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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. 

 

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. 😊

​​​​​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. 

 

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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