cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Announcements
We want to hear from you. What do you use Dropbox for?
Close

Dropbox files & folders

Get in sync with the Dropbox Community. Our members can answer all your questions on Dropbox files and folders. Join a discussion or start your own today.

cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Highlighted

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

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
Highlighted

Re: Ransomware: Helprecover@foxmail.com

Dropboxer
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
https://dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
Still stuck? Ask me a question!
Tips & Tricks Find new ways to stay in flow or share your tips on how you work smarter with Dropbox.

View solution in original post

5 Replies 5
Highlighted

Re: Ransomware: Helprecover@foxmail.com

Dropboxer
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
https://dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
Still stuck? Ask me a question!
Tips & Tricks Find new ways to stay in flow or share your tips on how you work smarter with Dropbox.

View solution in original post

Highlighted

Re: Ransomware: Helprecover@foxmail.com

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

Highlighted

Re: Ransomware: Helprecover@foxmail.com

Dropboxer
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
https://dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
Still stuck? Ask me a question!
Tips & Tricks Find new ways to stay in flow or share your tips on how you work smarter with Dropbox.

Highlighted

Re: Ransomware: Helprecover@foxmail.com

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

Highlighted

Re: Ransomware: Helprecover@foxmail.com

Dropboxer
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.

 

Wishing you a great rest of your week!


Daphne
Community Moderator @ Dropbox
https://dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
Still stuck? Ask me a question!
Tips & Tricks Find new ways to stay in flow or share your tips on how you work smarter with Dropbox.

Polls
Do you know how to organize your files and folders?
<b>We have created a guide on folder best practice, so you can get organized now <a href="https://www.dropboxforum.com/t5/Business-Tips-tricks/Folder-structure-best-practice/m-p/428456#M39"><u>check it out here</u></a>.</b>

Work Smarter with Dropbox

The way we work is changing. Share and discover new ways to work smarter with Dropbox in our community.

Sound good? Let's get started.
Who's talking

Top contributors to this post

What do Dropbox user levels mean?
Need more support?