Re: Deleted Backup Files not able to be restored

DeSandoPhoto · ‎11-24-2023

I have all my photos and lightroom catalogue that has disappeared from my external hard drive, but are in deleted folders in my backup of the external hard drive to dropbox. When I open the deleted folder and choose to restore all files, a small red error message with 'there was a problem completing this request' pops up and nothing further happens.

Please help as I am desperate to access and restore all my photos. Thank you

Nancy · ‎11-26-2023

Thanks for posting on the forum, @DeSandoPhoto!

Have you tried restoring these files via a different browser? Does the same error appear then?

Can you restore a couple of them individually, and if this doesn't work try via your Events page instead?

If none of this resolves the issue, please send me a screenshot of the error you’re receiving.

Keep me in the loop.

Nancy
Community Moderator @ Dropbox
dropbox.com/support

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DeSandoPhoto · ‎11-27-2023

Hello Nancy,

I have tried a different browser and it still does the same thing. When I open the deleted files and ask for all folders to be restored I get the error message on the screenshot attached. This comes up in other browsers too. Can all my deleted files be restored please. I would never have deleted them!

I have also tried the events page but there is nothing relating to these files being deleted on there.

Hannah · ‎11-27-2023

Hey @DeSandoPhoto, did you find these folders by using the "show deleted files" option?

If so, can you try the deleted files page instead and let me know if you can see and restore them from there?

Hannah
Community Moderator @ Dropbox
dropbox.com/support

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Mark · ‎11-27-2023

@DeSandoPhoto

How long ago does it show they were deleted? www.dropbox.com/events may give a clue as to that.

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DeSandoPhoto · ‎11-27-2023

Hi Mark,

It happened on 3/11 but on the events it doesn't show anything corresponding with this or any backup activity. It seems to only show files etc that are directly uploaded or deleted within dropbox, not backup activity.

Hannah · ‎11-27-2023

Thanks for checking, @DeSandoPhoto.

Have you tried reaching out to our support team about this? They should be able to help you restore your files.

Just let us know the ticket number for your communication, so we can look it up in our system as well.

Hannah
Community Moderator @ Dropbox
dropbox.com/support

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DeSandoPhoto · ‎11-28-2023

I have lodged a ticket. They are not showing up in the deleted items folder, only when you go to the deleted items through the backup menus. They were only deleted on 18/11 so not even 30 days. I am hoping that I will get prompt follow up.