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Not able to access backup files, get an error when trying to.

Hi, I'm not able to access my backup folder. I get an error message says: Error
Something went wrong. Do not be afraid. Your files are safe and Dropbox is notified. Go to our status page to check if this is a known event. You can also visit our help center and forums for help or return to the home page.

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Dropbox Backup

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Accepted answers

Sam DBX

Hi Everybody,

We experienced a temporary issue where some users were unable to access their backup folders. This should be fully resolved now, and no files were lost.

Let us know if you have any issues,

Sam

All comments

Vicker

Hi, @sitrakandriana ,

Try relaunch the Dropbox app.

Here's the official documentation for the steps involved

https://help.dropbox.com/installs/desktop-application-overview

If the problem persists, you may wanna try to restart your computer as well.

To ensure that your files are safe, you could open up your web browser then go to https://www.dropbox.com, sign in then check your files on the web.

Cheers

Vicker

claudia silva

Hello!

I'm having the same problem, but those tips didn't work. How can I access the backup files?

Cheers

sitrakandriana

Hi!
Didn’t know it was possible to open the backup folder in the app. I always get redirected from the app my web browser.

I’ve tried on several devices but I get the same error

Tailspin1

I have the same problem. There is no longer an access to the backups on the left side of the page after login. However, I can get to the folder but clicking on it results in the error message reported by sitrakandriana. It may be associated with the update to Ventura 13.5.2.

Mark

Can you acess via www.dropbox.com/backups ?

If not can you post screenshots of any errors?

claudia silva

The same happens to me. I can see the backup folder, but I can't open it - there is an information of error.....

Tailspin1

Yes: Screenshot 2023-11-18 at 12.44.39 PM.png

claudia silva

It's exactly that that happens with my account...

felipesfc

Long story short. I returned an SSD to Best Buy and deleted all files in it. Roughly 51gb in raw files I took in the past 3 weeks.

Before doing so I checked the backup was completed and up to date. Now the nightmare starts....

When I click on the backup name on the webpage. It says "Attempted to zip to many files".

I then try to double click the backup to see the individual folders and files. I does not open and it says: "Something went wrong. Don`t worry, your files are still safe and the Dropbox team has been notified. Check out our Status Page to see if there is a known incident, our Help Center and forums for help, or head back to home."

Just moved from Google Drive and regret deeply. Anyone had these issues? What do I do?

Janette1

I get the same error message and am unable to access my backup files.

sitrakandriana

Yes, this is the error I’m getting as well. I’ve tried both on my phone and on the Mac. Same error

Sam DBX

Hi Everybody,

We experienced a temporary issue where some users were unable to access their backup folders. This should be fully resolved now, and no files were lost.

Let us know if you have any issues,

Sam

claudia silva

Hello!

I'm still experiencing the same problem, as I can't yet access my files in one of the folders..

Sam DBX

Hi @claudia silva,

Thanks for reaching out 👋🏽

Could you please try @Vicker's suggestions: relaunching the Dropbox app and restarting your computer as well?

PS: this temporary error happened on the Backup page, so if you're having problems with a specific folder, it may be a different issue. Here are a few troubleshooting suggestions.

Let me know how it goes,

Sam

Megan

Hi @felipesfc, sorry to hear about that!

Based on what Sam, our Community Manager mentioned, we had a temporary hiccup.

Could you try again, and let me know if you still notice the same behavior?

Keep me posted!

felipesfc

Yes, I was able to access the files on the same day a few hours later.

Tailspin1

Have access now but it is a little convoluted (less so now that I search for "my passport" rather than backups). Backups used to be a item in the list on the left side of the page.

Tailspin1

Thanks for the prompt corrective action.