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Can't locate missing files

Can't locate missing files

CindyPucc
Explorer | Level 3

Hi-Is there anyone who has had this issue?

Missing files- I have a file named Prelisting. Under that folder I have 20 or more documents that I could access or edit. As of this morning I can't find the prelisting folder with all the other documents. When I try to recover deleted folders, it does not show up as an file to select option. If i go to recent activity, i can scroll down through the month and see that I have accessed that folder but can not recover it. 

Any help would be appreciated.

Cindy

30 Replies 30

Re: Can't locate missing files

Megan
Dropboxer
Hi @CindyPucc, welcome to our Community! 

Can you also take a look at your events page, please?

The Events page gives you an overview of all activity in your account, including file events (adds, edits, and deletes), as well as adding or removing shared folders. 

What do you see there? 

Also, was that file in a shared folder?

Let me know, and we'll take it from there!

Megan
Community Moderator @ Dropbox
dropbox.com/support


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Re: Can't locate missing files

CindyPucc
Explorer | Level 3

Hi Megan,

 

Thank you!

I have a basic account. I don't see the events tab- Do you know if I can access it on the basic plan?

It isn't a shared account. 

 

Re: Can't locate missing files

CindyPucc
Explorer | Level 3

Hi Megan,

 

I did find the events folder. I can see some of the files that are missing. Once I click on them, they are all empty.

Any ideas?

Thank you for responding.

Re: Can't locate missing files

Megan
Dropboxer
Speedy reply, @CindyPucc!

Do you see the option to restore them on the top right corner? 

When you say they're empty, do you mean they are all zero KBs? 

Megan
Community Moderator @ Dropbox
dropbox.com/support


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Re: Can't locate missing files

CindyPucc
Explorer | Level 3

Hi Megan- Yes- Speedy for sure- Almost two decades of saved stuff there. 

I did find the Events folder- I can see the files that i have used recently. When i click on them, the size ranges. One for example is 28.53. But every file I click on is empty when opened. I'm sorry. I didn't see a recover tab.... I'll keep trying.

 

Thanks a bunch.

Re: Can't locate missing files

Hannah
Dropboxer
Hey @CindyPucc, sorry to jump in here!

Did you see any deletion events related to these files, or was it only other kinds of events, like 'you edited', 'you added', etc.?

Do you maybe see the folder in your 'shared' page here?

Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Re: Can't locate missing files

CindyPucc
Explorer | Level 3

Hi Hannah,

 

Thank you for jumping in!

When I review events- I can see when I edited them. If I click on it to open, it says it can not open it. I've tried all recently edited files- excel sheet, a logo, or just a word document. These were all in that one folder.

I am a Realtor. The shared folder you are referring to is a client who sent me photos of their home. 

There is no other shared folders. I work alone. 

The other interesting thing is a file with just house photos in it , which I deleted, doesn't show up in recently deleted and I can not recover that one either.

Unfortunately, every time I go onto the help page, I am referred to the same sections over and over. At this point I would pay for an upgrade to get some tech support from them.

 

Thank you for taking the time to try to troubleshoot with me. 

Re: Can't locate missing files

Mark
Super User II

Hi @CindyPucc 

How long ago are they showing on events? If you are a free user recovery would only be available for 30 days, so, if the Events link is beyond that you wont be able to get them back I'm afraid


 


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Re: Can't locate missing files

CindyPucc
Explorer | Level 3

Hi Mark,

 

The files that I can see that I have edited in the Events section are all in less than two weeks ago.

The files I can't locate have only been missing for 4 days.

Thank you for asking.

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