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My computer has been affected with ransomware, what can I do?

My computer has been affected with ransomware, what can I do?

SgtThomas
Explorer | Level 3

Goodday, I have a serious problem with my computer.

It has been infected with a ransomware, which has also attacked all my files in Dropbox folder.

The ransomware is, as of yet, not possible to decrypt. Is there ANY way that I can revert my files back to the status they were yesterday, Sunday 19th? I've already tried "Older versions", but this only gives me one single option, which is for an updated file, earlier today. So this isn't an option, unless I'm doing something wrong.

I sincerely hope you can help, since I have a lot of important documents on my Dropbox!

Yours sincerely, Thomas

1 Accepted Solution

Accepted Solutions

Re: Ransomware: Helprecover@foxmail.com

Daphne
Dropboxer

Hello @SgtThomas, I'm sorry to hear about that!

 

As you're still having trouble with removing the ransomware, please unlinking your Dropbox account from the desktop app on the infected device. When you have the time, I'd suggest checking out our Help Center article here for the steps we recommend.

 

If you're having trouble restoring the files yourself, you can reach out to our Support team as outlined in the article linked above. Should you have any trouble with reaching out to the team then just let me know here.

 

Please bear in mind though that we will only be able to restore the files if they were encrypted within the version history window based on your account's plan.

 

Let me know if you have any questions!


Daphne
Community Moderator @ Dropbox
dropbox.com/support


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View solution in original post

6 Replies 6

Re: Ransomware: Helprecover@foxmail.com

Daphne
Dropboxer

Hello @SgtThomas, I'm sorry to hear about that!

 

As you're still having trouble with removing the ransomware, please unlinking your Dropbox account from the desktop app on the infected device. When you have the time, I'd suggest checking out our Help Center article here for the steps we recommend.

 

If you're having trouble restoring the files yourself, you can reach out to our Support team as outlined in the article linked above. Should you have any trouble with reaching out to the team then just let me know here.

 

Please bear in mind though that we will only be able to restore the files if they were encrypted within the version history window based on your account's plan.

 

Let me know if you have any questions!


Daphne
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
:arrows_counterclockwise: Still stuck? Ask me a question!
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View solution in original post

Re: Ransomware: Helprecover@foxmail.com

SgtThomas
Explorer | Level 3

Hello Daphne,

Thanks so much for the quick reply! 

I've uninstalled dropbox on both my computers, and I've reinstalled windows and cleaned all SSD/HDD on the infected on.

The ransomware happened today but I only got a basic membership, so I have 30 days from today, in regards to bring back older versions. Would it work if I tried the 14 days professional offer you run?

I'll contact support too. I'll bring an update, as to what happens.

Thanks again! 

Yours sincerely, Thomas

Re: Ransomware: Helprecover@foxmail.com

Daphne
Dropboxer

Thanks for getting back to me here @SgtThomas!

 

To restore your files, you can take this action yourself regardless of your account's current plan. This just depends on whether the changes were made within the version history that your account saves.

 

Otherwise, you can indeed contact our team to see if they can assist you taking this action from our side.

 

Keep me posted with any updates!


Daphne
Community Moderator @ Dropbox
dropbox.com/support


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Re: Ransomware: Helprecover@foxmail.com

SgtThomas
Explorer | Level 3

Hello Daphne,

I used the Rewind function, and immediately got my entire dropbox back to normal. Thanks so much for the help!

Yours sincerely, Thomas

Re: Ransomware: Helprecover@foxmail.com

Daphne
Dropboxer

I'm very glad to hear that @SgtThomas!

 

If there's anything else I can help with, please don't hesitate to get back to me here. I'd be happy to help out. :grin:

 

Wishing you a great rest of your week!


Daphne
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
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Re: My computer has been affected with ransomware, what can I do?

isaias
Helpful | Level 6

I discovered another way to restore the files without using the Rewind function. It's more laborious, but still functional.
It happens that the ransomware changes the name of the file, so, for example, a file with a name "report.xlsx", becomes "report.xlsx.id[232323-12312].acuff",
What i did was to change the file name to "report.xlsx" again and, that way, Dropbox showed early versions of the file.
After that, I simply restore the files I wanted.

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    isaias Helpful | Level 6
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    SgtThomas Explorer | Level 3
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