# Upgrading and Losing all my Files **URL:** \ **Category:** ℹ️ Support\ **Tags:** missing\_information\ **Created:** [December 18, 2023, 10:23am UTC](https://help.nextcloud.com/t/upgrading-and-losing-all-my-files/176965 "2023-12-18T10:23:26Z")\ **Posts on this page:** 7\ **Page:** 1
**Author:** ![Hello1234](https://help.nextcloud.com/letter_avatar/hello1234/32/6_22734026db12803ebb3e059622ac3534.png) [@Hello1234](https://help.nextcloud.com/u/Hello1234)\ **Post date:** [December 18, 2023, 10:23am UTC](https://help.nextcloud.com/t/upgrading-and-losing-all-my-files/176965/1 "2023-12-18T10:23:26Z")
This is the 2nd time I’ve upgraded. Both times all my files were deleted from my NextCloud account. ---
**Author:** ![bb77](https://help.nextcloud.com/letter_avatar/bb77/32/6_22734026db12803ebb3e059622ac3534.png) [@bb77](https://help.nextcloud.com/u/bb77)\ **Post date:** [December 18, 2023, 12:14pm UTC](https://help.nextcloud.com/t/upgrading-and-losing-all-my-files/176965/2 "2023-12-18T12:14:09Z")
That’s unfortunate. But I’m afraid that without any deatails about how you have set things up, no one here will be able to advise you on how to avoid this in the future. Please fill out the support template if you expect any meaningful replies to your post. > [@Support template. Please use this when you request support](https://help.nextcloud.com/t/support-template-please-use-this-when-you-request-support/137402): > > Sorry to hear you’re facing problems slightly_frowning_face Copy paste this into your post and fill as many content as possible. > > > **support intro and small formatting help** > > > > \help.nextcloud.com\ is for home/non-enterprise users. If you’re running a business, paid support can be accessed via \portal.nextcloud.com\ where we can ensure your business keeps running smoothly. In or… ---
**Author:** ![Hello1234](https://help.nextcloud.com/letter_avatar/hello1234/32/6_22734026db12803ebb3e059622ac3534.png) [@Hello1234](https://help.nextcloud.com/u/Hello1234)\ **Post date:** [December 18, 2023, 2:05pm UTC](https://help.nextcloud.com/t/upgrading-and-losing-all-my-files/176965/3 "2023-12-18T14:05:05Z")
I don’t know the details of the installation. I tried to find support online, but there isn’t anything I can find to help me with this. After losing my files two times, I uninstalled it, and I’m looking for a simpler product. Thanks. I may install it again and populate it with information that isn’t important so I can learn it. ---
**Author:** ![bb77](https://help.nextcloud.com/letter_avatar/bb77/32/6_22734026db12803ebb3e059622ac3534.png) [@bb77](https://help.nextcloud.com/u/bb77)\ **Post date:** [December 18, 2023, 2:12pm UTC](https://help.nextcloud.com/t/upgrading-and-losing-all-my-files/176965/4 "2023-12-18T14:12:16Z")
If you don’t know how to answer all the technical details of the questions in the support template, that’s fine, but at least try to describe what you did as good as you can. I mean, you must at least know roughly what you did when you first installed it, what you did to update it, and what system you did it on. ---
**Author:** ![Hello1234](https://help.nextcloud.com/letter_avatar/hello1234/32/6_22734026db12803ebb3e059622ac3534.png) [@Hello1234](https://help.nextcloud.com/u/Hello1234)\ **Post date:** [December 18, 2023, 5:11pm UTC](https://help.nextcloud.com/t/upgrading-and-losing-all-my-files/176965/5 "2023-12-18T17:11:18Z")
Some or all of the below information will be requested if it isn’t supplied; for fastest response please provide as much as you can ❤ ## system information - if you have systeminfo app installed you will find the required data on `https://{your nextcloud}/settings/admin/serverinfo` - collect anonymized system report using `https://{your nextcloud}/settings/admin/support` | | | | --- | --- | | Nextcloud version _(eg, 26.0.1)_: | `replace me` | | Operating system and version _(eg, Ubuntu 22.04)_: | `replace me` | | Apache or nginx version _(eg, Apache 2.4.25)_: | `replace me` | | PHP version _(eg, 8.1)_: | `replace me` | | Database (sqlite or MariaDB or Postgres) | `replace me` | | Docker (compose) | | | Snap | | | Is this the first time you’ve seen this error? | yes/no | ## The issue you are facing: - **Steps to replicate it:** 1. … 2. … 3. … - The output of your **Nextcloud log** in **Admin \> Logging** : ```auto PASTE HERE ``` - The output of your **config.php** file in `/path/to/nextcloud`\*\* (use `https://.../settings/admin/support` which auto-removes identifying information!): ```auto PASTE HERE ``` - for Docker/Podman list environment variables ( run “`docker inspect {container name}`”)\*\* ```auto PASTE HERE ``` - The output of your Apache/nginx/system log in `/var/log/ ____ `: - For Docker/Podman post STDOUT of the container (run `docker logs {container name}`) ```auto PASTE HERE ``` - errors in nextcloud.log in /var/www/ or as admin user in top right menu, filtering for errors. ```auto PASTE HERE ``` I uploaded the software via Softaculous. I did not have any options to select on what to use. They uploaded it to my site, which is on a Namecheap server. There was no other information when I initially downloaded it or did the upgrades. ---
**Author:** ![wwe](https://help.nextcloud.com/user_avatar/help.nextcloud.com/wwe/32/72963_2.png) [@wwe](https://help.nextcloud.com/u/wwe)\ **Post date:** [December 18, 2023, 7:51pm UTC](https://help.nextcloud.com/t/upgrading-and-losing-all-my-files/176965/6 "2023-12-18T19:51:32Z")
A post was merged into an existing topic: [Nach Update erst Verbindung verloren (mehrere Geräte), jetzt fehlen 16GB Inhalt](https://help.nextcloud.com/t/nach-update-erst-verbindung-verloren-mehrere-gerate-jetzt-fehlen-16gb-inhalt/177004/3) ---
**Author:** ![system](https://help.nextcloud.com/user_avatar/help.nextcloud.com/system/32/29333_2.png) [@system](https://help.nextcloud.com/u/system)\ **Post date:** [September 23, 2024, 1:38pm UTC](https://help.nextcloud.com/t/upgrading-and-losing-all-my-files/176965/7 "2024-09-23T13:38:50Z")
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