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Lost Files That I Didn't Delete

Level 2

I recently accessed my Dropbox after being away from the cloud agent for some time. I logged on and found that my personal photos and videos were missing. I've been look in everything but its yet to turn up. Please tell me I didn't lose everything. My picture of my brother before he died of cancer and my picture from my sons birth are all include in those missing files.

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Re: Lost Files That I Didn't Delete

Dropboxer

Hey there @kingslh2 - so sorry to hear about your loss; let's take a look into this now, shall we?

First of, could you let me know how are you accessing your Dropbox files? Are you on a computer using the desktop application, on a mobile using our mobile app or just from the website at www.dropbox.com? 

If you're not seeing your files on a specific browser, please try another one and/or clearing your browser's cache to see if this is a browser specific issue. 

If your files were accidentally deleted somehow, you should be able to find more about it in your events page as this is the place where all adds, edits and deletes are logged normally. 

If you're using the desktop app, could you take a look at the Dropbox icon in your taskbar (Windows) or menu bar (Mac) and see if it is syncing

If you're using the mobile app, try clearing your cache as per the instructions below:

On iOS:
To clear your cache, please follow the steps listed below:
- Navigate to the “Personal” tab
- Tap the gear icon in the upper-left corner of the screen
- Select “Clear Cache”

 On Android:
- Tap the menu icon in the upper-left corner of the screen
- Select "Settings"
- Select “Clear Cache”

Once this is done then please ensure you log out of the Dropbox application, then restart your device and log back in again.

I hope this helps to some extent and please keep me posted on your findings.

PS: My sincere condolences for your brother. 




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


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Lost Files That I Didn't Delete
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