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Deleted files not showing up under Deleted Files (ransomware attack)

Helpful | Level 6

In trying to recover from a ransomware attack that hit my Dropbox folder (among others), I'm not seeing the files that were deleted (and replaced with encrypted copies) in the "Deleted Files" screen. The deletion/addition activity shows up under Events just fine, but the deleted files aren't listed to restore. Any idea why? :-(

2 Accepted Solutions

Accepted Solutions
Highlighted

Re: Deleted files not showing up under Deleted Files (ransomware attack)

Super User
Super User

Hello, Straffin...

 

I'm sorry to hear about your computer being infected with ransomware.

 

Your first order of business is to make sure that the ransomware is COMPLETELY REMOVED from the INFECTED computer before trying to RESTORE your DATA.



NO MORE RANSOM . ORG:

 

  • Their Crypto Sheriff page can help you to determine which ransomware is affecting your device.
  • In addition, their Decryption Tool may be able to help you with DECRYPTING your locked files.
  • PLEASE NOTE:  NoMoreRansom.org does not remove the ransomware from your device(s).


MORE RANSOMWARE INFORMATION:


HELP CENTER ARTICLES:

 
ACCOUNT ROLLBACK INSTRUCTIONS:

 

Be sure to read this article prior to requesting a rollback of your account.

  1. Get a link to the event you'd like to undo.
  2. Submit a help request.
  3. Afterwards, you can track your ticket.

 

Replies usually take 1 to 3 business days with Pro users getting priority (longer for basic members).



PLEASE BE AWARE:

Do not submit more than one ticket for your particular problem.  Doing so will force your ticket to the end of the queue again which is counter-productive.

View solution in original post

Highlighted

Re: Deleted files not showing up under Deleted Files (ransomware attack)

Helpful | Level 6

Ed,

 

It's Ticket #5164677. By this point, I've already resorted to restoring files from backups and retrieving or re-creating the files from that day. Now, I really just need to know whether or not DropBox will actually be restoring the files as I requested over a week ago, or if I'm safe to re-populate my DropBox with the files that I've recovered on my own.

 

Granted, I'm also very interested in why none of them showed up under Deleted Files after less than 24 hours had passed, but that almost seems like an afterthought by now ...

 

- John

View solution in original post

13 Replies 13
Highlighted

Re: Deleted files not showing up under Deleted Files (ransomware attack)

Super User
Super User

Hello, Straffin...

 

You can recover deleted files but that's only available for 30-days unless you have a pro account with extended version history in place prior to the deletions (or have a Dropbox for Business account).

 

Highlighted

Re: Deleted files not showing up under Deleted Files (ransomware attack)

Super User
Super User

Hello, Straffin...

 

I'm sorry to hear about your computer being infected with ransomware.

 

Your first order of business is to make sure that the ransomware is COMPLETELY REMOVED from the INFECTED computer before trying to RESTORE your DATA.



NO MORE RANSOM . ORG:

 

  • Their Crypto Sheriff page can help you to determine which ransomware is affecting your device.
  • In addition, their Decryption Tool may be able to help you with DECRYPTING your locked files.
  • PLEASE NOTE:  NoMoreRansom.org does not remove the ransomware from your device(s).


MORE RANSOMWARE INFORMATION:


HELP CENTER ARTICLES:

 
ACCOUNT ROLLBACK INSTRUCTIONS:

 

Be sure to read this article prior to requesting a rollback of your account.

  1. Get a link to the event you'd like to undo.
  2. Submit a help request.
  3. Afterwards, you can track your ticket.

 

Replies usually take 1 to 3 business days with Pro users getting priority (longer for basic members).



PLEASE BE AWARE:

Do not submit more than one ticket for your particular problem.  Doing so will force your ticket to the end of the queue again which is counter-productive.

View solution in original post

Highlighted

Re: Deleted files not showing up under Deleted Files (ransomware attack)

Helpful | Level 6
The files were deleted yesterday. There's no sign of them under "Deleted Files".
Highlighted

Re: Deleted files not showing up under Deleted Files (ransomware attack)

Helpful | Level 6
I've already submitted a support request. Unfortunately, they just replied, telling me to use the self-help system, which leads me to a page that tells me to submit a support request. :-/
Highlighted

Re: Deleted files not showing up under Deleted Files (ransomware attack)

Dropboxer
Dropboxer
Hi there,

Can you please share your ticket number so I can ask our support team to look into it?



Ed G
Community Manager @ Dropbox
https://dropbox.com/support


Heart Did this post help you? If so please mark it for some Kudos below. 
 Did this post fix your issue/answer your question? If so please press the 'Accept as Solution' button to help others find it.
 Still stuck? Ask me a question! (
Questions asked in the community will likely receive an answer within 4 hours!)

Highlighted

Re: Deleted files not showing up under Deleted Files (ransomware attack)

Helpful | Level 6

Ed,

 

It's Ticket #5164677. By this point, I've already resorted to restoring files from backups and retrieving or re-creating the files from that day. Now, I really just need to know whether or not DropBox will actually be restoring the files as I requested over a week ago, or if I'm safe to re-populate my DropBox with the files that I've recovered on my own.

 

Granted, I'm also very interested in why none of them showed up under Deleted Files after less than 24 hours had passed, but that almost seems like an afterthought by now ...

 

- John

View solution in original post

Highlighted

Re: Deleted files not showing up under Deleted Files (ransomware attack)

Helpful | Level 6

@310EI wrote:

NO MORE RANSOM . ORG:

 

  • Their Crypto Sheriff page can help you to determine which ransomware is affecting your device.
  • In addition, their Decryption Tool may be able to help you with DECRYPTING your locked files.
  • PLEASE NOTE:  NoMoreRansom.org does not remove the ransomware from your device(s).

Hey 310EI,

 

I saw your ransomware tweet last month which led me to your forum post, it was a lifesaver. I sent your post to our local tech who was able to use your link suggestions which helped him to tackle removing the ransomware. After that he used No More Ransomware's website instructions to decrypt our data, we never heard of their website before.

 

After he backed up all our decrypted data he did a clean install of windows 7 to erase any traces of the ransomware. He wanted me to mention that he appreciated you taking his phone call last month, he said your suggestion to remove the infected hard drives and scan them externally was a time saver plus effective way to get rid of the ransomware. Also, he implemented the off-site backup service and anti-ransomware software that you recommended for our computers.

 

Your contributions saved us a lot of money not only for the ransom they demanded but for the data we could have lost. We just had to tell you we're grateful for your post and other useful suggestions.

 

THANK YOU, THANK YOU, THANK YOU.

 

~Ed

 

Dropboxers: I'm new to the forum so not sure if my response is acceptable to post here, hopefully it's okay (if not remove it please).

Highlighted

Re: Deleted files not showing up under Deleted Files (ransomware attack)

Super User II
Super User II
More than welcome Ed!

Pleased it helped you out!

 


- - -


Heart Did this post help you? If so please mark it for some Kudos below. 


 Did this post fix your issue/answer your question? If so please press the 'Accept as Solution' button to help others find it.


 Did this post not resolve your issue? If so please give us some more information so we can try and help - please remember we cannot see over your shoulder so be as descriptive as possible! 


 

Highlighted

Re: Deleted files not showing up under Deleted Files (ransomware attack)

Helpful | Level 6

I'm sorry, but this is NOT a solution to my problem (from a year-and-a-half ago). The was NEVER a solution to my problem. The files that had been synced to Dropbox then deleted from my local computer had *NO* copies *ANYWHERE* in Dropbox. I requested a rollback, but none was ever performed. I simply had to live with what I was left with.

I'm now a happy box.com user. 

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