What to tell us
- The device and storage type
- Accidental deletion, damage or failure symptoms
- What was running when the loss occurred
- Available backups and the data that matters most
Preserve the available recovery options
Explain what data is missing, the device or service where it was stored and the last time it was accessible. Deleted files, an inaccessible account and a physically damaged drive are different situations. Include any known backup locations, but keep private files and access credentials out of the initial inquiry.
If a drive is making unusual noises or repeatedly disconnecting, stop using it and request an assessment before trying repeated scans or reinstalling software. Recovery possibilities depend on the condition of the storage and what happened afterward. The assessment should establish the next step and any need for specialist recovery work.
Before we get started
Do not install recovery software onto the affected storage or save new data there. Recovery feasibility, specialist requirements and costs depend on assessment; successful recovery cannot be promised.