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CN United's avatar
CN United
Copper Contributor
May 04, 2018

Files & Folders in Sharepoint can't be recovered by Microsoft

Hi, I hope it's fine to ask this question. We bought an Office 365 years ago. We stored a lot of files (thousands files & folders) in Sharepoint. Last week, all of our files and folders went missing...
office 365
sharepoint
jcgonzalezmartin's avatar
jcgonzalezmartin
MVP
May 04, 2018
Have you asked support to take a backup of the day before the problem and restore it? This is something you can ask to support this...the downside is that you will loose any data added from the date you are asking to restore the backup
  • CN United's avatar
    CN United
    Copper Contributor
    May 04, 2018
    Yes, i asked the support to restore the data. But they can't since there's no trace of data deletion. Within 14 days but last week was the missing date. This is their response:
    I would like to inform you, that we have checked on our backend and Pulled up the change log from 15th of April and there were 1034 changes made since then. But, there is only 1 delete activity found related to file/folder/item. Therefore, nothing was deleted post 15th April and we don’t have PITR coverage beyond 14 days. We could have done a recycle bin restore at the backend. But, there is nothing in the backend recycle bin too. So, we won’t be able to recover any files for you.
  • Steven Collier's avatar
    Steven Collier
    MVP
    May 04, 2018

    Does the site still exist ? Checked the recycle bin ?

     

    In the admin centre, in Security and Compliance can you do a log search to see when / who deleted them and ask for a restore from before that.

     

    I would strongly recommend moving quickly, Microsoft support don't offer restores as part of normal service, but do have data for a short period, only a couple of weeks as far as I know.

    • CN United's avatar
      CN United
      Copper Contributor
      May 04, 2018
      The site still exists. Microsoft checked the backend recycle bin also not found any trace. Here is their reply:
      I would like to inform you, that we have checked on our backend and Pulled up the change log from 15th of April and there were 1034 changes made since then. But, there is only 1 delete activity found related to file/folder/item. Therefore, nothing was deleted post 15th April and we don’t have PITR coverage beyond 14 days. We could have done a recycle bin restore at the backend. But, there is nothing in the backend recycle bin too. So, we won’t be able to recover any files for you.
      • jeffmedford's avatar
        jeffmedford
        Icon for Microsoft rankMicrosoft
        May 04, 2018

        CN United - your best option is to work with support on this ticket/case as this community might be able to help you find resources/articles/scripts to see what is going on, but Support really should own this.  Can you private message me your case # and the support person you are working with?  I can at least help to internally track this down and get whatever detail I can.  But I would continue working with support if I were you to get to a resolution.

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