Why did all of my files disappear?

Dropbox lost several important documents since about Dec 23 (spreadsheets representing a lot of hard work) by somehow syncing incorrectly - I edited them extensively on one machine and later that day dropbox "synced" by reverting to the directory on a different machine. This lost all updates and all new files created. 

This one disaster is enough for me, I'm out of dropbox, it is not reliable.

RCL

I'm freaking out people! But, it's nice to know that I'm not alone. I have had issues with my Dropbox for the past month similar to the problems described above. Suddenly, instead of the green check box next to Dropbox icon, I get the spinning blue sync icon and I don't know what's happening. Files/Folders are being deleted and I'm not doing anything. I usually end of doing a full Dropbox search and I find the folders hidden under random other folders and I can get them back after a big headache.

But, this time it's worse. I can not find a shared folder that has my entire business' financials in it and a personal folder that I don't share with anyone that also has valuable subfolders and files. My IT team is trying to find out the problem but I can't see to find these folders. I know for sure that I did not delete these, nor did people I share folder with. This happened yesterday and/or day before. I see in events tab showing all of this activity and I did none of it.

Does anyone know how to restore folders if you can't see them on your Dropbox list of folders? Is there anyway to speak to a person at Dropbox? Any assistance would be greatly appreciated. Thanks so much.

Brian

As Rich has said:

"Dropbox is not capable of deleting your files on its own. Either you, another process on your computer or another device connected to your account had to have caused the deletion.

Start here:

• https://help.dropbox.com/security/missing-reappearing-corrupted-files
• https://help.dropbox.com/security/recover-deleted-files-folders"

If you're still unsure or want to get additional investigation on your account, please log a ticket with our support team on www.dropbox.com/support - make sure you add as many details to file or folder names that are missing, dates, etc.

Do not post any personal information here on the forum.

Ed, I think its very easy to move files and not realise and possibly others to delete but...I think looking at type of comments from long term users, it might be worth investigation !

I started to comment in a post and removed as to be honest dont have time to chase but...I can absolutely confirm I have seen folders deleted and then come back a day or so later with only one other shared user that wasnt even logged on or aware they had a share. I have seen once where folder WAS still on the portal but not locally..implied deleted and couple of times where disappeared on both and came back on both - go figure.

I have seen folders move...and I am very careful...many years with dropbox from start and experienced in IT...so did I do it...I have to assume so???

We also use Dropbox heavily to send large files and regularly see syncing issues (spinning out for days with zero action) and crashing of dropbox which we have never had issues with in the past. It didnt like very high numbers of small files either (about 3 Million in a folder tree)

We have 50TB capacity on TEAM now with I guess 50 users so not fly by night user and I would say there are some bugs that should be focussed on just to check...its easy when company growing so fast to push on with new features but its not ALWAYS user error...if the code instigates a command to move or delete, then it can move or delete if there is a mistake.

Ed.

Well this only gets worse! I have stopped adding new materials to dropbox and have had to perform multiple drive rescues to regain most (not all) of my valuable work records and files. So today, I see in my dropbox icon in the task bark a list of recently changed files, hundreds of them. I have been extremely careful with my activities and can guarantee I did not do this!

Issue: files randomly disappear and are changed, but not by the owner

User remedy: Contact dropbox for support

Solution by dropbox: User error, dropbox can do no wrong, you're on your own.

Issue continues: Files changing or being modified by someone else or drop box error!

Cause: Either dropbox software is buggy and totally unreliable or, Dropbox security has been compromised and has been for some time or User error.

Result: I am forced to cancel my DB account as I am convinced user error is not to fault.

A little more insight into what files were deleted. I noticed that anything "normal" was deleted i.e Word, Excel, PDF, JPG, .Gif, .mov (and any of their variations). What wasn't deleted was anything "unusual" Pages, Numbers and Keynote (I'm a Mac user), my 1Password keychain, other mobile apps that write their own data i.e the mobile health app I use.

I would have been an extraordinary accompaniment for me to go into every folder and sub, sub folder and delete only some files and not others. Or even for my computer or another user to do this , FYI there are no other users and I sync only 3 devices - computer, iPhone and iPad.

This completely "random" behavior is leading me to believe even more strongly that this is a DropBox issue.  Something was run or hacked into and run that is causing only certain file types to be affected.

DropBox hasn't been any help, there emails to me were circular... are they they here or there... when what I really wanted was an entire replacement of my files - everything. 

I was however able to retrieve everything from my TimeMachine backup since I do know that DropBox is not backup but storage. However, if this was happening on my internal drive I'd be having a tech look at it, something DropBox isn't doing on their end. They are admitting no responsibility. 

I have been trying to set up my dropbox account.  I upgraded to the pro because I needed more room.  Now the files are no longer on my desktop or on the dropbox site except for the file names.  I realize I am not very tech but I thought this was supposed to be easy.  How can I recover my files?

I lost years of family photos just like Karen N. All of a sudden my events showed no history, my deleted files showed nothing, and it's very suspicious! And you can't contact Dropbox by phone. I would never recommend anyone using Dropbox for their photos. I'm back to the old USB drive to save photos from now on. I contacted them and they made it seem like I must not have synched them if they don't show up which is total bull. Thanks to Dropbox, I also lost 10 years of family photos!!! Terrible, terrible app. Dropbox is garbage and so is their customer service!!!! Do yourselves a favor and don't save important files using Dropbox. You will be very disappointed once Dropbox deletes them on you!

why is it so hard to get in touch with anyone with Dropbox?? is it because they have that many issues??

All of my folders are there but all the files in them are gone.. Find it impossible to get a response.

Robert,
I agree your assessment of mysteriously deleted files is plausible. I solved my problem by viewing the events log that clearly stated one of the individuals with access deleted the folders and files. Fortunately, I was able to completely restore them. However, I have not spoken to this individual and I do not believe she deleted these file intentionally but I do know she was copying (downloading) these files and that's when these files were (most likely) inexplicably deleted.