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Smartsync lost files due to delete during process

Smartsync lost files due to delete during process

Explorer | Level 3

I need help urgently. I stored all my files on desktop. Prompt to use smartsync when i log into Dropbox on my mac. I did and synced my desktop to dropbox. What I didnt anticipate is what follows. A few minutes in, I decided not to sync as it is too massive in size (bout 35gb approx.) I cancel syncing and immediately all my files on desktop disappeared. It is a whole year of work in there. 

 

Ironically, the prompt that files synced with smartsync will be deleted if corresponding files in dropbox are deleted. (Thanks Dropbox) That was after my whole desktop got erased. 

 

I went through 2 CS (one via live chat and one via email) and I still couldnt retrieve my files. It has been 4 days (files deleted on friday) and despite my repeat of urgency since my work files are inside, the help I get is rather disappointing. 

 

Anyone able to help me? Thanks lots.

6 Replies 6

Re: Smartsync lost files due to delete during process

Dropboxer

Hey @mldragon , I'm sorry to hear about that!

 

Since you did mention reaching out to the Support team, can you let me know the ticket reference numbers (eg. #1234567) so that I can check on this from my side?

 

Also, can you just clarify for me what you're referring to when you mentioned cancelling the sync? 

 

For example, did you pause syncing? Or perhaps you disabled the computer backup feature?

 

Let me know and we can take it from there!


Daphne
Community Moderator @ Dropbox
dropbox.com/support


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Re: Smartsync lost files due to delete during process

New member | Level 2

Hi

 

I had a very similar problem:

 

When unistalling the Dropbox desktop app on my Mac (Catalina), absolutely all Desktop and Document files dissapeared. I literaly had lost everything!

 

Any thoughts greatly appreatiated!!

 

Best

Re: Smartsync lost files due to delete during process

Explorer | Level 3

Hi Daphne

 

#11692948

I dragged the folder in dropbox into trash. it was only 7% syncing. I didnt expect my whole desktop to be gone. Just like that. With no safeguarding of our files from Dropbox. :disappointed face:

 

I received an email from the CS team that they have forwarded my case to a team member which specialise in such cases. Praying for the best. To be honest, I am losing hope and devastated that all my work for the year is gone. 

 

Maybe i am not smart enough for smartsync :disappointed face:

Re: Smartsync lost files due to delete during process

Explorer | Level 3

Hi Lukecorr

 

Sorry to meet a fellow poor soul. :disappointed face:

 

My case has been referred to a team who specialise in such cases. Waiting to hear response from them.

 

All my desk also absolutely disappeared, into thin virtual air. I cannot find them anywhere in my computer, not my trash or anywhere. Let alone my dropbox. 

 

A little ironic that we put our files on cloud to protect them and yet we lost them in dropbox. :disappointed face:

 

Hope you have better luck. 

Re: Smartsync lost files due to delete during process

Dropboxer

Thanks for the ticket number @mldragon, I've just passed along your comments from here.

 

I can indeed see that your case is now with our specialists, who are the best equipped to assist you further with this.

 

I wouldn't want to suggest anything that may interfere with their help, so it would be best to continue looking into this with them via email.

 

@lukecorr, thanks for joining us here and I'm sorry to hear about your situation!

 

Can you just clarify for me, when you uninstalled Dropbox on your computer, did you just uninstall the app? Or did you also delete the Dropbox folder?

 

If you just uninstalled, can you check for the "My Mac" folder in Dropbox in your Finder, and see if you find your files there?


Daphne
Community Moderator @ Dropbox
dropbox.com/support


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Re: Smartsync lost files due to delete during process

Explorer | Level 3

Well, good luck to everyone . Dropbox has conveniently pushed off all blame. their only recommendation is to suggest I find an external thrid party data retriever company. So much for protecting our data. Very disappointed with Dropbox. Will raise a legal dispute.

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