Bullguard Backup: 3 GB of files are "missing" but freespace calcuation seems to think they

Posted 8/31/2014 8:01 AM
#97569
User avatar

J Moore Advanced member

Date Joined Nov 2016
Total Posts: 33
Hi,

My "My drive information" is showing Free space: 1.93 GB / 5 GB. Which is what I expect, as I have previously stored roughly 3GB of info there. But when browsing this area via the Bullguard account page, there are no files ! My backup seems to be missing, but still taking up space.

There are 3 devices:
UNITY
Home
Recycle Bin

Even when selecting "show previous versions" I do not see any files "This folder is empty" is reported.

I'm actually not too bothered that my files appear missing, as I only use this area as a scratch pad. But of course this problem is really bad. What I wish to do is at least complete empty the backup area so that I can use it again. I'm not able to delete anything (because there is nothing to delete).

How can I fix my backup area ?
Posted 8/31/2014 6:57 PM
#97571
User avatar

Robert Mateescu Advanced member

Date Joined Nov 2016
Total Posts: 427
Hi J Moore,

Please access your Online Drive from the "My Account" section and select "Recycle Bin" from the "Select device" drop-down menu.
Check the "Show previous versions" box and delete all files from there.


Cheers!
Robert Mateescu
Senior Support Technician EN
[url]support@bullguard.com[/url]
www.bullguard.com

Download the Free Trial version of BullGuard Internet Security

You have a BullGuard related problem? Contact our Support team directly via Live Chat for immediate assistance: http://www.bullguard.com/support.aspx!
Posted 8/31/2014 7:23 PM
#97572
User avatar

J Moore Advanced member

Date Joined Nov 2016
Total Posts: 33
Hi,

I've tried this already. It doesn't mater what device I pick, and also I'm selecting show previous versions. All devices/folders are empty. I've attached a screen shot to show you. My files have "gone", but they are there somewhere, because 3GB is used up.

Please either "reset" my backup area, so that I have the full 5GB, or at least allow me to "see" my files so I can delete them myself. Thanks.
Post attachments:
recyclebin.jpg
Posted 8/31/2014 11:20 PM
#97573
User avatar

Robert Mateescu Advanced member

Date Joined Nov 2016
Total Posts: 427
Hello,


Can you provide me with your BullGuard username (in a private message) so I can check your account and see what exactly is happening?

Thanks.
Robert Mateescu
Senior Support Technician EN
[url]support@bullguard.com[/url]
www.bullguard.com

Download the Free Trial version of BullGuard Internet Security

You have a BullGuard related problem? Contact our Support team directly via Live Chat for immediate assistance: http://www.bullguard.com/support.aspx!
Posted 9/13/2014 12:01 PM
#97598
User avatar

J Moore Advanced member

Date Joined Nov 2016
Total Posts: 33
Hi,

I still have 3.1GB of files I can't access or delete, or even "see". I sent you a PM. Anyone have an update ? I'd like to be able to use the Backup space again, and at least need to be able to delete what I can't access at the moment.
Posted 9/13/2014 3:08 PM
#97601
User avatar

Robert Mateescu Advanced member

Date Joined Nov 2016
Total Posts: 427
I have not received any PM.
Please try again or contact the Support Team directly.
Robert Mateescu
Senior Support Technician EN
[url]support@bullguard.com[/url]
www.bullguard.com

Download the Free Trial version of BullGuard Internet Security

You have a BullGuard related problem? Contact our Support team directly via Live Chat for immediate assistance: http://www.bullguard.com/support.aspx!
Posted 9/17/2014 10:07 AM
#97619
User avatar

J Moore Advanced member

Date Joined Nov 2016
Total Posts: 33
It seems the PM functionality isn't working. Every time I write a message and submit, the web page just jumps to the Forum title page !
Posted 9/17/2014 10:12 AM
#97620
User avatar

J Moore Advanced member

Date Joined Nov 2016
Total Posts: 33
I've sent an email to support now.
Posted 9/17/2014 12:44 PM
#97622
User avatar

Robert Mateescu Advanced member

Date Joined Nov 2016
Total Posts: 427
Hi J Moore,

It indeed appears that the PM system does not work in some conditions.
I have escalated the issue to the server team.

Thank you!
Robert Mateescu
Senior Support Technician EN
[url]support@bullguard.com[/url]
www.bullguard.com

Download the Free Trial version of BullGuard Internet Security

You have a BullGuard related problem? Contact our Support team directly via Live Chat for immediate assistance: http://www.bullguard.com/support.aspx!
Posted 9/24/2014 8:23 PM
#97649
User avatar

J Moore Advanced member

Date Joined Nov 2016
Total Posts: 33
Hi,

Do you have an update for me ? I still only have 1.93 GB free of 5 GB, and my backed up files are missing.

I've sent my user ID to support in an email, which is now over a week ago ...
Posted 9/27/2014 2:53 PM
#97655
User avatar

Robert Mateescu Advanced member

Date Joined Nov 2016
Total Posts: 427
Hi J Moore,

Let me know if the issue still persists.
Robert Mateescu
Senior Support Technician EN
[url]support@bullguard.com[/url]
www.bullguard.com

Download the Free Trial version of BullGuard Internet Security

You have a BullGuard related problem? Contact our Support team directly via Live Chat for immediate assistance: http://www.bullguard.com/support.aspx!
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