Files disappeared and do not show up in www.dropbox.com/events

Im also experiencing this, gone within the last year and not in the events page. Currently combing 30,000 images in hopes of coming across them. Please help.

Hey bonniedotdev and matuseinc, thanks for reaching out to the Dropbox Community.

Sorry to see that you have files that are currently missing.

The events page will show you additions/deletions/edits etc. of files up to a certain point in time.

Have you searched for your files through the search bar in your 'all files' page?

When was the last time you accessed these files? 

And were they accessible from our website or just the Dropbox folder on your computer (assuming you're using our desktop app)?

Keep me posted.

Hi, Hannah,

Thanks for your response!

The events page will show you additions/deletions/edits etc. of files up to a certain point in time.

That's good to know, thanks.

 

Have you searched for your files through the search bar in your 'all files' page?

Yes; this did not turn up any results.

 

When was the last time you accessed these files? 

The screenflow files and mp4 files: September 28, 2022

The pdfs: November 12, 2022

 

And were they accessible from our website or just the Dropbox folder on your computer (assuming you're using our desktop app)?

Both the website and the Dropbox folder on my computer. As noted above, I transferred the mp4s from the web to Udemy, and the pdfs from the web to my ipad.

 Also, I wanted to let you know I'm also pursuing this in tech support ticket #20099085.

Cheers,
Bonnie

Thanks for the update here, Bonnie.

I can see you're already in contact with a member of our team that deals with these kinds of cases.

Hopefully they'll figure out what happened to these files, but let us know if you need anything else.

You can add me to that list.   All of my files disappeared - as I was deleting a few to free up space - then, voila - nothing.   So I tried the ridiculous series of support offerings, which all went nowhere but in circles.   Finally, I upgraded my account, only to access a few more tools that went nowhere.   Well, yes, I can now see some of my files, but nothing past a few months ago.   And certainly not all that I had on my DropBox.  

No - there are no deleted files to restore in the sidebar.   No - rewind did not recover all of my files.   I am frustrated - and honestly, embarrassed to face my clients and admit that I was foolish enough to trust a company that doesn't secure files, and offers nothing even resembling customer service when a problem arises.   

There's a term:  Detrimental Reliance.   When a company creates a platform that offers a certain level of security, privacy and functionality - and people - and businesses - rely upon it to their detriment, a contract has been breached.   I sincerely hope that this is not your intention here.   Could someone please, for the love of mike - help me locate my files?

Hi jericreson, let's jump right into this!

Did you use the app, or website when deleting your files?

You mentioned that the files don't show up when you visit your events page. Can you clarify if you can see the files being added when you visit the page? When was the last time you saw your files online on the web?

If you have a ticket number reference from your Support communication, feel free to share it with me.

Keep me posted!

I used the website.   I don't have a support ticket, because I've never been able to get that far.   I have a chat, that I copied and pasted into a word document telling me:

In that case since I am from the sales team that has limited tools on my end, this is beyond my expertise and scope of support. I would recommend reaching out to our support team so that you'll be properly assisted via this link: dropbox.com/support

To contact our support team without a paid plan, you may follow these steps:
1. Completely log out of all Dropbox accounts by going to this link: www.dropbox.com/logout
2. After you have logged out of all Dropbox accounts you would then want to go to this link: dropbox.com/support/sign-in-is...
3. When you are logged out of Dropbox and go to the link in step 2 it will allow you to contact the Support team by filling out a help request form.

And when I tried these steps, it just sent me in the same circles that offered no results.  I then paid for a paid account - went to my "shared" files and found some - but not all - of my older files  when I tried rewind - the latest one 4/11/2023 - and nothing since that.  All the folders and files said that I hadn't joined this folder.

Tons of folders are just gone - can you help me get them back? 

The account name is [removed per Community Guidelines]

jericreson, can you please describe to me the exact steps that you took to delete some of your Dropbox files to free up space on your account? 

Is there any chance at all that you permanently deleted your files during the process?

I deleted a handful of folders, individually choosing delete to the ones I wanted - Then I selected Show Deleted Files - selected them all, and selected permanently delete.

Then - they were all gone - not just those selected files - but everything.  There was a strange visual flash that was unexpected during the process - Not at all what I have experienced in the past when deleting some files.    Does that help?

Hey jericreson, just to clarify, permanent deletions can only happen for files that are already deleted.

So, if after clicking "show deleted files", you, say, mistakenly selected both deleted and not deleted files, it wouldn't allow you to permanently delete them anyway; it would just give you the option to delete the not deleted files.

If you go to your deleted files page now, what do you see?