QUESTION   I’ve completed a ransomware incident. How do I get the affected device to sync again?

ANSWER  At a minimum, remove all projects that contained affected files.

As a best practice in the event of a ransomware attack, we recommend that you:

  1. Wipe the affected device entirely.
  2. Reinstall the operating system and apps, including Workplace.
  3. Sync Workplace data back to the device. This will ensure that there is no malware on the device.

If, however, you are absolutely confident that all malware has been removed and don’t wish to reinstall, we recommend the following procedure:

  1. (Optional) Rename or move your Workplace folder.

NOTE  If you have large projects and only some files were affected by the ransomware attack, you can save a lot of time by performing Step 1 and then using our Project Loader feature to resync those projects to the device in Step 4.

  1. Completely uninstall Workplace: Install or uninstall the Workplace app

IMPORTANT  When prompted during the uninstall process, be certain you choose NOT to retain data!

  1. Install Workplace: Install or uninstall the Workplace app
  2. Sync the projects you want to use.

IMPORTANT  If you sync projects to local folders using the Workplace Desktop folder sync (only available for v8), we recommend that you select the Merge Project to local folder option, then select the Sync the service Project into the local Project (local changes will be lost) option!