If Insync is involved in unexpected deletions of files on Drive web or on your computer, please report it to us right away for investigation and a fix.

Here's how to 1) recover your files and 2) report the issue to Insync.

Retrieve Your Files

On Google Drive or OneDrive web

The first place to search for missing files on Google Drive or OneDrive is in the Trash. You may simply restore the items to recover them.

Insync does not delete your files permanently and only moves them to the Trash folder. Files are only in danger of being permanently deleted if you clear your Drive Trash.

Some causes of unexpected trashing of files include:

  • Deleting items that you have just selectively-unsynced. Currently, Insync syncs all changes in the Insync folder to Google Drive, which includes deletions (even of unsynced items). For now it would be best to wait and allow Insync to remove the unsynced items.

On your computer

When files are trashed, deleted, or unshared remotely (i.e., on Drive or on another computer syncing to Drive), Insync moves the deleted files into your system trash.

IMPORTANT: Note that selectively unsynced items are removed right away instead of being moved to the system trash folder. This is because the items remain on Drive anyway, and when selectively unsyncing items, it is assumed that you want to free up local disk space.

Troubleshoot and Report to Insync

If you encounter this issue, please send an email to support@insynchq.com containing:

  • A description of what happened, and any prior actions before the issue occurred. Did the files get deleted on Drive, on your computer, or in both places? Are you running Insync on any other computers with the same account, or are you collaborating on the affected files with others that use Google Drive or Insync on their computers?

  • Examples of unsolicited file deletions (complete file paths)

  • Please also compress, upload, and share with us the following: logs.db 

  • Please include the following: out.txt, data folder, and live folder

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