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emy_l's avatar
emy_l
Helpful | Level 6
8 years ago
Solved

Files have been deleted, are not in the trash bin or registered in events

Files have been deleted, are not in the bin or registered in events. I have asked for help by chat, mail and twitter without answers. I'm desperate, the files that have been deleted are not in the tr...
restore
  • 310EI's avatar
    310EI
    8 years ago
    emy_l wrote:

    You do not know how grateful I am for the support!

    Have an excellent week

    Hello, emy_l...

     

    I'm glad that I could help you to know that you're not alone :nerd:

     

    Losing irreplaceable data is something I deal with often in my profession.  I may suffer from OCD when I'm on a quest to teach our client's to safeguard their data as much as possible (using multiple methods).

     

    Please keep in mind that I use Dropbox daily because it offers a multitude of fantastic features (eg: sharing collaboration folders, Teams, smart sync, paper, multiple device syncing, etc).  However, I use an off-site backup service to help protect our data and I recommend it to other people (eg: CrashPlan, iDrive, etc).  In addition, we use encrypted external backup devices.

     

    For future reference, I believe that you should implement several alternative methods to keep your data safe from different threats (eg: theft, fire, hard drive failure, malware or ransomware).

     

    Thank you... try to have a pleasant week as well.

  • Jane's avatar
    Jane
    8 years ago
    Ah, thanks for keeping us in the loop, happy to hear that you can now access your files! :dividers:
     
    Feel free to review our latest correspondence at your convenience (as I understand that you may also need to spend some time with your family these days) &, should you experience further issues, you may refer back to your email communication. 
     
    As for the time being, I’ll accept  310EI ‘s latest reply as a solution, since this points us towards the right direction. 
     
    Once again, I’d like to remind you that we’re just a post away in case you’d like to share your thoughts in the future or experience further issues. Until then, take care & have an amazing day/ rest of your day! :slight_smile:
  • emy_l's avatar
    emy_l
    8 years ago

    Thanks to both, honestly without the answer in time of 310EI would have given me a collapse. It was important to understand that the files are not deleted and that we were on weekends, outside of working hours. That gave me some strength to wait until Monday. Then on Monday everything flowed. Thanks again Jane for support and solidarity.   Hug to you and have an excellent week, full positive and full of good energy.

     

    :grin::grimacing::grimacing::white_check_mark::white_check_mark:

Jane's avatar
Jane
Icon for Dropbox Staff rankDropbox Staff
8 years ago
Hey emy l., I understand that you’d need further assistance on this matter & for that reason I was able to locate your open tickets with our team; many thanks to 310EI for pinging me here!
 
You may keep in mind that I’ve made sure to transfer your comments to my colleague on this correspondence (this is merely as account-specific cases can only be investigated via our official support channel, as they require sensitive details). 
 
Once they get to check the relevant info on our tools, they’ll get back in touch on this email chain with more info on your restoration request. 
 
As we understand that you’d like to expedite resolution, we’ve also made sure to increase your email priority internally, so rest assured that they’ll do their best to help you on your inquiry. 
 
Thanks again for your following-up with us here & for your patience during the process! 
emy_l's avatar
emy_l
Helpful | Level 6
8 years ago

Hello Jane, thanks for helping us, I am really disappointed, this has been a chaos.

We have decided to use the dropbox business as a backup cloud, while we changed the physical hard disk, it should be something simple, in less than 3 days we have been using the service, all the files of the clients have been lost.

This has caused us a 2-day work stoppage and we are still behind. I know it does not sound important but we are a graphic design studio and all the files in the container folder are those of our daily work with our clients.

 

I need Help ASAP HELP!!!

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