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Forum Discussion
My files disappeared from my backup on the computer
I'm totally baffled!
I appear to be paying for a service I'm not receiving. I joined Dropbox over a year ago, but realised only recently that nothing was being backed-up.
My son, who is far more tech savvy than I am, thought he'd got it sorted. I could find my files in Backup - but they'd disappeared from my computer. Why? It's a Back-up, not a wipe clean!
So over the holiday we tried again, as none of the recent files were backed-up. This time the files and folders which I'd had to recreate were Backed-up and remained on my computer BUT all the previously backed-up files and folders had disappeared from the Back-up - and this included 10 years work in my Family History Files. Where are they? They weren't even in the deleted folder! I'm now in a worse mess than if I'd never joined.
What is going on? The program is far from intuitive, and is causing me a lot of aggravation.
- Hannah
Dropbox Staff
Hey Grandma Liz, thanks for reaching out to us.
Can you check your backups page and let me know if you can access all your backed up files there?
When you realized that your backups were missing from the computer, can you let us know which steps you followed that got them back?
And is it possible that when you noticed that your backups were missing, you had updated to the updated version of Dropbox backup?
Keep me posted.
Hi Hannah,
When I go into 'Dropbox Backups' from the ribbon at the top of my screen, I am able to go into 'Backups/PC/Documents, and can find the documents which are on my computer. However, if I click on 'Backups deleted' (top left) I get to the deleted files as part of a list (together with a waste-bin icon), the top of which is 'All Files'. If I click 'All Files' I can get to all the documents which I thought had been deleted - but doesn't include the files I have had to recreate since the wiping of my computer documents on the first occasion.
Have I got two places where my files are stored? Are both sets of files backed Up?
I was under the impression that my files would be backed-up automatically. As that doesn't appear to be the case, I attempted to follow the page about 'To set up a back-up'. It says 'click the Dropbox icon' (I did that), then it says 'click Avatar or initials in top right' (I have neither Avatar nor initials in top right, or anywhere else on the screen as far as I can see, and I certainly haven't found 'preferences' which was the next item). My initials are in the top right, but that only took me to my account, with no 'preferences'.
I'm certainly not aware of updating Dropbox.
I wish I could hand this all over to my son to sort out, but he lives over 2 hours away, so that isn't possible.
Grandma Liz
