Data loss

[Dobbin]

I lost all my data of gallery in the secure folder this morning when I opened it 

[Samsung_specialist]

Thank you for reaching out, and we sincerely apologize for the inconvenience you’ve experienced with the data loss in your Secure Folder.

Data loss can sometimes occur due to various reasons such as software glitches, unexpected resets, or issues with the Secure Folder settings. To help recover your lost data, please try the following steps:

1. Check for Backup: If you have previously backed up your Secure Folder data (via Samsung Cloud or Google Drive), you can restore it by going to Settings > Biometrics and security > Secure Folder > Restore data.
2. Check Cloud Backup: If you had the option enabled, you may also be able to restore the data from Samsung Cloud. You can check under Settings > Accounts and backup > Samsung Cloud > Gallery to see if your photos and videos were backed up.
3. Restart the Device: Sometimes a simple restart can resolve temporary issues. After restarting, check if your data appears back in the Secure Folder.
4. Secure Folder Settings: Ensure that the Secure Folder is correctly set up. Go to Settings > Biometrics and security > Secure Folder and verify that the settings are correct.
5. Check for Software Updates: Ensure your device is up to date, as updates often fix bugs. Go to Settings > Software update > Download and install to check for the latest updates.

If the data is still missing after following these steps, it might be helpful to contact us for further support, or you can visit an authorized Samsung Service Center for a more detailed investigation. You can find the nearest center using the following link:
Samsung Service Center Locator

We hope this helps, and thank you for your patience as we assist in recovering your data.

[Tabgan]

Can't open my secure folder it seems has virus

[Samsung_specialist]

Thank you for your message.

If you are unable to open Secure Folder and suspect a virus, please note that such issues are usually caused by a software glitch rather than actual malware. Kindly try the following:

1. Restart the device and check again.
2. Ensure the device software is updated.
3. Go to Settings > Apps > Secure Folder and clear cache only.
4. If you recently installed any antivirus or third-party security apps, please uninstall them and retry.
5. If Secure Folder still does not open, the issue may require further inspection.

We recommend visiting the nearest authorized Samsung service center for assistance:
https://www.samsung.com/ae/support/service-center/

For further support, please reach us through:
https://www.samsung.com/ae/support/contact/