Support roll back files version

👋 Hi ​@mk1412, welcome to the Box Community!

We’d like to ensure that your concern is something Box Support can assist with. Could you please help us by answering the following questions:

• Which Box apps (e.g., Box Drive, Box Sync, mobile app, or Box Web) were in use when the files were affected?

• Have you checked your files through the Box Web App to see if the older, unencrypted versions are still available?

• Can you confirm whether the affected files were stored in Box or only on your local device when the virus attack occurred?

Looking forward to hearing from you. 😊

Hi,

Yesterday morning all my file still available online in web and due to my account being flood with new encrypt file then the 100GB threshold is over. When I checked, all the files have older version of encrypt file. Later in the morning I upgrade the account to get more storage and after that upgrade, all my files are gone.

The virus encrypted all the file on my local computer but data on my local is copied to Box folder everyday at 5pm (gmt+7) but somehow the virus activate the copy engine at 10pm and it loaded all to Box.

Hello ​@mk1412, this issue would require further troubleshooting to identify the root cause. In some cases, we may need to ask account-specific questions to help resolve your concern (e.g., file/folder path, logs, etc.)
 

Kindly submit a support ticket, and our Product Support team will follow up via email and assist you in resolving the issue.

Thank you for your patience, and we look forward to resolving this matter promptly. 😊