User saved file but file didn't save.

I don't even know where to start. A user contacts me and says today that she worked on a powerpoint presentation all day yesterday and clicked save throughout the day. Closed the file after clicking save and went home. She came in today and said the file
reverted to a previous version. When you look at the last modify date it is Jan 16th. The file appears in the office file recovery folder but it too is the version from Jan 16th. However it's dated Feb 12th 8:34am.
So it proves she opened it but what the ... happened? Is this even possible? I guess anything is possible but how do you figure something like out.
It's office 365 (2013 Pro plus) running on a windows 2008 r2 terminal server with Citrix xenapp 7.6. The file is stored on a server 2012R2 file share.
I didn't have shadow copies turned on but when ahead and turned it on starting at 7AM to run for 12 hours every 2 hours. I gave it 15Gb.
Thanks,
John Long

Hi John,
Above all, as it is a Citrix environment, I cannot ensure if it makes any difference to the specific issue as Office 365 and Terminal server are all involved. Also the file may not able to be recovered as it cannot be found in recovery folder either. For
preventing such kind of issue, create VSS snapshot is a good option like you did. 
Here are my personal viewpoint of this issue.
1. Please check if Offline Files is enabled. It could be caused if the file is actually saved as a local cache instead when user clicking Save - and by some means the file is not synced to server the last time user logged on.
You can check Event log for related information. Start from the time user Save the file and check if any network or offline files related error is logged.
2. Is there any file replication set on that terminal server which stores user's files? Sometimes a replication confict could also cause similar issue, that an older version is considered as a "winner" in file replication. For example if DFS replication
is used, "conflicted file" will be stored temporarily for some time. You can check ConflictandDeleted folder (a hidden folder inside replication folder target) to see if there is any chance to find the deleted file. 
Please remember to mark the replies as answers if they help and un-mark them if they provide no help. If you have feedback for TechNet Support, contact [email protected]

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