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Our computer broke down and files were missing from the Dropbox account online, why is that?

Explorer | Level 3

We have a basic Dropbox account on our computer
Today our computer brook down and we looked for the backup online
unfurtainalty we found that many files are missing, some are update to January and some to later/earlier dates
it is very disappointing to trust the dropbox cloud and than to find out it is not reliable as we assumed

8 Replies 8
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Re: online back up missing - badddd

Dropboxer
Dropboxer
Hey there @water4u,
 
To see if there is anything we can do to help retrieve these files, can you let me know if you had previously checked the website and seen the files/updated files there? If the files were perhaps deleted by mistake then I can suggest to check your Deleted files page and you will be able to restore files deleted within your version history window.
 
Otherwise, if the desktop app wasn’t running on your computer and therefore syncing your files to your account online, then I wouldn’t be able to suggest much from Dropbox’s end. If the files didn’t sync with our servers then we won’t have any record of the files.
 
To check when the desktop app last synced, can you can go to your Security page here online and check the last connection of the device?
 
Let me know what you find and we can go from there - Thanks!

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


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Re: online back up missing - badddd

Explorer | Level 3

if it had stopped syncronizing in a specific date I would not expect some files to be updated to Jenuary-19 and other updated to November-18

Highlighted

Re: online back up missing - badddd

Dropboxer
Dropboxer
 
I understand the issue that you're facing. Can you let me know what you found as the last date the computer’s desktop app connected to your Dropbox account in the Security page here?
 
Let me know what you find - Thanks!

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


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Re: online back up missing - badddd

Explorer | Level 3
Main-PC

Tel Aviv, Israel
about 6 months ago

Yet some files are updated to 7-Jan-19 and other forlders to 2017

Must say it is a  real disappoitment . I now use the saved files a technision saved from the computer rather than the files that were supposed to be saved by dropbox

If the system recognized failure in backing up it should have sent a worning

I am waiting to hear from you as I am considering upgrading to a professional cloud but not sure it can be dropbox

More information

 

Highlighted

Re: online back up missing - badddd

Dropboxer
Dropboxer

Hey @water4u,

I'm sorry that I couldn't be of further help but I'm glad to hear that you've recovered your files!

If there are sync issues with certain files/folders within your Dropbox account then you would be able to see these indicated by a red x sync icon next to your files or an error message shown in the sync status. Unfortunately these won't show if the desktop app isn't running on your computer.

In terms of the folders that weren't updated whereas others were, it could be due to syncing being interrupted or a folder being selectively synced and an unsyncing copy made in its place. I can't say for sure what occurred as we won't be able to now gather the relevant info to investigate into this.

I hope this helps to answer some of your questions - Thanks!


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


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Re: online back up missing - badddd

Explorer | Level 3

your answer didn't help me

Highlighted

Re: online back up missing - badddd

Explorer | Level 3

my desktop app is running the files are marked with green (v) checked sign 
but still the do not apear in the online files

Highlighted

Re: online back up missing - badddd

Dropboxer
Dropboxer

Hey @water4u,

Just to clarify, you now have the restored and recently edited versions of your files within your Dropbox folder on your computer, but you're not seeing this reflected in your account online?

If that's the case, would you mind checking the email addresses of the accounts you're signed into on the website and the desktop app are the same? You can find out how to locate this info from here.

Also, would you mind doing a simple test of uploading a test file to your desktop Dropbox folder and checking if this syncs to the website? Please just ensure that your desktop app reads "Up to date" in the sync status before checking the web.

Let me know what you find - Thanks!


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


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