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Jay's avatar
Jay
Icon for Dropbox Staff rankDropbox Staff
7 years ago

Dropbox deleted all my files!

No, we didn’t.
 
Now that the clickbait worked, let’s get into the meat of the article.
 
I know there’s a lot of frustration about how ‘Dropbox deleted all my files’. I accept it’s hard to lose files, especially if they’re vital for your business, precious family or baby pictures, or even your favorite cryptocurrency digital wallet.
 
We’ve received emails, calls, and forum threads stating the same as the title. Users are insistent that we did the deletions. However, as other Dropboxers have posted here have said, and while it makes me seem robotic to repeat the same answer, this is the truth:
 
Dropbox does not delete your files, without any user interaction on them.
 
The latter part of that sentence is paramount. If you, or someone else with access to those files, deletes them, then Dropbox does what it’s supposed to do, and syncs the deletion to all devices and users.
Delete
Restore
  • Jay's avatar
    Jay
    7 years ago

    But, how can my file be deleted?

     

    A few ways actually…
     
    Firstly, if you install your Dropbox folder to an external drive, then there are always deletion risks, and I have listed them in a separate thread, which can be found here. However, I’ll repeat them in this thread later for the sake of convenience.
     
    Secondly, when I talk about deletions, I literally mean this definition: “Dropbox cannot see the file any more, so the file is deleted”.
     
    The question you should be asking is, “Why cannot Dropbox see the file? Where did it go?”
     
    Deletions to Dropbox mean any deletions done on the site, the mobile app, third party apps, and of course the desktop app.
     
    All of these versions connect to Dropbox in more-or-less same way, meaning that they detect changes, and then change the files on the site, which then syncs to all devices.
     
    I know you’ve heard this all before, but this is an incredibly important thing to understand.
     
    Syncing only acts if there is something to sync. 
     
    The app doesn’t do things on its own because it feels like it. If you’re staring at an empty spreadsheet, it’s not going to suddenly populate with your numbers and bar charts. A blank Word document doesn’t begin typing out your final year dissertation without your input.
     
    The opposite is also true, a document doesn’t slowly delete characters until you’ve lost all your writing, or formulas, without you touching the keyboard.
     
    This is just how Dropbox works, except for entire files and folders. If you’re staring at your Finder or Windows Explorer window blankly for an hour, even outside the Dropbox folder, (almost) nothing will change in front of your eyes, since you’re not using the computer.
     
    I mention the ‘almost’ part, since this is the crux of the matter. Narrowing down what made this ‘almost nothing’ to ‘definitely something’ is the goal of this post.
  • Jay's avatar
    Jay
    Icon for Dropbox Staff rankDropbox Staff
    7 years ago

    But, how can my file be deleted?

     

    A few ways actually…
     
    Firstly, if you install your Dropbox folder to an external drive, then there are always deletion risks, and I have listed them in a separate thread, which can be found here. However, I’ll repeat them in this thread later for the sake of convenience.
     
    Secondly, when I talk about deletions, I literally mean this definition: “Dropbox cannot see the file any more, so the file is deleted”.
     
    The question you should be asking is, “Why cannot Dropbox see the file? Where did it go?”
     
    Deletions to Dropbox mean any deletions done on the site, the mobile app, third party apps, and of course the desktop app.
     
    All of these versions connect to Dropbox in more-or-less same way, meaning that they detect changes, and then change the files on the site, which then syncs to all devices.
     
    I know you’ve heard this all before, but this is an incredibly important thing to understand.
     
    Syncing only acts if there is something to sync. 
     
    The app doesn’t do things on its own because it feels like it. If you’re staring at an empty spreadsheet, it’s not going to suddenly populate with your numbers and bar charts. A blank Word document doesn’t begin typing out your final year dissertation without your input.
     
    The opposite is also true, a document doesn’t slowly delete characters until you’ve lost all your writing, or formulas, without you touching the keyboard.
     
    This is just how Dropbox works, except for entire files and folders. If you’re staring at your Finder or Windows Explorer window blankly for an hour, even outside the Dropbox folder, (almost) nothing will change in front of your eyes, since you’re not using the computer.
     
    I mention the ‘almost’ part, since this is the crux of the matter. Narrowing down what made this ‘almost nothing’ to ‘definitely something’ is the goal of this post.
    • Jay's avatar
      Jay
      Icon for Dropbox Staff rankDropbox Staff
      7 years ago

      Look, just tell me how my file was deleted…

       
      I was getting to that!
       
      Now, I’ve been thinking about this for a while in order to help all users understand the myriad of deletions, so I’ve come up with a list of nearly all conceivable ways files could be deleted from your Dropbox account, given the above details I provided already.
       
      So here goes, bear with me. 
       
      I’ll start by listing them in groups of ‘who deleted the file and where’, which can be found by viewing the Version history on the Dropbox site, though for deleted files you’ll only see this after restoring them:
       
      Deletions with your own username and computer name
      • You deleted the file yourself - Yes, maybe you didn’t realize it yourself, but you did. What is a deletion though? This could simply be you moving instead of copying the file out of the Dropbox folder to your Documents or Downloads folder. This is a deletion.
      • Someone else deleted the file - Self-explanatory, find out who used your computer and talk to them. Violence is not condoned at Dropbox.
      • A program edited or deleted a file - Do you have antivirus software? Are you compiling code? Does any program monitor the Dropbox folder? Do you have a database (like an iPhoto library for instance) in the Dropbox folder? If so, they might be able to delete files also. Don’t underestimate the severity of your quarantine scanner or freedom of programming.
      • Another cloud provider, Time Machine, local backup software - We should all keep more than a cloud copy of your files, so it’s fine to use other services. Depending on your device, certain apps might already be syncing to a third party cloud provider, perhaps without your knowledge. Due to this, they might delete or revert files depending on their own settings (or even simply, a deletion from the other cloud provider) and like above if they’re monitoring the Dropbox folder also, then this is a recipe for a nightmare of data loss, which could affect all your backup services. 
      • Using a remote session - Essentially, if the computer has software to login to it remotely, they have the same access as you do, thus deleting files with your own credentials.
      • Virtual machine shenanigans - While not fully supported here, logging in with a pre-built setup could login to your own account and ‘overwrite’ the Dropbox folder with no files, or pre-set files, which delete the others from the site. This can happen if the VM is non-persistent. Check with the developer or your IT admin (if applicable) for the correct settings to fix this.
      • Jay's avatar
        Jay
        Icon for Dropbox Staff rankDropbox Staff
        7 years ago
        Deletions with your own username and another device name
        • You deleted the file yourself - This will still be top of every post… This time from another computer you own.
        • Clearing out your camera roll on the phone - Hmm, remember that Camera Roll on iOS is not the Camera Uploads folder on your Dropbox account. Made a mistake? Oops, you’ve deleted the Dropbox versions instead by doing it through our app.
        • Gave your phone/computer to someone else temporarily - Malicious or not, this is still a possibility if you lend it to them to check out your new vaping skillz.
        • Work or home computer not logged out properly - Perhaps you left your machine on at home for someone to use it for web surfing, or you left work in a rush. Either way, someone deleted files from your Dropbox folder.
        • Sold or gave away a phone/computer permanently - Family, friends, strangers, it doesn’t matter in the eyes of Dropbox. If the device is logged in to your Dropbox account, and the person with the device then want to clear out space, or upload their own photos, well, that’s what happens. If you don’t wipe your devices before selling, at least unlink the Dropbox app!
        • Logging into an old machine - Surprisingly common if you own multiple machines. My trusty netbook creaks open every now and then, but I always quit the Dropbox app when it loads up, and immediately download a fresh copy of the installation file. Why? If you’re running an older version of the desktop app, it’s possible that the database on your old machine overwrites the one from the Dropbox site, so it takes my netbook to be the most up-to-date version, wiping the remainder of the files and bringing back vintage files. Always try to keep the app updated on all your devices to prevent this!
         
        Deletions with your own username and another extremely similar computer name
        • You deleted the file yourself - But this time, from another user login on your own computer.
        • Someone else deleted the file under their computer login - Innocent enough, your dad shared the computer with you, but his Dropbox account is logged in when your user login works. Deleting files from the Dropbox folder, even though it will be stored under your own user space in Windows/Mac/Linux, will sync to the site and delete from his Dropbox account.
        • Reinstalled or upgraded Windows/OSX/Linux - Rare, but when doing a re-installation or an upgrade can cause the Dropbox folder to be changed or reverted to an older version, depending on how your OS does things. 
    • Smithad49's avatar
      Smithad49
      Explorer | Level 4
      2 years ago
      Deleting, Editing and Organizing files in your dropbox account.
      • PUZZLED_NEWBY's avatar
        PUZZLED_NEWBY
        Helpful | Level 6
        2 years ago

        That's no answer!  

         

        I asked whether Dropbox is entitled, via its EULA and other unexplained rules, to delete files on my personal local computer, or anyone else's computer, if I were to delete files on the ONLINE side of DROPBOX.

         

        The question puts forth a specific conditional.  In words easier to understand for you, IF I do this, then WHAT is the consequence? 

         

        I do not want mealy-mouthed legal mumbo jumbo, I do not want what I call "uncertain, iffy, maybe, maybe not computer talk"!

         

        Actions have consequences.  Non-actions have other consequences. So, either you have a crystal clear answer, or you have nothing.

         

        What do you have?

  • Deskal's avatar
    Deskal
    Explorer | Level 4
    2 years ago

    I have been using DB since it was first released. I have two devices linked to my account; a MacBook Pro (MBP) and a Mac Pro (MP). My DB folder contains subfolders holding > 50K photos over 23 years. I was importing new photos from my camera to the MBP and looked at DB activity to see how long the new upload would take, when I noticed DB was deleting files at pace. I immediately paused sync to investigate. I went to my MP and saw that DB was deleting random photos across multiple folders. I stopped sync on the MP and found that over 31,000 photos had been deleted. My photo folder was now 300 GB smaller. I restarted sync and could see the top folder shrink in size. I paused sync again on the MP and went back to my MBP and could see that the file deletion began on the MP (which I hadn't used for 2 days) 2 hours previously, and propagated to the MBP. I remained on the MBP and went online to DB web and checked the deleted files section and saw that over 31,000 files had been deleted in the past 2 hours. One of those deletion events was for a single deletion of 25,100 files spread across more that 200 folders, So, impossible to achieve by an external deletion. Also, my bins were empty on both machines. I restored the files using the desktop web on my MBP. The restore hung after 2 hours and when I reloaded the web app, there were no files in the deleted folder on the web, and it appeared that all files had been restored to my MBP. I resumed sync on the MBP and it continued to delete files!!. I went back to my MP and files had not been restored. When I restarted sync on the MP, files continued to be deleted and my folder size continued to shrink on my MP. I let sync delete a few hundred files and then went onto the web app - and the latest deleted files did not appear in the deleted web folder. I spent a lot of time with support without a satisfactory resolution. The agent continued to blame an unnamed third party app. Had I not noticed the DB activity, all 50K photos would have been deleted from both Macs. I have lost confidence in DropBox. Can anyone suggest a likely cause?

    • joecarrow's avatar
      joecarrow
      Helpful | Level 5
      2 years ago

      I am very delighted to read this informative thread where I learn some great tips and guides that can helps to avoid unexpectedly deletion of files on Drop box. Thanks to dropbox support team, thanks to everyone!

    • EvanDBX's avatar
      EvanDBX
      Icon for Dropbox Staff rankDropbox Staff
      2 years ago

      Deskal, thanks for posting and I am really sorry to hear about this issue.

       

      I moved your post to a thread where  has already listed the most common reasons on how a deletion can happen.

       

      Let me know if any of this helps!

      • PUZZLED_NEWBY's avatar
        PUZZLED_NEWBY
        Helpful | Level 6
        2 years ago

        Like I said, this is not an answer.   Either you KNOW what Dropbox does, or you don't.  Moving my question elsewhere is useless.

         

        I therefore assume that you do not know the answer.

         

        Or you just can't be sure, because, guess what, in my experience with Dropbox I find that I cannot be sure either.

         

        I am really surprised that there are no answers to this. 

         

  • PUZZLED_NEWBY's avatar
    PUZZLED_NEWBY
    Helpful | Level 6
    2 years ago

    No, Dropbox did not delete all my files.  Yes, I cancelled Dropbox.  No, my files are still there, both on my Online-Cloud-Dropbox account, and on my local

    computer. 

    My question is:  If I delete the files on my online Dropbox account, is there a way to cancel any and all unwanted syncing behavior.  Beforehand!

     

    If you understand the question and can answer it, you don't even have to read further.  Just answer the question.

     

    I simply want to AVOID that the various unpredictable, illogical, unintuitive computer brains and moods of Dropbox get the insane idea of sneaking uninvited onto my computer (the one at home, the local computer, the one I own, the one where the data on it belongs to me and not to you.) 

      

    ( I just want to provide emphasis on what's important. I do have the impression that when it comes to data, computer geniuses no longer understand the difference between mine and yours.  To explain: What's on or in my place is mine, what's on or in your place is yours. This is how it works among civilized people. )  

     

    So, is it possible for you to explain in simple, understandable words how I can make sure that you are not deleting data on my computer, and then

    laugh, and mock us, saying, hey that's what syncing is.  Sorry no, my data on my computer belongs into the "You can't touch this" category. 

     

    If you do not like the drift and tone of my questions, that is understandable. I know that I am annoying like Joe Pesci, and that's for a good reason.

    If you cannot handle this question forward it to the unknown, unnamed, irresponsible owners of Dropbox.  

     

    In case you still do not understand me:  Do not delete any data on my local computer!  

    It's what you call: client-side.  To you, the client is a computer.  To me, the client is a human being. That human being is me. That's where we differ.  Because, just because your program runs rough-shod over the rights of your customers, meaning it disregards and tramples on the rights of customers to the undisturbed use and enjoyment of their data, and just because your EULA absolving your company of all responsibility, does not mean that this is something the customer agrees with.  Just like I do not owe you my firstborn, in the same manner I do not give you free reign over my data.  

    Now do you get it?  

     

    Kindly treat my inquiry as a canary in the coal-mine situation. You know, if the canary keels over, there is not enough oxygen in the mine, and possible

    even coal gas in there, so.. that makes for an explosive situation.  I am not sure if I am right, but I have the feeling I speak for millions of unhappy customers, and/or victims of the software industry.  Any politician who runs with the plank: "I am going to make the software industry act responsibly",

    will get my vote.  The others, they are all paid off.  So, if you could treat my question as reasonable and fair, I'd appreciate that.

     

    Sorry that I ruffled your feathers, but you are the only bird available.  Plus I told you you don't have to read further, but curiosity got the better of you.

  • URog2023's avatar
    URog2023
    New member | Level 2
    2 years ago

    Hi all,

    It appears DropBox deleted all my files in 2016 and I was not aware 😞

    Is there any way possible to recover my files?
    Thanks

    • Hannah's avatar
      Hannah
      Icon for Dropbox Staff rankDropbox Staff
      2 years ago

      Hey URog2023, sorry to hear that your files are gone.

       

      Just for clarification, Dropbox doesn't really delete your files, but there are many reasons why a deletion might happen.

       

      I moved your post to a thread where Jay has listed all the possible reasons why a file might get deleted.

       

      That being said, if the files were deleted back in 2016, I'm afraid they cannot be restored, as they are long gone from our servers.

       

      Sorry I couldn't be of more help, but if you have any more questions, please let us know.

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