A file may be lost due to many factors. You can retrieve a lost file back by performing the following steps:

• Check if the file was shared with other users.

  If the file disappears, the file sharer has removed you from the recipients, has deleted the shared file, or has canceled the share. Contact the sharer to confirm.

• Locate the file by searching for it.

  Log in to the Onebox website and enter the name of the lost file in the search field. You may find that the file has been moved to another location.

• Check the recycle bin for the file.

  If a file is mistakenly deleted on a terminal device, the same file on other terminals will also be deleted because of the synchronization function. You can log in to the Onebox website and check the recycle bin for the file. If you find the file, you can recover it to its previous location.

If the previous methods fail, report the problem along with the location information (for example, the US or Shenzhen), name of the lost file, creation time, and file type to the technical support engineer. They will assist you in finding lost files.