Requesting a File Restore from PreVeil Support: Steps and Information Needed
How to Request a File Restore from PreVeil Support
If you've experienced accidental file deletion in PreVeil Drive, our Support team can perform a backend restore of your files. This article explains what to check before opening a ticket, what information we need from you, and what to be aware of during the restore process.
Before You Contact Support: Check the Trash
Deleted files are moved to the PreVeil Trash and can often be restored by you directly, without needing Support involvement.
Scope | Action | Details | |
|---|---|---|---|
| 1 | Personal files | Restore from Trash | Open your Trash at |
| 2 | Shared folder files | Check the operator's Trash | Deletions from a shared folder go to the operator's Trash, not the owner of the folder. The actor who deleted the files from the shared folder should check their own Trash to restore the items. |
If the files are not recoverable from Trash — for example, they have been purged, or the deletion was widespread, and self-restore is impractical — proceed with a Support ticket.
Identifying Who Deleted the Files and When
Before opening a ticket, it's very helpful to determine who performed the deletion and when it occurred. You have three ways to do this:
Method | Description | Details |
|---|---|---|
Individual user activity logs | Review personal activity | Any member of a shared folder can review their own activity at |
Organization-wide activity logs | Admin view across users | Organization-wide activity logs. Organization administrators can view activity across all users at |
Data Export (CSV) | Export and search | For larger investigations, administrators can export the activity logs and search them in Excel. See the Data Export documentation for instructions. |
Information Support Needs From You
To perform a file restore — especially a mass restore — please include the following in your ticket:
Item | Details |
|---|---|
Date and time | The deletion occurred (as precisely as possible) |
Names and paths | Of the files affected |
Type of item | — individual file, folder, or shared folder |
URL of the parent folder | so we can extract the collection ID (the hash portion of the URL) |
URL collection extraction steps | Go to http://127.0.0.1:4003/drive, navigate to the folder, select the address bar, copy the full URL |
Key menu logs | Key menu logs from the affected user's PreVeil client |
Shared folder actor email | If a shared folder is involved, the user account email address responsible for the deletion |
The more of this you can provide up front, the faster we can begin the restore.
What to Be Aware Of
A few important things to keep in mind while your restore is in progress:
Consideration | Guidance |
|---|---|
Do not recreate the files in their original location | Doing so will cause a name conflict when the restore runs and may block or complicate the recovery. |
Restores take time | Depending on the number of files involved, identifying, staging, and restoring the data can take anywhere from several minutes to a full day. We'll keep you updated. |
If the cause of the deletion is unknown | Review the activity logs to identify the source. If deletions are ongoing or appear to be coming from a specific device, consider locking that user's device from the Admin Console to prevent further loss while we investigate. |
After the restore completes | If the restored data does not appear, check the Shared section. In some cases, the folder needs to be re-added from there. |
Opening the Ticket
Please submit your restore request through the standard PreVeil Support channel and include all of the information listed above. If you're missing some of it, still open the ticket — we can help you gather what's needed, but having the core details up front significantly shortens the resolution time.