Hello. my dropbox was infected with a ransomware virus. I'm trying to restore files from previous versions: I select a file, select the version history, select the required version (before encryption, less than a week), press the restore button, but nothing happens. the file is not restored, it is nowhere to be found. tell me how to be account without rewind function. thanks
Solved! Go to Solution.
Thanks for letting us know, @Woopiq.
I've sent you a ticket to have a more in-depth look on this.
When you get the chance, check your inbox for my latest message.
Hi @Woopiq, thanks for joining the Community!
Generally, restoring the version history would recover the file to that version you selected in the same location. If this isn't happening, could you try switching browsers to see if this helps?
Otherwise, use incognito/private browsing mode without any extensions running, clearing your cache and even resetting your browser entirely.
Let me know how it goes!
Can you try using the latest version of Chrome or Firefox to see if this works?
Hey @Woopiq, thanks for getting back to us.
Are you getting any error messages when you try to restore the files?
If so, could you send us a screenshot?
Keep us posted!
No, I don't get any errors. a green window appears at the top of the screen with an inscription about the successful recovery of the file for the date I selected.
maybe this is important. I turned off all devices in the settings and do all the actions through the web interface
Could you have a look at your events page, as well as the version of the files you're trying to restore, to check what they report?
Just to check, are you certain you're restoring a version of the file that wasn't encrypted? Is it possible it could be re-encrypted if the virus wasn't removed from your machine?
You don't need to upgrade to a paid plan in order to rewind, as our support team can assist if need be. If you'd like us to contact you at the email associated with your Dropbox account, please let us know.
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For more info on available support options, see this article.
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