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Many of my files are missing, the folders are empty.

I recently started to notice that my files are missing. All of my original folders are there but all of them are empty. I've looked in my deleted files and they aren't there. I have been trying to contact someone for help and even change my plan for more support but no luck at all. Does anyone know what to do to fix this issue?

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Comments

Jay

Hi @ltpace610, thanks for bringing this to our attention.

Just for clarification, are these private folders on your Dropbox account, or shared folders?

Do you see any recent events related to the files or folders in question?

This will help me to assist further!

Dell_Dropbox

Hey @ltpace610 just circling back to make sure you're good. Once your files have been gone for 30 days it will be a little more difficult to recover them if they have been deleted. Let us know if you still need assistance.

Yen Duong

Dear Jay,

I have the same problem. It't shared folder. I had 5 folders yesterday. But now, I only have 2 folders, one of which is empty. I asked my co-workers (admin), they did nothing.

Hannah

Hey @Yen Duong, sorry to see that your shared folder is missing.

You mentioned an admin, are you a member of a Dropbox team? And is the folder in question a team folder or just a normal shared folder?

Can you check your events page to see if you can find any related events?

Dell_Dropbox

@Yen Duong hey there, just following up to see if you still need help with this. If so, can you please provide the info requested by Hannah?

ltpace610

Hi @Jay,

These were private, unshared files and folders. There's nothing in my recent events or deleted files. It's as if the files just disappeared from the folders. They weren't deleted by myself. What's further odd about this is that all of the folders and sub-folders are still listed. There's no way that I would have taken the time to delete hundreds of files one by one and leave all the folders vs deleting the entire folder. These were older files that I didn't view or open daily like the deed to my home.

Can you please help me find them?

Thank you in adavance

Jay

Hi @ltpace610, just to be certain, the events page is completely empty, meaning that you have no files added, edited, or deleted within the last 30 days visible, is that correct?

Are you certain that you're logged into the correct Dropbox account, and that the files aren't in similarly named folders on another account?

Jay

Hi @ltpace610, just checking to see if you saw our last reply.
If you still need any help, feel free to reach out to us with the information we requested.
If your issue has been solved, let us know what worked for you!

ltpace610

Hi @Jay

I'm certain I'm in the correct account as I only have one Dropbox account.

ltpace610

Hi @Jay ,

My issue still goes unresolved. I've followed up with an answer to your previous request. Why would Dropbox delete customers files? Again this wasn't something I did in error. Going into each file folder and sub folder deleting hundreds of documents would extremely time consuming and pretty insane. An error on my part would have resulted in the folders themselves being deleted along with the files contained inside them.

Jay

In general, Dropbox doesn't delete your files without any user input. In some cases, when exceeding your quota on a Basic plan, you may be subject to data deletion, but you would receive multiple emails and notifications regarding this.

This thread contains many possibilities on why files might be deleted from your Dropbox folder or account.

ltpace610

@Jay

I searched my email including the spam and junk mail folder. I didn't find any emails from Dropbox about overage warning or deletion warnings. So that it's the case.

Jay

Thanks for the info. This would mean that the files weren't deleted by the Dropbox system itself, so the files were deleted via another method.

Either an app or service on your computer deleted the files, or another device that your account is connected to could've possibly deleted the files.

Any of the scenarios in the thread I posted previously could apply to why the files were deleted.

ltpace610

Hi @Jay,

I'm not sure what program or app could delete files from file folders but not delete the folders themselves? I upgraded my plan in an attempt to get more support on recovering my files and more security. However, I haven't been able to get any support.

Nancy

Sorry for the delay, @ltpace610. I went through the conversation from my side, so I wanted to reiterate some things and offer further insight.

What you see on the Events page is what's reflected on our servers. If the Events page doesn't show any relevant activity regarding the files you're looking for, then I understand that there's nothing to recover from our side indeed.

For personal files and folders, anything that can be recovered can be found in the Deleted files page.

If you have any shared folders you wish to access again, you can find them under your Shared tab and add them back to your Dropbox account.

Finally, if you used the Dropbox app to sync the files and there's no trace of them anywhere online - since you're certain that you only have one Dropbox account - it's possible that the files were never successfully synced to our servers.

To confirm there's nothing further we can do from our side though, we could open a ticket for you and have a look into your Dropbox account, if you’d like.