Suspected Data Loss
This article discusses the steps to take in the event there is believed to be data loss of a backup or snapshots.
Environment 
- Datto BCDR
- Datto Endpoint Backup
- Datto Backup for Microsoft Azure
- Datto Endpoint Backup for PCs
- Datto Endpoint Backup with Disaster Recovery
Description
Please review the retention settings to confirm any 'missing' data does not fall under expected pruned data.Understanding the retention process
If data is believed to be removed incorrectly or maliciously, reach out to support with as much information as possible to begin investigating the issue. Depending on the product, what is removed and how, some recovery may be possible if the case is opened within a timely manor. To prevent any delay in the investigation please provide the following with the case submission:
- Reporter Name
- Agent affected (hostname/IP/Agent ID as applicable)
- Device Serial Number (if appplicable)
- Location of expected data (local or offsite)
- What is missing (snapshots, restore, dataset, etc)
A support engineer will reach out to verify the information, provide the findings of the investigation, and go over any options available.
Additionally, if malice is suspected, resetting user passwords in the local device and partner portal may be suggested.
