Shared Folder keeps disappearing for one user

Michael Vance

My wife and I have a number of shared folders, of which we are both Administrators. One of them — and only one — sometimes disappears from her view. To re-enable her ability to see it, I have to remove her permissions from the folder and add them back. The folder shows up for a while, but eventually disappears again and we have to repeat the process. It's always this one folder and only this one folder. Everything else is fine, including multiple other shared folders.

Alejandra A

Hello @Michael Vance,

Welcome to the LastPass Community!

I have a couple of ideas regarding this issue. The first steps that you can try is that when the folder disappears to try to verify if that happens no matter the browser you use and/or device. If that's the case the best option will be to create a case when the issue is showing to investigate further. You can contact us through here: https://support.lastpass.com/s/contact-us?language=en_US

However, if it shows in other browsers or device when the issue comes up. Please try to follow these steps:

Note: Before taking any of these steps, please make sure you know your master password!

1. From the LastPass extension refresh your sites by following these steps: Force a sync of vault data using the LastPass browser extension and then clear your cache by following these steps: How do I clear the local cache for my LastPass vault?

2. Proceed to uninstall the LastPass extension, and clear cache and cookies (all time) on the browser. Remember to verify if the browser is up to date if it's Chrome check under Settings > About Chrome.  

3. Close completely and reopen the browser, install the extension again, log back in, and verify if the issue persists

In the case you are using mobile device only (phone, tablet). Just proceed to uninstall and reinstall the app and verify if that makes a difference.

Kind Regards,

Alejandra

LastPass Support