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Forum Discussion
Folder moved out of dropbox is missing files after rewind.
Someone from my Dropbox team took one of the folders at the top level and moved it outside Dropbox. That happened at 12:20. That person didn't have full access to subfolders. At 12:32 she moved the folder back in but when everyone else checked their folders, most of them were empty I'm not completely aware, but I think the empty folders are the ones she didn't have access too. I hit rewind, it only lets me go back until 12:32 (when she moved the folder back to Dropbox) and then I go back to the point where the folder it's completely empty. Before that I did what Alice, someone from "especial recovery support" who only shows up to reply 1 email at 3 am, told me to do.
- Go to the Dropbox website
- Go to your Admin Console
- Go to your Content tab
- Click on Show deleted files on the right
Nothing was there, I have used that option before, and it shows a gray folder that you can restore but nothing was there as I said almost 24h later I have no replay from support and to give that single answer it took them more than 15 hours.
I thought rewind was the solution, but it is not showing any event before 12:32, any Idea on what to do or where to contact that "specialist department that only reply at 3am" I requested several calls, but Dropbox support tells me that they escalated my case and I need to wait for that person that communicate with smoke signs.
3 Replies
- Hannah
Dropbox Staff
Hey Jesus Rodriguez, thanks for reaching out to the Dropbox Community.
I understand this can be frustrating, however, you mentioned that you're already in contact with our restorations team, who are the only people that can actually help you with this issue, as they are the ones that can investigate what's happening in your account.
Can you please give me the ticket number for your communication with them, so I can locate it in our system?
Thanks!
#23217209
I'll appreciate if someone gets back to me in the morning at any US time line and not at midnight, its been a pretty rough day! I mean the company I work for is being hurt by not be able to fix this problem.- Hannah
I understand where you're coming from, Jesus.
Unfortunately, the reply times over email may differ to the reply times over live support or social media, but I've gone ahead and raised the priority of your case, so the agent working on it, will be replying to you the soonest possible.
