Microsoft halts distribution of Windows 10 update amid reports it deletes files

Users reported that personal files disappeared after upgrading.

CNET News staff
2 min read
Screenshot by Matt Elliott/CNET

Microsoft pumped the brakes on the rollout of the latest version of its Windows 10 operating system, after users reported the recent update deleted files on their computers.

On a support page, the software giant said it had "paused" distribution of the software while it investigated the reports of missing files. The notification appears to have been posted to Microsoft's site sometime on Friday.

"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," the company wrote. A Microsoft spokeswoman had no further comment on the current situation beyond this statement.  


Lost files on the latest Window 10 update? Give Microsoft a call. 

Screenshot by Josh Goldman/CNET

Version 1809 is the technical name for the update, which was launched to coincide with Microsoft's updated Surface devices. The support page currently says if you have an issue with missing files after the update, you should use the affected device as little as possible and contact Microsoft directly at 1-800-MICROSOFT, or find a local number in your area

Dona Sarkar, head of the Windows Insider Program at Microsoft, said in a tweet on Saturday that those who've run into the "missing files after update" issue for 1809/October 2018 Fall update should call Microsoft support, which has "the tools to get you back to a good state."

The thread following her tweet suggests the file deletion is an all-or-nothing condition. "If you have files in your Docs folder still, none were deleted," Sarkar said in a reply to her initial tweet. In another reply, she said, "If you've updated and don't have the issue, you're in the clear."

The halt in distribution follows reports that people among the first wave of upgraders noticed files had disappeared from their Documents, Pictures and other folders. Microsoft users posted their concerns in r/Windows10 on Reddit and Microsoft's community page. The problems seemed to have involved files attached to personal profiles. 

In its notification, Microsoft advised users who had downloaded the update but hadn't installed it yet to avoid doing so.  

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First published Oct. 6, 4:07 p.m. PT.
Update, Oct. 8 at 9:20 a.m. PT: Added details from Microsoft support page and tweet from head of the Windows Insider Program at Microsoft. 
Update, Oct. 8 at 11:51 a.m. PT: Added comment from Microsoft.   

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