Forum Discussion

wiza's avatar
wiza
Explorer | Level 4
4 years ago

Dropbox has lost all new versions of one of my documents!

Hi, My document unexpectedly reverted to 9 month old version. And the versions that I've been working with for the last month simply not exists. Document history is empty. 😞 So, I have lost lot of...
File access
restore
sync
Andrew_Forge's avatar
Andrew_Forge
Helpful | Level 5
4 years ago

Same thing has happened to me.  Excel spreadsheet updated and saved daily for two weeks.  Now it has reverted to the original file.  No question of conflicted copy, different account, different users etc etc.  

 

It has cast a huge shadow on Dropbox for me.  I have used DropBox since the very beginning and it has been great but this situation makes in unusable.  Fortunately I can recreate the data I had but it is weeks of work.  It could have been non recoverable.

 

It has been escalated with DropBox Support.

Megan's avatar
Megan
Icon for Dropbox Community Moderator rankDropbox Community Moderator
4 years ago

Hi Andrew_Forge, happy Friday!

 

Feel free to send me your ticket number reference, so I can locate it on our system. 

 

Thanks!

  • Andrew_Forge's avatar
    Andrew_Forge
    Helpful | Level 5
    4 years ago
    Hi Megan, the reference is 17447727.
  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    4 years ago

    Thanks for the ticket ID Andrew_Forge 

     

    I was able to locate it in our system and passed your comments to the agent handling your case.

     

    I can see that they're waiting for your response, so please take a look at your inbox and get back to them in order to continue troubleshooting. 

     

    Let us know if you have any other questions in the meantime. 

  • Andrew_Forge's avatar
    Andrew_Forge
    Helpful | Level 5
    4 years ago

    Dear Walter, I replied to  the email but it was not updated on the ticket so it was closed and marked as "solved".  I raised the issue again under ticket number 17513787.  Unfortunately, they have concluded that there is no trace or any other versions of the file. 

     

    I am 100% certain that the file was opened from the Dropbox folder, edited and then saved to the same folder repeatedly over many days or weeks prior to 9th June.  If, as they say, there are no file versions showing up then this is a critical error within Dropbox and I will have to look at an alternative cloud based storage system.  It is a great shame because I was an early adopter with Dropbox, have been a great fan and promoter of the system both in my personal and business life.

     

    Best

    Andrew

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