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I lost my desktop files on my MacBook Pro. I downloaded some…

Customer Question
I lost my desktop...

I lost my desktop files on my MacBook Pro. I downloaded some supposedly free software that actually cost 50.00 and implanted MacKeeper. I just want to find my old desktop files. Then make sure all the MacKeeper file are off my system.

Technician's Assistant: What Operating System (OS) are you running on your MacBook Pro?

High Sierra v 10.13.1

Technician's Assistant: Which software or app can I help with?

I want you to tell me how to find my lost desktop files. that's all

Technician's Assistant: What have you tried so far with your software?

I don't remember. Is there 1 that is free that will not download MacKeeper?

Submitted: 7 months ago.Category: Mac
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Customer reply replied 7 months ago
Is anyone there?
Answered in 10 minutes by:
12/3/2017
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago
Ashik
Ashik, Mac Technician
Category: Mac
Satisfied Customers: 12,357
Experience: Bachelor of Computer Application (BCA), 9+ Years of Experience in troubleshooting Macs, iPhone, iPad, iPod etc
Verified

Hi and Welcome. My Name is ***** ***** I look forward to assisting you today with your question.

MacKeeper is a malware and not sure what other malware you install. What caused the files to disappear ? I mean, did this happen after update, changing any account related setting etc ?

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Customer reply replied 7 months ago
Maybe after an update. I want to focus on finding my desktop files first. If you google, solutions are offered but not with my current ISO version.
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago

If you setup iCloud account on it, then your desktop should be linked to iCloud. Go to Apple > System Preferences > iCloud. Click iCloud Drive and is the Desktop and Document option enabled there ?

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Customer reply replied 7 months ago
looking
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago

Also, check www.icloud.com and check iCloud Drive there.

Sometimes when the Mac lose connection with iCloud, it will cause the Documents and Desktop to disappear

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Customer reply replied 7 months ago
Desktop and Document Option is checked
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago

We're not scammers. This is JustAnswer.com, a paid support site --> https://www.bbb.org/greater-san-francisco/business-reviews/answering-service/justanswer-in-san-francisco-ca-82403

And you are going to get a lot of those virus related messages and scams because you installed a malware itself on your Mac. Until you remove those malwares, you will get those frequent pop ups, ads, phishing messages etc

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Mac Support Specialist: Ashik, Mac Technician replied 7 months ago

Goto www.icloud.com and check iCloud Drive there. Do you see your files there ?

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Customer reply replied 7 months ago
The files are no on my iCloud drive on the desktop folder or in documents.
Customer reply replied 7 months ago
They have to be on the hard drive. How can I find them?
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago

Are you sure you are logged in to the correct user account ?

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Customer reply replied 7 months ago
Unless the desktop files went somewhere else. I keep asking you if I can find them on my Mac itself. I would like to do that now.
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago

Search any file name in Spotlight and does it show anything ?

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Customer reply replied 7 months ago
I can't find Spotlight in my apps now
Customer reply replied 7 months ago
Is there no simple way to do this?
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago

Spotlight is the search (magnifier icon) at top right of your screen. Click it and type the name of any file that was on desktop. If it is anywhere on Mac, then it will show there

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Customer reply replied 7 months ago
Not there
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago

It is very strange that they just disappear without any reason. Did you use any cleaning program ?

Go to Apple > System Preferences > Users and Groups. How many accounts do you see there ?

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Customer reply replied 7 months ago
I did it and not there
Customer reply replied 7 months ago
I used spotlight
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago

Did you use any kind of cleaning program prior to this issue ?

Go to Apple > System Preferences > Users and Groups. How many accounts do you see there ?

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Customer reply replied 7 months ago
Are you searching?
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago

I'm not searching. I don't have access to your Mac. I'm waiting for the answer for the questions I asked.

Did you use any kind of cleaning program prior to this issue ?

Go to Apple > System Preferences > Users and Groups. How many accounts do you see there ?

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Mac Support Specialist: Ashik, Mac Technician replied 7 months ago

I'm not searching. I don't have access to your Mac. I'm waiting for the answer for the questions I asked.

Did you use any kind of cleaning program prior to this issue ?

Go to Apple > System Preferences > Users and Groups. How many accounts do you see there ?

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Customer reply replied 7 months ago
I have Mine and Admin
Customer reply replied 7 months ago
No Mine (Peggy) and Guest
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago

I'm afraid I'm not sure what happened. Desktop folder of system and it can't be deleted easily. Do you have any cleaning program installed ? Like CleanMyMac, AdvancedCleaner etc

Also, do you have Time Machine backup running ?

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Customer reply replied 7 months ago
I didn't. Do you recommend CleanMymac. I'll check if Time Machine is running.
Customer reply replied 7 months ago
I can't tell if time machine is running
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago

No, I would not recommend any kind of cleaning programs. I've seen that these kind of cleaning program deleted users files without any warning. That is why I asked.

Go to Apple >System Preferences > Time Machine and what do you see there ?

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Customer reply replied 7 months ago
I see that it is not checked so I guess it's not running.
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago

Did you mean it is not turned on ?

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Customer reply replied 7 months ago
I guess.
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago

In Finder, click on Go menu and select Home. Check all folders there. Do you see anything ?

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Customer reply replied 7 months ago
Where is menu and home?
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago

You will see Go menu in the top bar (in Finder) next to File, Edit etc menus. You will see Home in Go menu

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Customer reply replied 7 months ago
I can't find Menu
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago
Ask Your Own Mac Question
Customer reply replied 7 months ago
Did it. File not there.
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago

Did you lose any other files ? From pictures or documents folder ?

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Mac Support Specialist: Ashik, Mac Technician replied 7 months ago

Go to Go menu > Home again, now select Desktop folder and press Command and I keys on keyboard. What is the size of desktop folder there ?

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Customer reply replied 7 months ago
I have to go to church. Can we finish this later?
Mac Support Specialist: Ashik, Mac Technician replied 7 months ago

Yes, add a bookmark of this page or add this page to your favorites, so you can get back to me later.

Best Regards,

Ashik

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