Subject: Files disappeared after "Unable to move" error between Secure Folder Gallery and Private Album (Galaxy A54, Android 16)
Hello Samsung Support,
I am using a Samsung Galaxy A54 running Android 16, and I am experiencing a serious issue involving Secure Folder and the Private Album feature in Samsung Gallery.
I will explain the issue step by step:
Initially, I had about 35 GB of videos stored in my main Gallery (outside Secure Folder).
I enabled Secure Folder and moved one video file of approximately 1.49 GB into Secure Folder. After moving it, the Secure Folder storage increased to about 3 GB, which was expected.
Then, inside Secure Folder Gallery, I enabled Private Album and attempted to move that video (and some other files) into Private Album.
At that moment, I received an error message saying: "Unable to move."
Immediately after this error:
- The video disappeared completely from Secure Folder Gallery.
- It does not appear in Private Album inside Secure Folder.
- It does not appear in Private Album in the main Gallery.
- It is not in the Trash.
- It is not visible in My Files.
- It is not visible in Analyze Storage under Videos.
However, I noticed something very important:
- The Secure Folder Videos section now shows 0 B.
- The Secure Folder Gallery app storage size is about 8.10 GB, even though only about 80 MB of visible files exist.
- The "Other" storage in the main internal storage increased from 25 GB to 27 GB.
- The total storage usage did NOT decrease, which suggests the file still physically exists on the device but is not accessible or indexed.
This issue happens specifically when trying to move files from Secure Folder Gallery to Private Album. However, moving files from the main Gallery to Private Album works normally.
Secure Folder is still enabled. I have NOT deleted Secure Folder, NOT reset the device, and NOT cleared Secure Folder data.
These files are extremely important and sensitive.
It appears the files may still exist in encrypted Knox storage but are no longer visible or indexed by Gallery or My Files.
I would like your assistance with:
- Recovering the missing files
- Rebuilding the Secure Folder media index
- Or accessing the hidden Knox storage where these files may still exist
Device: Samsung Galaxy A54
Android version: Android 16
Secure Folder: Enabled
Private Album: Enabled
Error message: "Unable to move"
Please advise on how to recover these files safely.
