Missing files / no access to folders

Hi ​@mazacks,

I understand that you are encounter missing files and inaccessible folders, and I am here to help you resolve this.

• Cloud Icons / Online-Only Files: Folders and files marked with a cloud icon represent content stored in the Box cloud that is fetched on demand.
• Access / Sync Errors: If there is an exclamation mark or the folder cannot be opened, it indicates that Box Drive is having trouble communicating with the cloud or syncing local metadata.

Before making any further changes or reinstalling, please try the following to check for and recover your files:

1. Check Box Web App (Box.com):
   • Log directly into your account on Box.com (https://box.com) via your web browser.
   • Check if your files and folders are visible online.
   • Check your Trash (under Files I deleted or Files I own) to ensure nothing was accidentally moved or deleted.
2. Refresh Folders in Box Drive:
   • In your local file explorer/Finder, right-click the affected Box folder and select Refresh file/folder to force an update.
3. Check for Local Archived/Unsynced Content:
   • If the app was uninstalled or reset while edits were pending upload, Box preserves those files locally:
     • Windows: Look in C:\Users\<Username>\AppData\Local\Box\Box\unsyncedFiles
     • macOS: Look in MacHD/Users/<Username>/Box-Box (Archive) or ~/Library/CloudStorage/Box-Box (<timestamp>)
4. Check for Problem Items:
   • Click the Box icon in your Windows taskbar system tray or macOS menu bar to review any flagged Problem Items" or sync errors.

Available support channels vary based on your account type. If you have a paid account, please ensure you are signed in to the support page with the correct credentials to view your available options and submit a ticket. For guidance, you may find this community discussion helpful:

• How to create a Box Support Ticket

Hope this helps.