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Forum Discussion
Missing files after updating previously linked account
1. I needed to sync a business dropbox c:\dropbox (business) that was previously linked to my personal dropbox c:\user\dropbox (personal). In order to do so, I needed to uninstall and reinstall.
2. The reinstallation created a new business dropbox c:\user\dropbox. I logged out. Logged into c:\user\dropbox (personal). Of note: the email and password for the business dropbox remained unchanged. It is a different email and a different password than the personal dropbox. Both in place ~ 7years.
3. I renamed c:\user\dropbox to c:\user\dropbox (business).
4. I briefly compared c:\dropbox (business) to c:\user\dropbox (business) using a merge program. Satisfied, I deleted c:\dropbox (business).
5. In prepping my quarterly tax filing, I realized that many files were missing from 2022 and 2023. I restored c:\dropbox (business) and copied some of the missing files to c:\user\dropbox (business). After checking other folders, and not finding the files, I returned to the folder where I copied the files. The copied files were missing from both folders.
6. I was not signed in to c:\user\dropbox (business) as I was still signed into c:\user\dropbox (personal)
7. I checked the folders and all files dated after March 22, 2022 are missing.
8. The files synced to the computer are the same as those at dropbox.com i.e. 2022 and 2023 files are missing. Nothing in deleted. The only event is the computer linked with the date and time of creating the new c:\user\dropbox (business) install.
9. There are no missing files in my Recycle. I created a copy of a folder in dropbox and deleted it. It shows in the Recycle.
Q1. Please let me know where I might start to look for the missing files. Or, repair dropbox?
Q2. I have a backup from earlier this year. Before I access that backup, I will move all data and uninstall Dropbox. Is there anything else I should do before accessing my last set of good data?
Walter, after uploading the missing 2022 and 2023 files to the homepage, I was able to sync the files to my devices. It appears that the files are syncing correctly.
An additional observation: On my notebook computer - when I sign in to my personal or business dropbox, the application opens the existing dropbox folder. On my desktop computer - when I sign in to my personal or business dropbox, dropbox creates a new duplicate folder. The digital link that exists one my notebook is broken on my desktop.
I'll not need a solution to these problems. Now that I have created a clean folder, I will use that data and reconstruct the last 30 days of lost data and move on. I have installed two 1T drives on my desktop to sync and back up my business files. I have appreciated using Dropbox for the last few years. I cannot afford any more problems.
- Walter
Dropbox Staff
HI there TRScully, sorry to hear about your missing files.
Can you log into both of your accounts and take a look at your homepage, the deleted files page and the backups page as well?
You can also take a look at your events page on both accounts as this is the place where all uploads, edits, and deletions are normally logged so it should give you a hint.
I hope this helps and please keep us posted with any updates!
Walter, thank you for the note.
There is nothing in the deleted items at the homepage for dropbox (business). The only event is the linked account. Dropbox (personal) shows deleted items as expected. The personal account is working normally.
I retrieved a copy of the dropbox (business) folder from a Feb 28 backup. I copied the files that were missing from 2022 and 2023. I noted the number of files and folders in the user\dropbox (business) folder after the update. I signed out of personal and logged into business. After syncing, there were files and folders missing. Again, dropbox removed all the files and folders created after March 22, 2022. There is nothing in recycle (pc) nor in deleted items on the homepage. I've never seen anything like this, let alone from dropbox which has worked flawlessly for about 7 years.
I saved a picture in user\dropbox (business). The picture was able to sync.
I'll try to upload to the homepage. If that works, I can get a clean up-to-date folder to forge ahead with a solution.
