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Please help me, how i can removed virus (Gero) i can’t open any file

Explorer | Level 3

virus

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8 Replies

Re: Please help me, how i can removed virus (Gero) i can’t open any file

Dropboxer

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

If you're account has been affected by ransomware or a virus, then I would strongly recommend checking our Help Center article here on the steps to take to ensure your files are safe.

Once you've been able to remove the virus from your computer, Dropbox Support will be able to rollback your account to just before it was affected and restore your files. If you have a Plus or Professional account, you can use Dropbox Rewind.

Let me know if you have any other questions, I'd be more than happy to help with this.

Thanks!




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


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Re: Please help me, how i can removed virus (Gero) i can’t open any file

Explorer | Level 3
i removed dropbox from mobile and all pc after i opend in other pc in website no any results stille files renamed gero,
after i tried to restore history and also no results
please help me i need my files
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Re: Please help me, how i can removed virus (Gero) i can’t open any file

Dropboxer

Hey @afko,

In that case, I'd recommend that we move over to our Support channel and continue to work on this there.

Would you mind if I reached out to the email address associated with your Community profile? If you already have a ticket open with our team, please let me know the ticket reference number (eg. #1234567) and I'll follow up there.

Let me know - thanks!




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


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Re: Please help me, how i can removed virus (Gero) i can’t open any file

Explorer | Level 3

i send email for support but dont recieved and ticket number.

you can't chek my account to see the problem?

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Re: Please help me, how i can removed virus (Gero) i can’t open any file

Dropboxer

Hey @afko,

We aren't able to see or access any account details here on the Community and since this is a public forum, we're not able to discuss any sensitive information either.

I wasn't able to locate an open ticket in our system under the email address associated with your Community profile, so I've reached out to that email from my side. Please check your inbox when you have a moment and we can go from there.

Thanks!




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


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Re: Please help me, how i can removed virus (Gero) i can’t open any file

Explorer | Level 3

still waiting

this is the ticket number #9712711

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Re: Please help me, how i can removed virus (Gero) i can’t open any file

Dropboxer

Hey @afko,

I've passed along your comments to your open ticket, the agent handling your case will be in touch with you as soon as possible after investigating into the matter. Any further info you might have related to your case, you should add to your open communication with the agent so as to keep all the information easily accessible.

Thanks!




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


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Re: Please help me, how i can removed virus (Gero) i can’t open any file

Explorer | Level 3

thank you for your interest

we are waiting

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Please help me, how i can removed virus (Gero) i can’t open any file
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