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Forum Discussion
The main data folder is gone & Support hasn't responded back.
My case is escalated. No response. No resolution. Support is really bad for Dropbox teams. How do I get this addressed. Our main data folder is gone and unable to get anyone to help resolve.
Megan
Dropbox Staff
Dropbox StaffHey ALG1, thanks for this!
I can see that the priority of your ticket has been raised to "High" and I've also left a note in the email, asking them to get in touch with you as soon as possible.
I appreciate your patience on this!
still not resolved. I have advised my other clients using your system that the redundancy and ability to restore if a mishap is poor and they must have alternative backup systems and do test restores. Many think your system provides the redundancy needed. Obviously, not the case by the lack of ability to go to a snapshot of a date when notified 24 hours after the deletion. You should be able to restore to the day before, the week before, something. You have given us nothing. This is a big failure on your product for users.
- Mark
Super User II
You can do a rollback to events ALG1 via the Rewind system IF you are a paying user (I assume you are to get the added features etc if this is for a business?). If you are a free user then upgrade and you can use Rewind. That uses the Events link to do so.
HOWEVER what I would stress is that Dropbox is not, nor has it ever been, a backup system (although note they now have a new product separate to sync which IS one). It is a syncing one. One that IS fallible - for example somebody could easily permanently delete the data. You should always have multiple copies and backups of data in various systems/locations.
I agree with your regarding backup. The rewind system doesn't work if the folder was completely removed. We have attempted that with no success. The account is a Team paid license. Fortunately, I have emailed the client many times about the need for backup and unfortunately, they felt the Dropbox did its own backups and had redundancy so it was unnecessary. They have learned otherwise. Thanks for your suggestion though for whatever reason, not working.
Actually, the issue is the folder that was deleted was in the root of a team folder that was accessed by all users. There is no way to rewind a folder that is missing from that location and the folder content doesn't exist in the deleted files. Thanks.
