# Sketchup Web: missing project files **URL:** \ **Category:** SketchUp for Web\ **Created:** [December 15, 2019, 1:48pm UTC](https://forums.sketchup.com/t/sketchup-web-missing-project-files/111698 "2019-12-15T13:48:09Z")\ **Posts on this page:** 17\ **Page:** 1
**Author:** ![MuteMan](https://avatars.discourse-cdn.com/v4/letter/m/c4cdca/32.png) [@MuteMan](https://forums.sketchup.com/u/MuteMan)\ **Post date:** [December 15, 2019, 1:48pm UTC](https://forums.sketchup.com/t/sketchup-web-missing-project-files/111698/1 "2019-12-15T13:48:09Z")
Hi, I was working on some projects stored on the trimble connect cloud service for quite some time now, without problems. But since early this week, when I login now, some of the project files have disappeared!! What can I do to recover the files? Kind Regards. ---
**Author:** ![colin](https://sea2.discourse-cdn.com/sketchup/user_avatar/forums.sketchup.com/colin/32/70101_2.png) [@colin](https://forums.sketchup.com/u/colin)\ **Post date:** [December 15, 2019, 5:16pm UTC](https://forums.sketchup.com/t/sketchup-web-missing-project-files/111698/2 "2019-12-15T17:16:58Z")
Someone else had that problem a few days ago, and the solution was that the files had been saved under a different account. In that case the same person sas associated with three accounts. If you want to send a message to me (click on my avatar in the top left of this reply, then Message in the upper right of my profile info) with more information about who you are, I can look up to see if you have multiple accounts. ---
**Author:** ![emuvio](https://avatars.discourse-cdn.com/v4/letter/e/848f3c/32.png) [@emuvio](https://forums.sketchup.com/u/emuvio)\ **Post date:** [January 4, 2020, 6:52am UTC](https://forums.sketchup.com/t/sketchup-web-missing-project-files/111698/3 "2020-01-04T06:52:51Z")
Hi Colin, So happy to read your answer I think i am having the same issue you were describing I see that i have 2 licenses activated with same username 2 times Trimble seem unable to connect with Sketchup some how I think that there’s a glitch somewhere … I Have also a few projects that i would really want back I was testing Sketchup and was really enjoying it until this glitch i really hope we can track backs my files in trimble connect My email is [emuvio@gmail.com](mailto:emuvio@gmail.com) I connected using google gmail My projects add names like CONSTELLATIONS m108 \_V9\_TRANSPARENCE Thanks for helping It will make stay Waiting on your return F ---
**Author:** ![MikeWayzovski](https://sea2.discourse-cdn.com/sketchup/user_avatar/forums.sketchup.com/mikewayzovski/32/98346_2.png) [@MikeWayzovski](https://forums.sketchup.com/u/MikeWayzovski)\ **Post date:** [January 4, 2020, 9:45am UTC](https://forums.sketchup.com/t/sketchup-web-missing-project-files/111698/4 "2020-01-04T09:45:11Z")
there also was some maintenance planned for januari 4th, that might be connected 🙂 ---
**Author:** ![colin](https://sea2.discourse-cdn.com/sketchup/user_avatar/forums.sketchup.com/colin/32/70101_2.png) [@colin](https://forums.sketchup.com/u/colin)\ **Post date:** [January 4, 2020, 1:34pm UTC](https://forums.sketchup.com/t/sketchup-web-missing-project-files/111698/5 "2020-01-04T13:34:14Z")
I do see two subscriptions of SketchUp Free, both against the same email address. I will check with someone at the office on Monday about that. ---
**Author:** ![emuvio](https://avatars.discourse-cdn.com/v4/letter/e/848f3c/32.png) [@emuvio](https://forums.sketchup.com/u/emuvio)\ **Post date:** [January 4, 2020, 6:36pm UTC](https://forums.sketchup.com/t/sketchup-web-missing-project-files/111698/6 "2020-01-04T18:36:26Z")
Great Colin! Ouff had spent lots of energy on those mockup Let me know if i can help? PS the good account would be the one with all the Variations (around like 10 designs) The other one has only one project (you can erase it) Looking forward to login again ---
**Author:** ![colin](https://sea2.discourse-cdn.com/sketchup/user_avatar/forums.sketchup.com/colin/32/70101_2.png) [@colin](https://forums.sketchup.com/u/colin)\ **Post date:** [January 4, 2020, 10:11pm UTC](https://forums.sketchup.com/t/sketchup-web-missing-project-files/111698/7 "2020-01-04T22:11:35Z")
Unfortunately, I haven’t found a way for me to see your models, or any models for a given account. If I could do that it would make tracking down missing models a lot easier. ---
**Author:** ![emuvio](https://avatars.discourse-cdn.com/v4/letter/e/848f3c/32.png) [@emuvio](https://forums.sketchup.com/u/emuvio)\ **Post date:** [January 4, 2020, 10:43pm UTC](https://forums.sketchup.com/t/sketchup-web-missing-project-files/111698/8 "2020-01-04T22:43:44Z")
Colin the link to the trimble connect was not working! It means i lost everything? There is some serious copyright issues Why did my files gone missing? Did someone stole them? This is serious! It means that i cannot use sketchup? What if this happens again?? You guys dont have any backups? ---
**Author:** ![emuvio](https://avatars.discourse-cdn.com/v4/letter/e/848f3c/32.png) [@emuvio](https://forums.sketchup.com/u/emuvio)\ **Post date:** [January 4, 2020, 10:47pm UTC](https://forums.sketchup.com/t/sketchup-web-missing-project-files/111698/9 "2020-01-04T22:47:01Z")
Colin i have open the projects list and it seems that all my projects are back But for a reason there are not showing thumbnails - Sorry for been negative and stressed Got some magical moments with sketchup and i was afraid that they were gone … Thanks for your help ---
**Author:** ![MikeWayzovski](https://sea2.discourse-cdn.com/sketchup/user_avatar/forums.sketchup.com/mikewayzovski/32/98346_2.png) [@MikeWayzovski](https://forums.sketchup.com/u/MikeWayzovski)\ **Post date:** [January 5, 2020, 8:13am UTC](https://forums.sketchup.com/t/sketchup-web-missing-project-files/111698/10 "2020-01-05T08:13:47Z")
Cloud storage as used by Trimble on Amazon’s servers is not intended for use as ‘file storage’ Cloud stores in data on multiple servers, spread out on the Globe (57 or more) it could be encrypted, as well. Nobody knows where it is at, so nobody can steal it, but yourself with a key or token that is attached to your data. Setup a folder on a real machine and download your project, there. Control your own data. ---
**Author:** ![colin](https://sea2.discourse-cdn.com/sketchup/user_avatar/forums.sketchup.com/colin/32/70101_2.png) [@colin](https://forums.sketchup.com/u/colin)\ **Post date:** [January 5, 2020, 10:47am UTC](https://forums.sketchup.com/t/sketchup-web-missing-project-files/111698/11 "2020-01-05T10:47:30Z")
There is something odd about your account, where you have two Free subscriptions against the same email address. There is a 2 to 1 chance that you are going to sign in and be connected to the wrong subscription. It’s not supposed to work that way, and I will go over your case with a colleague tomorrow morning. ---
**Author:** ![emuvio](https://avatars.discourse-cdn.com/v4/letter/e/848f3c/32.png) [@emuvio](https://forums.sketchup.com/u/emuvio)\ **Post date:** [January 6, 2020, 3:28pm UTC](https://forums.sketchup.com/t/sketchup-web-missing-project-files/111698/12 "2020-01-06T15:28:02Z")
Hi Colin Can you please investigate the double login account issue? We need to make sure that is address quickly to avoid any future problems, Many thanks for letting me know when its fixed F PS make sure that they DONT erase any content of course ---
**Author:** ![DaveR](https://sea2.discourse-cdn.com/sketchup/user_avatar/forums.sketchup.com/daver/32/7601_2.png) [@DaveR](https://forums.sketchup.com/u/DaveR)\ **Post date:** [January 6, 2020, 3:35pm UTC](https://forums.sketchup.com/t/sketchup-web-missing-project-files/111698/13 "2020-01-06T15:35:56Z")
> [@emuvio](#): > > There is some serious copyright issues It sounds like this is a real problem for you. Are these work related files? > [@emuvio](#): > > Did someone stole them? I don’t think anyone would steal your files. ---
**Author:** ![emuvio](https://avatars.discourse-cdn.com/v4/letter/e/848f3c/32.png) [@emuvio](https://forums.sketchup.com/u/emuvio)\ **Post date:** [January 6, 2020, 3:54pm UTC](https://forums.sketchup.com/t/sketchup-web-missing-project-files/111698/14 "2020-01-06T15:54:37Z")
Hi Dave, For a reason, my account email register 2 times when i tried to login i saw my account was empty and got spook out! Colin notice the issues beeing login related Yes, those files will be work-related but still on the start-up process thanks for helping f ---
**Author:** ![DaveR](https://sea2.discourse-cdn.com/sketchup/user_avatar/forums.sketchup.com/daver/32/7601_2.png) [@DaveR](https://forums.sketchup.com/u/DaveR)\ **Post date:** [January 6, 2020, 3:56pm UTC](https://forums.sketchup.com/t/sketchup-web-missing-project-files/111698/15 "2020-01-06T15:56:24Z")
I expect Colin will be able to help you out. > [@emuvio](#): > > Yes, those files will be work-related You shouldn’t be using SketchUp Free, then. ---
**Author:** ![emuvio](https://avatars.discourse-cdn.com/v4/letter/e/848f3c/32.png) [@emuvio](https://forums.sketchup.com/u/emuvio)\ **Post date:** [January 6, 2020, 4:09pm UTC](https://forums.sketchup.com/t/sketchup-web-missing-project-files/111698/16 "2020-01-06T16:09:08Z")
Yes - its part of my plan to get the full account But first i needed to test the system and this is what happened… Didn’t brought lots of confidence when the bug appeared- i am waiting on colin follow up Minus the glitch, sketchup is great Thanks Dave ---
**Author:** ![system](https://global.discourse-cdn.com/sketchup/original/3X/f/2/f2a121500b085ed60806607a82720b092d800bb3.png) [@system](https://forums.sketchup.com/u/system)\ **Post date:** [March 16, 2020, 5:48am UTC](https://forums.sketchup.com/t/sketchup-web-missing-project-files/111698/18 "2020-03-16T05:48:14Z")
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