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Question

Files missing when I open Box - repeat issue

  • May 22, 2025
  • 2 replies
  • 47 views
C
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Hello, This morning when I opened Box it gave me a blank screen for a while before landing on the main page with all my files missing (see screen shot attached). Eventually most of the files returned (those that had been synced to my PC, although I had paused syncing) except one set of folders which had been moved to my trash. 

I thought this had been resolved but have again experienced the same thing logging on this evening. I also keep getting sent to a page which asks me to set up two factor authentication (see second screen shot), even though this is already set up.

I am the owner of the account and have one or two contributors on some of the folders (which were all contained in the folder that had been moved to trash).

Clearly something is wrong, could you please advise.

Many thanks

LiamBOX1_CvNLZl6QCMbJC0Qw7dHa4A.png

BOX1_OcC6licUEYtjoFwyxQlg-w.png

    2 replies

    C
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    I have just logged back in after posting this message and my files have returned. This is clearly not the end of the problem as it has happened before and I would anticipate it happening again. Could you please investigate. Thanks.

    C
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    Hi Liam,

    Welcome to the Box Community! I'm sorry for the confusion. I'm happy to help.
     
    Looks like on the first screenshot shows that you are on the "ALL Files" page where the page is blank. This does not mean that you have lost the files. It appears that the page has not fully loaded yet caused probably by your network connection. I suggest that you refresh the page when this happens.
     
    On the second screenshot prompts you to set up 2fa even though the account has already have the feature enabled. I believe that the 2fa sign up originally was requested by your collaborator to gain access to the folder/files he is sharing but now was put in the "Trash". Somehow along the way causing this concern of setting up the 2FA again even now that you don't have collaboration.
     
    I've created a ticket for you for the 2fa to be disabled  but not before going through the authentication process providing the correct answers. 
    They'll be in touch with you soon. Please check your email for updates.
     
    Best,
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