Step by step
Record the symptom
Note the exact action, error, version, last known working time and whether the problem affects one file, one account or the whole app.
Protect user data
Locate the app’s data, exports and cloud-sync status. Make a separate backup and confirm one important file can be opened.
Try reversible fixes
Restart the app and device, check service status, free space and updates, then disable recent extensions or custom settings one at a time.
Reset only with a recovery path
Before clearing data or reinstalling, verify login access, licence details, backup completeness and how settings will be restored.
Ready-to-use checklist
- Exact symptom recorded
- Backup created and sampled
- Service status checked
- Recent change isolated
- Credentials and licence available
- Reset impact understood
Common problems
Cloud sync may have deleted files
Pause sync on affected devices and preserve local copies before reconnecting.
Reinstall does not remove the fault
The cause may be in the user profile, synced configuration, document or external service; test with a clean profile if the app supports it.