Google Drive users report missing files: What you need to know

Image: Google

Some Google Drive users have reported that their files have disappeared from the cloud service without explanation. Google says it is aware of the issue and is working to fix it as soon as possible. The problem seems to affect a “limited subset” of users who have the Google Drive for desktop app versions 84.0.0.0 through 84.0.4.0.

One of the affected users said they lost all of their Google Drive data since May and contacted Google’s support team for help. However, the data recovery process that the support team suggested did not work, and the user was unable to restore their files.

The support thread has attracted 192 users who have the same question and several comments from others who have experienced the same issue. Some users said they could not find any traces of their files on their devices or online, and others said Google asked them to send their drive diagnostic data for investigation.

A Google Drive team member named Saitej posted a warning on the thread and advised users not to do the following actions until the issue is resolved:

• Do not click “disconnect account” in the Google Drive for desktop app.
• Do not delete or move the app data folder, which is located in:

Windows: %USERPROFILE%\AppData\Local\Google\DriveFS 

macOS: ~/Library/Application Support/Google/DriveFS

Saitej also recommended users make a backup copy of the app data folder and save it in a different location, just in case.

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