Data Recovery Request: Missing Excel File from OneDrive and Local File Cannot Be Decrypted

Saharit Kamsamran (Mark) 0 Reputation points
2026-08-26T07:59:37.58+00:00

Hello,

I need assistance with an important Excel file that was being synchronized with OneDrive.

The issue is as follows:

  • The Excel file was originally stored on the local computer and synchronized with OneDrive.
  • Excel shows the file location as https://d.doc.live.net/...
  • On OneDrive Web, the folder still exists, but the Excel file is missing.
  • The file is not available in the OneDrive Recycle Bin.
  • The local computer can still see the file, but it has a yellow padlock icon.
  • The file cannot be opened or copied.
  • Windows reports that the file cannot be decrypted.
  • The user has never intentionally enabled EFS encryption.

This is an important file and I would like assistance recovering it.

Please help check the OneDrive account, synchronization history, recovery options, permissions/encryption status, and if possible, remotely inspect the computer using Microsoft Quick Assist.

If available, I would prefer support from a Thai-speaking technician.

Thank you

Microsoft 365 and Office | OneDrive | Other | Windows
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  1. Thomas4-N 21,440 Reputation points Microsoft External Staff Moderator
    2026-08-27T13:38:07.7033333+00:00

    Hello Saharit Kamsamran (Mark),

    I understand that you need live assistance, preferably from a Thai-speaking technician who can inspect the issue remotely.

    Howrver, Microsoft Q&A is just a public community forum, so contributors here cannot access your OneDrive account, review its synchronization history, or start a remote Quick Assist session.

    For live assistance, please contact Microsoft Support, describe the missing OneDrive file and decryption issue, then select any available contact option. Language and remote-support availability may vary.

    If you prefer troubleshooting assistance from community users here instead, let me know.

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  2. AI answer

    2026-08-26T07:59:57.7933333+00:00

    The supported recovery steps are:

    1. Search the OneDrive website first.
      • Sign in to OneDrive on the web.
      • Use Search everything at the top of the page.
      • Search by filename and also by descriptions, tags, dates, and places.
      • This is the recommended first place to look because it is where devices sync and store files.
    2. Check the OneDrive Recycle bin.
      • On the left side of the OneDrive website, select Recycle bin.
      • If the file appears, select it and choose Restore.
      • If it is not there, the standard self-service restore path from the recycle bin is not available.
    3. Check whether the file was saved under another Microsoft account.
      • If more than one Microsoft account is used, sign out and sign in with the other account and search again.
      • Files may have been saved to a different OneDrive.
    4. Check local device storage.
      • Use File Explorer to search the computer.
      • Check the computer’s Recycle Bin.
      • If the file was saved outside OneDrive, or the device had not yet synced it, the local copy may still be the only remaining copy.
    5. If available for the account, use Restore your OneDrive.
      • On the top right of the OneDrive website, select Options and Restore your OneDrive.
      • This can undo file and folder actions from the last 30 days.
      • Caution: this affects the entire OneDrive, not just one file. Files or folders created after the restore point are sent to the OneDrive Recycle Bin.
    6. For the yellow padlock and decryption problem, the documented behavior is that Windows 10 encryption is local-disk encryption only.
      • When an encrypted file is moved from the local disk to OneDrive for work or school, that Windows encryption is no longer applied on the OneDrive site.
      • A Windows client also does not encrypt files already inside the OneDrive for work or school library on the site.
      • This means the local encryption state and the OneDrive copy are separate.
    7. If the file cannot be found in search or the OneDrive Recycle bin, recovery may no longer be possible through standard self-service steps.
      • For work or school accounts, an IT administrator may be able to investigate further and will need the file or folder names, approximate last access time, and which device was used.
      • For personal accounts, support agents cannot access files and cannot provide more help than the published guidance.

    The requested actions to check synchronization history, inspect permissions/encryption status in detail, or remotely access the computer with Quick Assist are not covered by the available guidance.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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