Troubleshoot - Shared Files but Not Seen, Files tab, Google drive, Guide

Troubleshooting - Files tab, Google drive, Guide troubleshoot issues with student not seeing their files

My Student or Parent doesn't see any files in their portal's Files Tab 

There's a couple reasons why this might happen. The first and simplest reason is that you've yet to share the Drive folder with them:

1. Make sure you have shared the record by following these instructions. The Student Record folder is created automatically for you but NOT shared to anyone automatically. 
2. Make sure they are using the right email. Go into the Student Profile and verify the email address that that the student/parent signed up with. This is the email address we are sharing the record with.
   1. Verify student email: Student Profile > student information > student email
   2. Verify parent email: Student Profile > contacts > see email to far right of the contact
3. Make sure they are using Google Chrome and they are signed into their Google account on the same browser. For security, you need to be signed into Google Drive on the same browser CounselMore is being used. Once the student has signed in, have them refresh their CounselMore tab and the files should appear for them.

The second reason is that they are not signed in to the proper Google Drive account in their browser or they are signed into multiple Google Drive accounts at one. In the background, the system check for a Google Drive connect and links that Google Drive to CounselMore. This connection is not permanent and your your portal can become out of sync with Google. Please advice them to do the following: 

1. Sign out of all Google Drive accounts in their browser 
2. sign in to Google using the same email on CM. 
3. Go to files tab
4. If you're still having issues please verify email address or submit a help request
   
   

My Student or Parent says they have "shared" a file with me but I don't see it in Files Tab

• Sharing a file is not the same as uploading a file to the Student Record folder. You can go through files shared with you by following these instructions. In that part of your drive, you'll likely find the file that has been shared with you. There are many different to resolve this. The easiest for everyone is to simply instruct the student to add it to their Files Tab following these instructions. You and your students add files in the exact same way. Have them add files in this same way every time to avoid any confusion.