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Problem Fixes

Fix: Files Missing in Shared Drive.

I received this problem from a remote user running Windows 10 the other day: “Help! I can access my department shared drive, but not all of the folders are showing up!”

I logged into her PC via Bomgar and took a look. Just as she said, her department’s shared drive was accessible but only showing a fraction of the files that should’ve been available.

I made the first quick fix: Reboot. That didn’t solve the problem. Next, another quick fix: Remove the drive, then remap, then reboot. Still, nothing. I checked her folder permissions. Hmmm. She had the proper permissions. No reason there why she couldn’t view the files.

At this point, I wasn’t sure what else to do. So when all else fails, we turn to the IT professional’s trusty sidekick: Google. I found this post from an IT support professional who dealt with the exact same issue, to which she was given the following solution:

  1. Access the Sync Center through Control Panel.
  2. Select “Manage Offline Files” from the left-side menu.
  3. Click the “Disable Offine Files” button.
  4. Reboot.

For the poster, the solution had worked. I gave it a try. Sync Center, Manage Offline Files, then “Disable” and reboot.

Presto! Problem solved! My user’s files were all back up, good as new. I’m not exactly certain why it happened, but for some reason the computer was acting like it could only access an offline version of the drive it had saved to it’s offline cache – despite being connected to the real drive itself. Disabling Offline File Sync kicked the computer back into normal, bringing up her good ol’ shared drive.

Next time you have trouble accessing shared drive folders even though you’re connected to the drive via internet, check out your offline folder sync options; it could be the solution you’re looking for.

About Austin Thomé

Experienced tech professional based in Dallas, TX - architecting solutions and helping businesses solve problems / improve processes. Expert Coffee Drinker and Friend to All Mankind.


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About the Editor

Austin Thomé

Austin Thomé

Writer, enthusiastic IT Professional, expert coffee drinker, and website proprietor.

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