My dropbox is encrypted by virus can not restore original data

[HGC2021]

Hi all.

Today my dropbox is encrypted by virus, but but when i go to dropbox and choose to restore original data, the encryption virus immediately restores the file encrypted by virus. Please help me, thanks.

[Mark]

If you are a paid user you can restore via rewind: https://help.dropbox.com/delete-restore/rewind

If not you need to do each file individually I am afraid. https://help.dropbox.com/delete-restore/recover-older-versions

[HGC2021]

I can't restore, because every time I restore any file, it will immediately be restored in encrypted form. You can see the photo to see it.

[Mark]

You'll need to restore to a previous version beyond that - Dropbox can only restore what it has on its servers, however, so if the restored versions were already a virus you cannot go back beyond the restore window (30 days if free)

[HGC2021]

You can see on my picture. I has a verison on May 23, 2022. But when i restore this version. I has notification like the photo below.

This version restore is February 19, 2023. Not May 23, 2022

[Mark]

You cannot restore to that version I'm afraid because it is too old to recover. You can only recover for 30 days as free user (i.e. up to about 25th Jan 2023). As a paid user at the time of the change / deletion you could restore 180 days (i.e. up to about 25th August). 

It is not possible to recover longer than that I'm afraid. Even upgrading will not do anything. 

[HGC2021]

But when i see on Version History, i can download.

[Megan]

Hi @HGC2021, sorry to hear about that, let me see what I can do to help! 

In order for us to have a closer look into this, can I send you an email, so we can privately investigate? 

Keep me posted!