatically redirects your local user folders to OneDrive cloud storage during sign-in to keep your files backed up and synced across devices.

Quick Fix Steps

1. Check if OneDrive is running by looking for the blue cloud icon in the system tray (bottom-right corner of your screen).
2. Open File Explorer and navigate to C:\Users\[YourUsername] to see if your folders are still stored locally.
3. Log in to onedrive.live.com from a web browser to verify if your files are available in the cloud.
4. Check the OneDrive settings to see if Desktop, Documents, or Pictures are being backed up.

Detailed Instructions

Verify where your files are stored

1. Press Windows Key + E to open File Explorer.
2. In the left navigation pane, look for OneDrive - [Your Organisation] or OneDrive Personal.
3. Expand the OneDrive entry and check if your Desktop, Documents, or Pictures folders appear there.
4. If you see your files under OneDrive, they have been migrated to the cloud and are no longer stored exclusively on your local hard drive.

Restore access to local folders

1. Click the OneDrive cloud icon in the system tray (bottom-right of your screen). You may need to click the Show hidden icons arrow first.
2. Select Help & Settings, then click Settings.
3. Go to the Backup tab.
4. Under Back up, click Manage backup.
5. Toggle off the folders you want to keep local, such as Desktop, Documents, or Pictures.
6. Click Stop backup when prompted to confirm.
7. OneDrive will move the files back to your local user folders. This may take some time depending on the amount of data.

Check OneDrive sync status

1. Open File Explorer.
2. Navigate to your OneDrive folder.
3. Look at the Status column. A blue cloud icon means the file is online-only, while a green tick means it is available offline.
4. Right-click any important file or folder and select Always keep on this device if you need offline access.

If you are using OneDrive for business as part of Microsoft 365, your organisation may have policies that manage folder redirection automatically. Check with your IT administrator before changing backup settings.

Do not delete files from OneDrive expecting them to remain on your computer. OneDrive syncs changes in both directions, so deleting a file in the cloud may remove it from your local device as well.

Troubleshooting

Files still missing after stopping backup

• Restart your computer and check File Explorer again.
• Ensure you are signed in to OneDrive with the same Microsoft account used before the update.
• Check the OneDrive recycle bin at onedrive.live.com for recently deleted files.

OneDrive is not syncing

• Confirm you have an active internet connection.
• Right-click the OneDrive icon in the system tray and select Pause syncing, then resume it after a few minutes.
• Check for Windows updates under Settings > Windows Update.

Folder permissions or access denied

• Right-click the folder, select Properties, and go to the Security tab.
• Ensure your user account has Full control permissions.
• If the folder is part of a SharePoint or Teams site, confirm you have been granted access by the site owner.

If you continue to experience missing files or sync issues after following these steps, you can Open a Ticket for assistance from our Brisbane-based support team.

If you host with us, you don't need to do this yourself — just Open a Ticket and our Brisbane team will get it sorted.

Still Having Issues?