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Files disappeared from dropbox after moving them from mac to dropbox app in finder

Files disappeared from dropbox after moving them from mac to dropbox app in finder

AGR_WDC
Explorer | Level 3

Hi, I had to create space in my mac storage for a software install. I moved files into the dropbox app in my finder. Lost of files. After the other software update, dropbox app disappeared from finder. I looked on the desktop versions, my moved files weren't there. I contacted dropbox support, they suggested deleted files, events, re-installing the app on the computer, nothing worked. They want the moved files exact names, which I do not have.

There is a peculiar thing that some of the files moved from my computer appear like ghosts icons in dropbox recent files, just to disappear once dropbox loads up all the folders. So i suspect my files are somewhere, but customer service cannot find them or didn't look enough. Anyone with same problem? thank you!

11 Replies 11

AGR_WDC
Explorer | Level 3

I meant Lots of files, not Lost of files, although now those Lots of files are Lost. 

Hannah
Dropbox Staff

Hey @AGR_WDC, thanks for joining our Community.

 

That's strange indeed, but let's see what we can find out.

 

When you moved the files to the Dropbox folder, did you give the application time to sync the files to your Dropbox?

 

Are you able to see them in your account on dropbox.com? Make sure to check the "all files" page along with the events page, as mentioned by our support team.

 

I'm afraid that if they never synced to your account, then there's no way to retrieve them through Dropbox.

 

Let me know what you find.


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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AGR_WDC
Explorer | Level 3

Hi Hannah,

 

I do not know about the synching part. I moved the files and then went on with my software update installation. I discovered the files I moved were missing from Dropbox only the next day, when dropbox was no longer present in Finder, gone from the "Locations" spot where it was. I then looked in dropbox desktop version and the files were not there. I chatted with Dropbox support, re-installed the dropbox app on my computer, where it went to "Favorites" on Finder, and then proceeded in eating my storage space in the computer, then dropbox disappeared again. Still no files. Looked at Events, deleted files and all that, the files are nowhere to be found. It is a mess. How could they have disappeared? As I said, at one point, when I was opening dropbox on the desktop version, I could see some of the missing files briefly in the icons, under "recents" and then they will disappear. So there were in dropbox at one point. I don't understand, and don't understand how a paid software supposed to store your files, that is dropbox, can loose them and can make it so difficult to do anything about it.

Hannah
Dropbox Staff

Not sure what might have happened here, @AGR_WDC, it does sound strange.

 

Have you checked your Trash at all to see if they ended up there?


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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AGR_WDC
Explorer | Level 3

They are not in the trash, nor were they before. However I have the dropbox app from january 22 in the trash. Yes, it is all strange. All i did was drag the files into dropbox, I saw them there, and next time I looked for the files, a day or two later, they weren't there anymore.

Nancy
Dropbox Staff

Hi from me too, @AGR_WDC. This is all very puzzling indeed. 

 

Can you send me the ticket number from your convo with our support team? I’d like to have a look at it too, and double check if there’s something else we haven’t tried so far.


Nancy
Community Moderator @ Dropbox
dropbox.com/support


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AGR_WDC
Explorer | Level 3

Hello Nancy,

 

Ticket is #23229664. I appreciate any other way of trying to find the files!

 

Thank you,

Adriana

Megan
Dropbox Staff

Hey @AGR_WDC, thank you for the ticket number! 

 

I can see that the agent responded back to you. Did you have the chance to review his response? 


Megan
Community Moderator @ Dropbox
dropbox.com/support


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AGR_WDC
Explorer | Level 3

Hi Megan,

 

Thank you, yes, I saw his response, he said there is nothing he can do.

I don't understand how the files can just vanish, and dropbox has no idea. I just can't.

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    AGR_WDC Explorer | Level 3
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