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Getting an error when trying to recover history of a file

Hello,

I'm receiving an error message when trying to recover the history of versions of some files. It just says something like this (I receive it in Spanish): "Error. An error has occurred. Don't worry, your files are safe, and the Dropbox team receive an advice..."

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Accepted answers

Mark

Just to add @FranciscoLagos the purchase isnt retroactive. So if you purchase now you wouldnt be able to recover anything over 30 days old which is often where the error comes from.

You also cannot purchase the add on without being a paid plan. So, you'd need to be a paid plan member and then you can add things on.

All comments

Jay

Hi @FranciscoLagos, thanks for messaging the Community!

Are the files that you're experiencing this with in the same folder, or in random locations?

How far back are you trying to recover the previous versions of the files?

This will help me to assist further!

FranciscoLagos

Hi !

Thank you for your answer. I've just checked and no, it happens in different folders. Seems like it happens to older files (more than a month old maybe), recent ones doesn't have this problem.

Hannah

Hi there, @FranciscoLagos.

Are you on a Basic, Plus, or Family plan? These plans can only recover versions of a file made within the last 30 days, so if the versions you want are older than that, then you wouldn't be able to recover them.

You can read more about this here.

FranciscoLagos

Hi,

I have a basic plan. I saw this article you shared to me but I can't find the way to add the plugin for the extended files history that it's mentioned.

Rich

FranciscoLagos wrote:
I have a basic plan. I saw this article you shared to me but I can't find the way to add the plugin for the extended files history that it's mentioned.

If the option is available it will be listed on your Plan page under Add-ons. Note that adding it now will not change the recovery window for files that have already been deleted. It will only apply for files deleted after purchasing the add-on.

FranciscoLagos

Thank you. I can't see the part of 'add-ons' in my plan page. It just doesn't appear. And I'm not searching to recover deleted files, but to extend the file history to recover previous version of a file. When I try to go to the history of the file it appears the error I mentioned at the beginning.

Mark

Just to add @FranciscoLagos the purchase isnt retroactive. So if you purchase now you wouldnt be able to recover anything over 30 days old which is often where the error comes from.

You also cannot purchase the add on without being a paid plan. So, you'd need to be a paid plan member and then you can add things on.

Rich

FranciscoLagos wrote:
And I'm not searching to recover deleted files, but to extend the file history to recover previous version of a file.

They're one in the same. The time applies to both version history and file recovery and, as previously stated, it's not retroactive. The extended time only applies to files modified or deleted after the add-on is active for your account.

FranciscoLagos

Ok, thank you everyone for the help and information.

Walter

No worries @FranciscoLagos - let us know if anything else comes up and have a lovely weekend ahead!