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Forum Discussion

sitrakandriana's avatar
sitrakandriana
Explorer | Level 4
3 years ago
Solved

Not able to access backup files, get an error when trying to.

Hi, I'm not able to access my backup folder. I get an error message says: Error Something went wrong. Do not be afraid. Your files are safe and Dropbox is notified. Go to our status page to check if...
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Error Messages
  • Sam DBX's avatar
    Sam DBX
    3 years ago
    Hi Everybody,
     
    We experienced a temporary issue where some users were unable to access their backup folders. This should be fully resolved now, and no files were lost.
     
    Let us know if you have any issues,
    Sam 
sitrakandriana's avatar
sitrakandriana
Explorer | Level 4
3 years ago
Yes, this is the error I’m getting as well. I’ve tried both on my phone and on the Mac. Same error
Sam DBX's avatar
Sam DBX
Icon for Community Manager rankCommunity Manager
3 years ago
Hi Everybody,
 
We experienced a temporary issue where some users were unable to access their backup folders. This should be fully resolved now, and no files were lost.
 
Let us know if you have any issues,
Sam 
  • claudia silva's avatar
    claudia silva
    Explorer | Level 3
    3 years ago

    Hello!

    I'm still experiencing the same problem, as I can't yet access my files in one of the folders..

    • Sam DBX's avatar
      Sam DBX
      Icon for Community Manager rankCommunity Manager
      3 years ago

      Hi claudia silva,

      Thanks for reaching out 👋🏽 

      Could you please try Vicker's suggestions: relaunching the Dropbox app and restarting your computer as well? 

      PS: this temporary error happened on the Backup page, so if you're having problems with a specific folder, it may be a different issue. Here are a few troubleshooting suggestions.

       

      Let me know how it goes,

      Sam 

  • Tailspin1's avatar
    Tailspin1
    Explorer | Level 4
    3 years ago

    Have access now but it is a little convoluted (less so now that I search for "my passport" rather than backups). Backups used to be a item in the list on the left side of the page.

  • Tailspin1's avatar
    Tailspin1
    Explorer | Level 4
    3 years ago

    Thanks for the prompt corrective action.

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