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Jay
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8 years ago
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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 l...
  • Jay's avatar
    8 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.

About Delete, edit, and organize

Solve issues with deleting, editing, and organizing files and folders in your Dropbox account with support from the Dropbox Community.

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If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X or Facebook.

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files!","id":"message:263257","revisionNum":5,"repliesCount":22,"author":{"__ref":"User:user:330248"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:101001013"},"conversation":{"__ref":"Conversation:conversation:263257"},"readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:263257"},"body@stripHtml({\"truncateLength\":200})":" No, we didn’t. \n   \n Now that the clickbait worked, let’s get into the meat of the article. \n   \n I know there’s a lot of frustration about how ‘Dropbox deleted all my files’. I accept it’s hard to l...","body@stringLength":"2271","rawBody":"
No, we didn’t.
\n
 
\n
Now that the clickbait worked, let’s get into the meat of the article.
\n
 
\n
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.
\n
 
\n
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:
\n
 
\n
Dropbox does not delete your files, without any user interaction on them.
\n
 
\n
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.
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Special mention - If the Dropbox folder is on an external drive
\n","body@stringLength":"5614","rawBody":"
Special mention - If the Dropbox folder is on an external drive
\n","kudosSumWeight":9,"repliesCount":6,"postTime":"2018-02-01T11:22:40.685-08:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":2,"currentRevision":{"__ref":"Revision:revision:263265_1"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":75587},"visibilityScope":"PUBLIC","isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"customFields":[],"descendants":{"__typename":"MessageConnection","edges":[{"__typename":"MessageEdge","cursor":"MjUuMXwyLjF8aXwyNXw1MjoxfGludCwyNjMyNjYsMjYzMjY2","node":{"__ref":"ForumReplyMessage:message:263266"}},{"__typename":"MessageEdge","cursor":"MjUuMXwyLjF8aXwyNXw1MjoxfGludCwyNjMyNjYsNzI4OTky","node":{"__ref":"ForumReplyMessage:message:728992"}},{"__typename":"MessageEdge","cursor":"MjUuMXwyLjF8aXwyNXw1MjoxfGludCwyNjMyNjYsNzI5MDcz","node":{"__ref":"ForumReplyMessage:message:729073"}},{"__typename":"MessageEdge","cursor":"MjUuMXwyLjF8aXwyNXw1MjoxfGludCwyNjMyNjYsNzI5Mjkz","node":{"__ref":"ForumReplyMessage:message:729293"}},{"__typename":"MessageEdge","cursor":"MjUuMXwyLjF8aXwyNXw1MjoxfGludCwyNjMyNjYsNzI5Mjk3","node":{"__ref":"ForumReplyMessage:message:729297"}},{"__typename":"MessageEdge","cursor":"MjUuMXwyLjF8aXwyNXw1MjoxfGludCwyNjMyNjYsNzI5NDg4","node":{"__ref":"ForumReplyMessage:message:729488"}}],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"CachedAsset:theme:customTheme1-1739272548535":{"__typename":"CachedAsset","id":"theme:customTheme1-1739272548535","value":{"id":"customTheme1","animation":{"fast":"150ms","normal":"250ms","slow":"500ms","slowest":"750ms","function":"cubic-bezier(0.07, 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\n

But, how can my file be deleted?

\n

 

\n
\n
A few ways actually…
\n
 
\n
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.
\n
 
\n
Secondly, when I talk about deletions, I literally mean this definition: Dropbox cannot see the file any more, so the file is deleted”.
\n
 
\n
The question you should be asking is, Why cannot Dropbox see the file? Where did it go?”
\n
 
\n
Deletions to Dropbox mean any deletions done on the site, the mobile app, third party apps, and of course the desktop app.
\n
 
\n
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.
\n
 
\n
I know you’ve heard this all before, but this is an incredibly important thing to understand.
\n
 
\n
Syncing only acts if there is something to sync. 
\n
 
\n
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.
\n
 
\n
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.
\n
 
\n
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.
\n
 
\n
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.
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Deletions with your own username and another device name
\n\n
 
\n
Deletions with your own username and another extremely similar computer name
\n","body@stringLength":"8162","rawBody":"
Deletions with your own username and another device name
\n\n
 
\n
Deletions with your own username and another extremely similar computer name
\n","author":{"__ref":"User:user:330248"},"isEscalated":null,"postTime":"2018-02-01T11:21:15.793-08:00"},"ForumReplyMessage:message:263262":{"__typename":"ForumReplyMessage","id":"message:263262","revisionNum":1,"uid":263262,"depth":4,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001013"},"conversation":{"__ref":"Conversation:conversation:263257"},"subject":"Re: Dropbox deleted all my files!","readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:263262"},"body":"
Deletions with your own username and the web
\n","body@stringLength":"10012","rawBody":"
Deletions with your own username and the web
\n","author":{"__ref":"User:user:330248"},"isEscalated":null,"postTime":"2018-02-01T11:21:50.233-08:00","parent":{"__ref":"ForumReplyMessage:message:263261"}},"ForumReplyMessage:message:263263":{"__typename":"ForumReplyMessage","id":"message:263263","revisionNum":2,"uid":263263,"depth":5,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001013"},"conversation":{"__ref":"Conversation:conversation:263257"},"subject":"Re: Dropbox deleted all my files!","readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:263263"},"body":"
Deletions by another user from any device
\n","body@stringLength":"5591","rawBody":"
Deletions by another user from any device
\n","author":{"__ref":"User:user:330248"},"isEscalated":null,"postTime":"2018-02-01T11:22:10.032-08:00","parent":{"__ref":"ForumReplyMessage:message:263262"}},"ForumReplyMessage:message:263264":{"__typename":"ForumReplyMessage","id":"message:263264","revisionNum":3,"uid":263264,"depth":6,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001013"},"conversation":{"__ref":"Conversation:conversation:263257"},"subject":"Re: Dropbox deleted all my files!","readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:263264"},"body":"
Deletions by the API
\n","body@stringLength":"7178","rawBody":"
Deletions by the API
\n","author":{"__ref":"User:user:330248"},"isEscalated":null,"postTime":"2018-02-01T11:22:24.123-08:00","parent":{"__ref":"ForumReplyMessage:message:263263"},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"Revision:revision:263265_1":{"__typename":"Revision","id":"revision:263265_1","lastEditTime":"2018-02-01T11:22:40.685-08:00"},"QueryVariables:ReplyList:message:263265:1":{"__typename":"QueryVariables","id":"ReplyList:message:263265:1","value":{"id":"message:263265","sorts":{"postTime":{"direction":"ASC"}},"useAvatar":true,"useAuthorLogin":true,"useAuthorRank":true,"useBody":true,"useKudosCount":true,"useTimeToRead":false,"useMedia":false,"useReadOnlyIcon":false,"useRepliesCount":false,"useSearchSnippet":false,"useAcceptedSolutionButton":true,"useSolvedBadge":false,"useAttachments":false,"attachmentsFirst":5,"useTags":false,"useNodeAncestors":false,"useUserHoverCard":false,"useNodeHoverCard":false,"useModerationStatus":true,"usePreviewSubjectModal":false,"useMessageStatus":true}},"CachedAsset:text:en_US-shared/client/components/users/UserAvatar-1740650493804":{"__typename":"CachedAsset","id":"text:en_US-shared/client/components/users/UserAvatar-1740650493804","value":{"altText":"{login}'s avatar","altTextGeneric":"User's avatar"},"localOverride":false},"CachedAsset:text:en_US-shared/client/components/ranks/UserRankLabel-1740650493804":{"__typename":"CachedAsset","id":"text:en_US-shared/client/components/ranks/UserRankLabel-1740650493804","value":{"altTitle":"Icon for {rankName} rank"},"localOverride":false},"CachedAsset:text:en_US-components/messages/AcceptedSolutionButton-1740650493804":{"__typename":"CachedAsset","id":"text:en_US-components/messages/AcceptedSolutionButton-1740650493804","value":{"accept":"Mark as Solution","accepted":"Marked as Solution","errorHeader":"Error!","errorAdd":"There was an error marking as solution.","errorRemove":"There was an error unmarking as solution.","solved":"Solved"},"localOverride":false},"CachedAsset:text:en_US-components/messages/LinearReplyList-1740650493804":{"__typename":"CachedAsset","id":"text:en_US-components/messages/LinearReplyList-1740650493804","value":{"title":"{count, plural, one{# Reply} other{# Replies}}","title@board:BLOG":"{count, plural, one{# Comment} other{# Comments}}","title@board:TKB":"{count, plural, one{# Comment} other{# Comments}}","title@board:IDEA":"{count, plural, one{# Comment} other{# Comments}}","title@board:OCCASION":"{count, plural, one{# Comment} other{# Comments}}","noRepliesTitle":"No Replies","noRepliesTitle@board:BLOG":"No Comments","noRepliesTitle@board:TKB":"No Comments","noRepliesTitle@board:IDEA":"No Comments","noRepliesTitle@board:OCCASION":"No Comments","noRepliesDescription":"Be the first to reply","noRepliesDescription@board:BLOG":"Be the first to comment","noRepliesDescription@board:TKB":"Be the first to comment","noRepliesDescription@board:OCCASION":"Be the first to comment","noRepliesDescription@board:IDEA":"Be the first to comment","messageReadOnlyAlert:BLOG":"Comments have been turned off for this post","messageReadOnlyAlert:TKB":"Comments have been turned off for this article","messageReadOnlyAlert:IDEA":"Comments have been turned off for this idea","messageReadOnlyAlert:FORUM":"Replies have been turned off for this discussion","messageReadOnlyAlert:OCCASION":"Comments have been turned off for this event"},"localOverride":false},"CachedAsset:text:en_US-shared/client/components/nodes/NodeAvatar-1740650493804":{"__typename":"CachedAsset","id":"text:en_US-shared/client/components/nodes/NodeAvatar-1740650493804","value":{"altTitle":"Node avatar for {nodeTitle}"},"localOverride":false},"CachedAsset:text:en_US-shared/client/components/nodes/NodeDescription-1740650493804":{"__typename":"CachedAsset","id":"text:en_US-shared/client/components/nodes/NodeDescription-1740650493804","value":{"description":"{description}"},"localOverride":false},"ModerationData:moderation_data:263266":{"__typename":"ModerationData","id":"moderation_data:263266","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:263266":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:330248"},"id":"message:263266","revisionNum":1,"uid":263266,"depth":8,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001013"},"parent":{"__ref":"ForumReplyMessage:message:263265"},"conversation":{"__ref":"Conversation:conversation:263257"},"subject":"Re: Dropbox deleted all my files!","moderationData":{"__ref":"ModerationData:moderation_data:263266"},"body":"As you can see from the above, there are a lot of various ways that your files are susceptible to deletion. I’m certain there must be some other exceptionally rare instances that I haven’t covered here, and if I do recall them, I’ll edit my posts accordingly.

Hopefully this wasn’t too boring, but educational instead. We treat your data well, and are always hurt when you suggest we deleted it for no reason. Keep the above in mind to avoid losing any of your files, and your syncing days will continue peacefully.","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":11,"postTime":"2018-02-01T11:22:53.469-08:00","lastPublishTime":"2018-02-01T11:22:53.469-08:00","metrics":{"__typename":"MessageMetrics","views":75595},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001013/message:263257/message:263266","repliesCount":5,"readOnly":true,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"User:user:1765884":{"__typename":"User","id":"user:1765884","uid":1765884,"login":"JaMaL69","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2023-11-12T10:27:25.475-08:00"},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://www.dropboxforum.com/t5/s/mxpez29397/m_assets/avatars/default/avatar-4.svg?time=0"},"rank":{"__ref":"Rank:rank:44"},"entityType":"USER","eventPath":"community:mxpez29397/user:1765884"},"ModerationData:moderation_data:728992":{"__typename":"ModerationData","id":"moderation_data:728992","status":"UNMODERATED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:728992":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:1765884"},"id":"message:728992","revisionNum":1,"uid":728992,"depth":9,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001013"},"parent":{"__ref":"ForumReplyMessage:message:263266"},"conversation":{"__ref":"Conversation:conversation:263257"},"subject":"Re: Dropbox deleted all my files!","moderationData":{"__ref":"ModerationData:moderation_data:728992"},"body":"

Thank you for explaining all this, however it does NOT cover all possible cases of deletion. I have lost many files FROM INSIDE MY FOLDERS ON MY PC (hundreds of precious photos, videos, and music files!) and yet NONE of the things you describe happened or were done. I was using Backup and it was on Pause (at only 7% complete) and all I did was try to delete that Backup from my Taskbar interface with Dropbox. Bizarrely, this didn't delete the Backup but I then discovered that it DID delete many of my files not only ON DROPBOX but also ON MY COMPUTER! These files could not be found in my Recycling bin, nor in Dropbox Restore, nor could the deletions be found under the Dropbox Events. I'm praying you guys have some way of restoring these lost files to me! I currently have a Ticket in with support but I'm not optimistic that a happy resolution will be provided. So far they have no idea how this happened 😞 Anyway, I just wanted to say here that you have in fact NOT covered all the possible causes of deletion.  

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Hi JaMaL69, I hope you're doing well!

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Can you share your ticket number reference of your communication with our Support, with me?

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Keep me posted!

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"169","kudosSumWeight":0,"postTime":"2023-11-13T01:31:21.821-08:00","lastPublishTime":"2023-11-13T01:31:21.821-08:00","metrics":{"__typename":"MessageMetrics","views":947},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001013/message:263257/message:729073","repliesCount":3,"readOnly":true,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:729293":{"__typename":"ModerationData","id":"moderation_data:729293","status":"UNMODERATED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:729293":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:1765884"},"id":"message:729293","revisionNum":1,"uid":729293,"depth":11,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001013"},"parent":{"__ref":"ForumReplyMessage:message:729073"},"conversation":{"__ref":"Conversation:conversation:263257"},"subject":"Re: Dropbox deleted all my files!","moderationData":{"__ref":"ModerationData:moderation_data:729293"},"body":"

Hi Megan, so I actually have had two different Tickets on this issue:

First was #22800954 and now it's #22895114

Any help/insight you might also offer would be hugely appreciated!

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"183","kudosSumWeight":0,"postTime":"2023-11-13T15:35:27.288-08:00","lastPublishTime":"2023-11-13T15:35:27.288-08:00","metrics":{"__typename":"MessageMetrics","views":379},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001013/message:263257/message:729293","repliesCount":2,"readOnly":true,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"User:user:364291":{"__typename":"User","id":"user:364291","uid":364291,"login":"Walter","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2017-02-27T06:16:58.288-08:00"},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://www.dropboxforum.com/t5/s/mxpez29397/images/dS0zNjQyOTEtMjM5ODhpMUE2QTdDRTAyMDcwQTY1MA"},"rank":{"__ref":"Rank:rank:26"},"entityType":"USER","eventPath":"community:mxpez29397/user:364291"},"ModerationData:moderation_data:729297":{"__typename":"ModerationData","id":"moderation_data:729297","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:729297":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:364291"},"id":"message:729297","revisionNum":1,"uid":729297,"depth":12,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001013"},"parent":{"__ref":"ForumReplyMessage:message:729293"},"conversation":{"__ref":"Conversation:conversation:263257"},"subject":"Re: Dropbox deleted all my files!","moderationData":{"__ref":"ModerationData:moderation_data:729297"},"body":"

Hey JaMaL69 - sorry to jump in here and thanks for the ticket numbers.

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I found them in our system and I can see that they're both closed now. Have you tried opening a new ticket about this issue or creating a follow up via your older tickets directly?

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Hi Walter, thanks but I'm still in process of resolving this through email with a support person 🙂

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