Files have disappeared from folders along with sub folders

[dno189]

Has anybody experienced an issue where saved documents and sub-folders have just disappeared even though I am the owner? No notifications were sent either.

Version details of a spreadsheet can be seen but it indicates 0 bytes and it cannot be opened with anything other than Gmail (?). There are no files in the deleted element of DropBox and I have also checked in different browsers.

It just looks like they've just disappeared with no trace.

We are on a "Business Enterprise" account as well.

Appreciate any help

[Daphne]

Hey there @dno189,

Could you try checking the Events of the folder where the files disappeared from? You can do this by clicking the "..." to the right of the folder name when viewing your files from the website. 

Also, can you let me know if the folder that you see the deletions within is a shared folder?

Finally, you mentioned that you checked the version history too, are you able to restore a previous version of the file?

Let me know what you find - thanks!

[dno189]

Hi Daphne,

The only options available on the "..." are Share, Download, Star, Rename, Move, Copy or Delete.

When I click on the "deleted files" options in the shared folder it just indicates an empty folder.

With regards to the restoring the version there is no option, and please note I can only see this file from my "Home" screen and not within the folder

Any ideas?

Thanks

Dan

[Daphne]

Hey @dno189,

Is it possible that the files were moved by mistake? This would explain why you're not able to see the files within the correct folder and the deleted files page, but you can see it from your Home page.

Can you check the Events page to check the events within your entire account, and see if you can locate any events regarding these files and subfolders?

Finally, can you try doing a search of your account to see if your able to locate the missing data this way? If your able to locate a file for example, you can click the "..." to the right and choose the option "Show in folder".

Let me know what you find - thanks!

[dno189]

Hi Daphne,

I've managed to see that somebody created a folder last night with the same name as mine at the root level where mine was.

However, I cannot see anything in the event log indicated the files that would have existed in this directory before it was "re-created" where deleted. The only event that is there is a "created folder"

Plus when I search for my documents nothing comes back.

What is going on, as I've lost some critical work?

[Daphne]

Hey @dno189,

To have a better look into this, 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 Support team, then please let me know the ticket number (eg. #1234567) so that I can follow up there.

Let me know - thanks!

[dno189]

Hi Daphne,

If you can reach out that would be great.

Thanks

Dan

[Daphne]

I've reached out to your email address @dno189, please just check your inbox when you have a moment and we'll go from there.

Thanks!

[Lusil · Accepted solution]

Hey there @dno189, 

Just wanted to check back with you and see if you were able to resolve your concern in the end. 

If you were, could you let us know what did the trick for you? 

Thanks!

[Daysand]

I have a Desktop and a Laptop and a ipad.
My issue is the Files that use to be in my Dropbox on my Laptop are
missing.
I can see my Files in Dropbox on my Desktop.
What can I do, to get the files visible back into my Dropbox that is on
my Laptop?
The reply I received was confusing and my files are still missing.
I had a large amount of files that are missing from my Dropbox that is
on my Laptop.
[email removed as per Community Guidelines]