Microsoft 365 Support Pro: OneDrive and SharePoint

What's inside

1. Level 1: OneDrive, SharePoint and Teams Files on One PageFree
   Learn what the user sees in OneDrive, SharePoint and Teams, what sits behind each view (sites, document libraries, the sync client and the tenant), and that this course is independent of Microsoft and does not reproduce its documentation.
2. Level 2: Who Can Do What: The Smallest Role for Each JobFree
   Match each support job to the least-privileged role that can do it: Microsoft 365 admin roles, the SharePoint Administrator role, site owners and site collection admins, checked against current Microsoft documentation and dated.
3. Level 3: The SharePoint Admin Centre for Support Staff
   Tour the SharePoint admin centre from a support point of view, finding active and deleted sites, site details, policies and settings, and keeping to read-only views until a change is actually needed.
4. Level 4: Path, File Name and File Size Limits
   Learn the current path length, invalid character, reserved name and file size limits for OneDrive and SharePoint, each checked against Microsoft's current documentation and dated, plus how they show up to users.
5. Level 5: Installing the Sync Client and Signing In
   Install the OneDrive sync client the right way for the device (per-user or per-machine), confirm its version, sign in with a work account, and choose where the OneDrive folder goes.
6. Level 6: Reading Sync Status Icons
   Read the sync client's cloud, file and folder status icons, including online-only, locally available, always keep on this device, shared, syncing, paused and error, and explain what each means for the user.
7. Level 7: Known Folder Move: Desktop, Documents, Pictures
   Set up Known Folder Move for a user, by hand or by reading the policy that already applies, and understand what it moves, where the files go and the checks to run before you start.
8. Level 8: Site Permissions: Owners, Members and Visitors
   Learn how SharePoint site permissions work through the default Owners, Members and Visitors groups, how group-connected sites tie membership to a Microsoft 365 group, and how to grant site access correctly.
9. Level 9: Library Permissions and Broken Inheritance
   Find where a library, folder or file has stopped inheriting permissions from its site, read what the unique permissions grant, and know the trade-offs before you restore inheritance.
10. Level 10: Checking What Someone Can Reach
    Use read-only tools, such as Check Permissions, Manage access and site and group membership, to answer the question 'what can this person reach, and why?'
11. Level 11: Sharing Links: Types, Scope and Permissions
    Understand the sharing link types (anyone, people in your organisation, specific people and people with existing access), their view and edit permissions, and how users create, check and remove them.
12. Level 12: Reading the External Sharing Policy
    Read the organisation-level and site-level external sharing settings and domain restrictions in the SharePoint admin centre, so you can explain their effect on a ticket and escalate requests to change them.
13. Level 13: Keeping a Leaver's OneDrive
    Handle a leaver's OneDrive: the deleted-user retention setting (default 30 days, configurable in the SharePoint admin centre, per Microsoft Learn checked November 2026), access for a manager or delegate, and the deadlines to tell people about.
14. Level 14: Version History Settings
    Read and adjust version history settings for a library, understand how the version limits for the site and organisation apply, and see how versions use up storage.
15. Level 15: Storage Quotas for OneDrive and Sites
    Read how storage is allocated across the tenant, a site and a user's OneDrive, find what is using the space, and know which quota changes support can make.
16. Level 16: The SharePoint Sites Behind Teams Channels
    Map Teams channels to the SharePoint storage behind them: standard channels live in the team's site, while private and shared channels get their own sites with their own membership.
17. Level 17: First- and Second-Stage Recycle Bins
    Recover deleted files and folders from the site recycle bin and the second-stage (site collection) recycle bin, and learn who can see each one and how the timings work.
18. Level 18: Restoring an Earlier Version of a File
    Use version history to view, compare and restore an earlier version of a file in OneDrive or SharePoint, and understand what restoring a version does to the current copy.
19. Level 19: Restoring a Whole OneDrive
    Use Restore your OneDrive to roll a user's whole OneDrive back to an earlier point within its window, after mass deletion, corruption or malware, and know what the roll-back undoes.
20. Level 20: Restoring a Document Library
    Use Restore this library to roll a SharePoint or Teams document library back to an earlier time within the last 30 days, a job only site admins can start (per Microsoft Support, checked November 2026).
21. Level 21: Recovery Windows: What to Promise the User
    Put the time limits on the recycle bins, version history, OneDrive restore and library restore on one timeline. You also learn how a retention policy or hold can keep content past those windows, so you can tell the user exactly what is still recoverable and by when.
22. Level 22: Fault: Sync Errors and Stuck Uploads
    Triage a OneDrive client that shows errors or never finishes uploading. Work through the likely causes in order: sign-in, a paused client, a locked or open file, network or proxy, a blocked file type, and a damaged sync state. Each cause gets a check, a fix and a way to confirm.
23. Level 23: Fault: Path, Name and Size Limit Failures
    Diagnose files that won't sync or upload because of path length, invalid characters, reserved names or file size. You use the limits you checked in level 4, and you learn to spot the deep folder trees that Known Folder Move and library syncs tend to create.
24. Level 24: Fault: Known Folder Move Won't Start
    Work out why Desktop, Documents or Pictures won't move into OneDrive. The likely causes are a folder already redirected elsewhere, a conflicting Group Policy, unsupported content, not enough space, or a tenant restriction. You find the cause before making any fix.
25. Level 25: Fault: Access Denied
    Track down why a user is refused access to a site, library, folder or file. Work through the causes in order: wrong account signed in, no permission, broken inheritance, removed from a group, a blocked or locked site, and conditional access or unmanaged-device rules.
26. Level 26: Fault: Sharing Links That Fail
    Diagnose links that open for the sender but not the recipient. The causes include the wrong link type, an expired or deleted link, link settings tighter than the user expected, the recipient using a different account, and tenant or site sharing limits.
27. Level 27: Fault: Guests Who Can't Get In
    Work through why an external guest can't open shared content. Possible causes include a code or invitation that wasn't redeemed, the wrong email identity, a domain allow or block list, sharing being stricter at site level than tenant level, a guest account that was removed or has expired, and the partner's own tenant settings.
28. Level 28: Fault: Full Storage
    Deal with 'storage full' in a OneDrive or SharePoint site. Find out whether the space is taken by current files, version history, recycle bins or preservation holds, and know when raising the quota is the right fix and when it isn't.
29. Level 29: Fault: Files Missing in Teams
    Find files that users say have disappeared from a Teams channel. Likely causes: they were posted in a chat (so they sit in someone's OneDrive), the channel was renamed or moved, the files are in a shared or private channel's separate site, the user has no permission, or the files were deleted.
30. Level 30: Fault: Lost Access to a Leaver's Files
    Recover access to a leaver's OneDrive content when the manager or the colleagues it was shared with can no longer reach it. Cover the retention and deletion timeline after the account is removed, admin access to the OneDrive, and moving content into a lasting team location.
31. Level 31: Support Tools and Logs
    Build your diagnostic toolkit. It covers the sync client's own diagnostics and log collection, sync health reporting in the admin centres, usage and storage reports, audit log searches for sharing and deletion, and read-only SharePoint Online PowerShell checks such as Get-SPOSite.
32. Level 32: Reading Tenant-Wide Policy
    Read the tenant-wide settings that change what users see, without changing any of them. These include sync restrictions, blocked file types, controls for unmanaged devices and network location, default link types, retention policies and sensitivity labels. The aim is to explain their effect to the user and to frame an escalation clearly.
33. Level 33: Where the Job Stops: Escalation Packets
    Decide clearly what you fix, what goes to third line or the tenant policy owner, and what goes to Microsoft support. For each escalation you build an evidence packet: the symptom, the scope, timestamps, IDs, logs, the checks already done and what the user has been told.
34. Level 34: Final Challenge: The Files and Sharing Queue Exam
    Work through a queue of realistic OneDrive, SharePoint and Teams files tickets that covers the whole course. These include sync, limits, permissions, sharing, guests, leavers, storage and recovery. For each ticket you triage, resolve or escalate, and write a note.

Access

The first 2 levels are free with a free account. Every level, the podcast edition and the AI tutor come with All Access at £4.99/month or any Creator plan — see pricing.

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