Can't find files after replacing a device
Overview
If you don’t see your files in the Restore Files browser after using the Code42 app’s replace device feature, it is typically because those files weren’t transferred to your device first. If this is the case, those files are retained in your backup as deleted files. To ensure those files aren’t lost unintentionally, download them to your current device as soon as possible by following the steps below.
Considerations
This article assumes that you have permission to change the deleted file retention settings. However, your administrator may lock these settings.
Under the hood
When you replace a device, all of the Code42 app's settings from that device are applied to the new device, including your backup file selection. If the Code42 app can't find the files on your current device, then they are marked as deleted files.
For example, assume you selected the folder C:\Users\John as your backup file selection on a previous device. When you replace this device with a new device:
- The Code42 app scans the folder C:\Users\John.
- Since the files weren't downloaded before replacing the device, the Code42 app doesn't find the files, and they are marked as "deleted".
- At this point, if you look in the Code42 app under Restore Files, most or all of your files don't display by default. However, you can still download these files as long as you follow the steps below.
Solution
Step 1: Optimize your file retention settings
Begin by optimizing your deleted file retention setting. If you are unable to edit this setting, contact your administrator.
- Sign in to the Code42 console.
- Select Devices > Active.
- Click the name of your device.
- Select Edit from the action menu.
- Click Backup or Backup Sets.
If your administrator has enabled backup sets, this tab is named Backup Sets. - Under Frequency and Versions, move the slider for Remove deleted files to Never.
- Click Save.
Even if the file paths for your files have changed on your new device, do not deselect any file or folder paths from your old device at this time. Deselecting files and folders permanently removes files from your backup archive. Instead, download your files using the instructions below, then follow the instructions for adding files to your backup file selection and deselecting folders and files.
Step 2: Download your files
Download the files from a date before you replaced your device. Alternatively, you can download all deleted files.
To ensure the safety and integrity of your data, store a copy of files you want in your backup on your device. Files retained as deleted files in your backup, but not stored on your device, have a higher risk of unintentional data loss:
- Deleted files are not visible in your backup file selection, making them easier to remove accidentally. Files removed from your backup file selection are permanently removed from your archive.
- Deleted files may be permanently removed from your backup during archive maintenance, based on your file retention settings.
Option 1: Download files from a date prior to replacing device
The Code42 app allows you to download a "snapshot" of your file selections from a time before the Code42 app identified them as deleted.
- Open the Code42 app.
- Go to a list of your backed-up files:
- Click As of Today to open the date and time selection window.
- Select a date and time prior to replacing your device or drive.
- Select files to download.
- Click Restore Files.
- Proceed to Step 3 to verify your backup file selection.
Option 2: Download all deleted files
Choose this option if you do not remember the last date that you had a file, or did not download files using the above method.
Proceed to Step 3 to verify your backup file selection.
Step 3: Add folders to backup file selection
Now check your backup file selection to make sure your previous device and current device are included. If you used the replace device wizard to replace your device, then your file selection should be automatically updated to include both your previous and current device.
Adding your new folders to your backup file selection is important because:
- You transferred the settings, including backup file selection, from your previous device. However, the folder locations on your new device may be different.
- Your device user name may have changed, which increases the likelihood that files are now stored in different folders.
- You may have downloaded files to locations that differ from their location on your previous device.
If you wish to remove folders or files, see Step 4: Deselect files and folders.