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Google Drive help, from access to recovery.
Practical help for syncing, missing files, sharing, permissions, storage, browser problems and school-wide Google Drive troubleshooting.
What do you need help with?
Sync & uploads
Check Drive syncing and troubleshoot files that will not upload.
↓Missing files & storage
Find missing work, recover deleted files and resolve storage problems.
↓Sharing & permissions
Fix access, ownership, shared-folder and permission problems.
↓File organisation
Build a clearer structure for school files, folders and shared resources.
↓Sign-in, browser & device
Diagnose account, browser, cache, performance and shared-device issues.
↓Diagnose & escalate
Work out whether the issue is local, school-wide or ready for administrator support.
↓Start with the guide closest to your problem.
Sync & uploads
Start here when Google Drive is not syncing, a file will not upload, or changes are not appearing where you expect them.
Missing files & storage
Use these guides when files appear to be missing, something has been deleted, or Drive reports that available storage is full.
Sharing & permissions
Start here when someone cannot open a file, access is denied, a shared folder is missing, or school content needs the correct sharing permissions.
File organisation
Use this guide to establish a clearer structure for school files, folders and shared resources.
Sign-in, browser & device
These guides help when the Drive problem may actually be caused by the Google account, browser, cache, school device or overall device performance.
Diagnose & escalate
Use these guides when the first fixes do not solve the problem and you need to determine its scope, collect evidence or escalate it correctly.
Check these first.
A few quick checks can usually tell you whether the problem is with the account, the file, the device or the school environment.
Confirm that the teacher or student is signed in with the correct school Google account.
Check where the file actually lives: My Drive, Shared with me or a Shared Drive.
If access is the problem, check who owns the file and whether the user has Viewer, Commenter or Editor permission.
Check whether the problem affects one user, one device, several users or the whole school.
Still having trouble with Google Drive?
Send us the file or folder issue, who is affected and any error message you can see.