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Question

Files Going Missing

  • February 21, 2025
  • 3 replies
  • 19 views

I have a strange intermittent issue. I currently use a Macbook and saving to a folder which syncs box to the cloud. I found some files are missing but was certain it was uploaded to the cloud. I though I was imagining but yesteday again. I saved a file from Adobe InDesign to a folder. Closed it and was gone. We had to go back and re-create all that work. Kindly advise if you can investigate the issue. It is worrying for me as if my files are going missing without my knowlegde. I wont even know what old work is missing until I hunt and see its gone. I really need to know as if Box cannot provide a solution. I will have to migrate my stuff to another service. 

 

Jey Bueno Box

Hi ​@Zaheer 👋 Welcome to the Box Community!


Sorry to hear about the issue of missing files. To investigate further, could you please provide the following details?

  • Is this happening only with files saved from Adobe InDesign?
  • Which application are you using for syncing—Box Sync, Box Drive, or Box Web?
  • When did the issue start?
  • Has it worked correctly before?
  • Have you tried connecting to a different network?
  • Is the issue affecting all file types?
  • Are there any error messages? If so, can you attach a screenshot?

Looking forward to your response. 😊


  • New Participant
  • February 25, 2025

​​​​​I please see responses below

  1. I see it occured with some other files as well
  2. Box Drive on Macbook 
  3. It happens some time ago but i thought i was imagining. Then it happened again in front of my eyes and then I realised this is an issue
  4. I hope so. Like I say. I cannot tell if any other files went missing or vanished as we do save a lot of stuff here
  5. Yes I worked between 3 networks 
  6. I think it is not isolated to one file type
  7. No error messages

I also notice sometimes, that if I am uploading a file eg. joesoap.jpeg . it will show that its uploading another file like mary.jpeg in the transfer log. Not sure if that is something to be alarmed about. That does happen often. 

 


Jey Bueno Box

Hello ​@Zaheer I appreciate all the information. To isolate the issue, and since this will require further troubleshooting with the help of our Product Support team, I have submitted a case on your behalf. Please keep an eye out for a response from one of our support agents, who will assist you.


I look forward to the best results. 🤗


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