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Forum Discussion
Lost Files that were permanently deleted after ransomware.
My company has stored files on Dropbox for 8 years and have recovered from 2 Ransomware hits in that time. We have had easily 1 million + files on Dropbox for business. We use roughly 4-5 TB of storage on their servers.
We had another ransomware attack last month and I went on dropbox to recover my files yet this time they had disappeared. I contacted Dropbox support who informed me we didnt have the files stored with them.
I provided proof that the files were on dropbox to which they replied. The hacker had permanently deleted the files and they are now not recoverable.......ever.
They explained that by law they had to provide a service to permanently delete files when the app requests it. When the hacker encrypted our files he permanently deleted our backup then encrypted the files. I have the encrypted versions in our dropbox folder on the app but no way or recovering them. When I connect the hdd to dropbox it will remove these files also, which I am not doing even though they are encrypted.
So as it stands we have lost well over 1 million files, artwork, photoshop psd's and illustrator files along with excel and word documents that all were business critical. We have also lost all our network backups, SQL database backups and server images.
Dropbox have tried rewinding the accounts and tried recovering the accounts and claim that everything is lost..........however they did recover 2 folders from the files that they claim were completely deleted.
How can they recover, roughly 2% of the files, that were lost without being able to recover anything. What needs to happen to get the rest of the files back ?
I am trying here because everytime I contact support I get them saying we will do a rewind, so I tell them that wont work. They then send me to second level support who reply sorry all files have been deleted. So I ask how come some can be recovered and Support dont even reply they just keep closing the ticket forcing me to start again.
I could do with help on the next step. I have sent solicitor letters and emails but nothing is sent back not even support tickets now.
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then my advice is go to a more reputable provider.
Either way you look at it dropbox have failed to do what they say they will do.You say permanently deleted files being recoverable is the worst thing because by law they they should be gone forever.....mine were gone a week then they were recovered. I do stress here these are files that were permanently deleted. So they break that one. I just want to know why those files were recoverable yet other files in the same folder, and other folders in the root etc werent.
On the other hand they claim Dropbox Rewind will rewind your account back to any point in time over the last 180 days. I had to actually send a reply back to 2nd level for this one. The reply had to state I was aware that the dropbox accounts of my team would be rewound to the exact state on the date and time I chose......Surprise surprise it wasnt, cause only about 10% of the files were there. The rest were gone.......but some were recovered a week later because they were only permanently deleted. The 180 days retention doesnt apparently cover any files you delete by mistake or a hacker deletes for you. Though you may be lucky a week later and get some back.Add to that the fact they just close the ticket without replying too So either way dropbox have failed to do what they say and thats why the matter is in the hands of a solicitor and I am looking for a more reliable solution to handle live backups of files. I suggest you do the same before your files go walk about too.
