Broken "Documents" folder

[JAM45]

I am trying to help an elderly neighbour.
It is not possible to open "Documents" from her Start menu. There's a momentary flash but no window opens.
When I save a Word file, supposedly in "Documents", it saves the file into a blue folder titled "Documents" on the Desktop. I can access this folder but no earlier files are there.
There should be many files saved on the hard disk but the only way to find them is to type their file names into the Search field. When I go into Properties for these search-resulted files, it states that they are in "Documents" but this folder is unobtainable from the Start menu and the blue folder on the Desktop does not contain any files (except the ones I created today to test).
Any advice will be greatly appreciated!

 

[Callender]

Have a read of this:

User Folders - Restore Default Location​

 

[JAM45]

Thank you for your reply. I won't be able to try the procedure until I visit my neighbour again. If it works, I'll mark it as Solved.