‘We have paused the rollout of the Windows 10 October 2018 Update (version 1809)* for all users as we investigate isolated reports of users missing some files after updating,’ Redmond wrote in a Saturday update on its support page.
«We have fully investigated all reports of data loss, identified and fixed all known issues in the update, and conducted internal validation,» Windows Servicing and Delivery Director of Program Management John Cable wrote in a blog post .
The company said «a very small number of users» lost files due to the old, buggy update, but acknowledged that «any data loss is serious.»
«This occurred if Known Folder Redirection (KFR) had been previously enabled, but files remain in the original ‘old’ folder location vs being moved to the new, redirected location,» Cable explained. KFR is the process of redirecting Windows files like Desktop, Documents, Pictures, Screenshots, etc. from their default location (c:\users\username\) to a new one.
The buggy code deleted the old folder location, leaving just the new one. Microsoft said its new code prevents this from happening.
Affected users should call Microsoft at 1-800-MICROSOFT, via a local number, or head to a Microsoft retail store for help. Microsoft said its support staff will try to help affected users get their missing files back, but it «cannot guarantee the outcome of any file recovery work.»
«We have paused the rollout of the Windows 10 October 2018 Update (version 1809)* for all users as we investigate isolated reports of users missing some files after updating,» Redmond wrote in a Saturday update on its support page.
Users started reporting this issue on Reddit and Microsoft’s support forums shortly after Redmond released the update on Oct. 2.
«Last night I updated to 1809, and it all went smoothly, but then I find that all my files in Documents are DELETED. Gone. Poof,» One user wrote on Microsoft’s support forum. «This included many crucial documents and financial info. Yes, I have a backup… But this is pretty bad.»
On Reddit, meanwhile, one person said they updated a desktop PC, laptop, and Surface device, and experienced the problem on one of the three. «On two the upgrade went perfectly, but on the desktop PC one profile had the documents and pictures folder deleted,» the user wrote. «Completely gone, nothing in Windows.old either. Restored to the previous Windows version, but files were still missing.»
The update was slated to begin rolling out to users with automatic updates enabled starting on Oct. 9. Early adopters who downloaded and installed it manually may have been affected.
Microsoft is urging all users who have lost files to stop using the affected PC and call its support line right away at +1-800-MICROSOFT, or you can find a local number here. On Twitter this weekend, Dona Sarkar, head of the Windows Insider Program, said Microsoft’s support team «have the tools to get you back to a good state.»
Meanwhile, if you downloaded and installed the update and still have files in your Documents folder, you’re one of the lucky ones who avoided this problem.
«If you have files in your Docs folder still, none were deleted,» Sarkar wrote.
