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I need help recovering pictures on a samsung galaxy 7
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Hi Mary,
Thank you for choosing Experthelp
Im happy to assist you here,
Can you tell me what happen to the photos?
Did you accidentally deleted some photos?
Please let me know your response by typing in the box above and clicking on the blue send response to post it.
They were accidently deleted.
I see,
The phone does not have a retrieval option to get the deleted photos back.
But there are software for the computer that I can help you retrieve deleted photos from it.
We might need a computer to complete this, Do you have a computer available?
Yes, I am actually on drive google.com web page. It keeps telling me the photos are on the way. It's been two days.
I see,
We have a remote support option for $20 onetime,
This will let us perform a screenshare,
Should we proceed?
Can you tell me what to try doing before we proceed to screenshare.
First your account cannot be accessed from anywhere else aside from computer, So we will use remote to check the drive. I need to see if there is anything unusual or if the photo's are really backed up.
Second,
We can use a file retrieval tool on your computer to retrieve all photos deleted.
One question first, If the drive says 0 bytes in storage, does this mean the photos were not backuped.
Yes If the Google drive says 0 bytes then it means no files were copied there as back up
So there is no way to retrieve them, correct?
Using the google Drive there might be a way with that, What we could do is to use a file retrieval tool.
Using the google Drive it seems like a dead end with that,
What we could do is to use a file retrieval tool.
Let's try it.
Ok tell me what computer are you using? Windows mac?
Windows
Expert Notes:
Performed Remote
Phone cannot mount as Mass storage.
Accessed icloud and found no back up.
Informed customer about data recovery services offered by local tech.
Customer agreed.
Answer Accepted/
Dear Mary, It was a pleasure helping you with your Tech issue today. Here is a summary of the resolution.
Issue identified : Photo Retrieval
Solution Implemented : Call customer
Verified Cloud was not synched.
MMC cannot mount as Lass storage.
Advised customer to have a data retrieval procedure
Customer agreed.
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