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Question

Online files missing after logging out local

  • May 22, 2025
  • 4 replies
  • 73 views
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I received a call that someones Box Drive wasn't syncing anymore.

To resolve this, I thought to logout Box and sign in again, this usually helps to start the syncing properly again.

-> Before logging out we received a message that 7 files were not synced and would be lost if we didn't save them. By this, I saved the files for the user.

-> I logged Box out after saving the files

Once we logged out, there seems to be missing 2 folders in the online Box. These folders were shared to other people. 

The problem is, that I'm not sure if the folders went missing due to logging out, or if the folders were moved/deleted.

Any steps I can take to check what happened with those folders?

In my opinion, this would be very strange to logout local and that this would remove online saved shared folders?

    4 replies

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    Hi Dieter,

    Welcome to the Box Community!

    Have you checked the missing folder on the owner's Box Trash?

    Logging out completely removes all traces of your Drive usage from your machine and enables you to log in again as a new user. Also, when you log out, your Box Drive session ends and the login screen displays. In addition, logging out of Box Drive deletes all of the downloaded content you had marked for offline availability. This of course clears up hard disk space on your device. It also returns to an online-only state all of the content you have marked for offline availability. You will have to repeat the process of marking folders for offline availability.

    Box Drive prompts you with an alert about the following types of files if you attempt to logout:

    • Open Files - You can save and close these files to prevent the loss of any work.
    • Items Uploading - You can wait for these to upload to Box. Box Drive cancels any uploads that do not complete before you log out.
    • Problem Items - These are local files or folders that cannot be synced back to Box. Logging out deletes these items. To view these items, navigate to the Search Menu, click the gear icon, and from the list that displays click Error Updating an Item....

    More details can be found in this article: https://support.box.com/hc/en-us/articles/360043697494-Using-Box-Drive-Basics 

    Best,

    C
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    Hi France,

    The user's trash was empty.

    Are you guys able to recover thrash that is removed in the last 14 days? If so I want to make a request to check for these folders.

    I can't submit a direct request, our organization (Nike ELC) has requested that we contact our internal Help/Service Desk, but I am from the internal Help Desk..

    C
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    Hi Dieter, 

    Good day! 

    Note: When you delete an item, Box removes it from your Trash folder and starts the 14-day grace period. Also when you checked his trash did you attempt to  utilize the trash filters? In addition to this, Users in Business, Business Plus or Enterprise account can request for User Activity Report to track his/her owned folder history/activities. And to know everything what Box report could cover please visit this link. 

    And to assist you further, we highly recommend reaching Product Support. 

    Best, 

    C
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    Hello,

    my files saved in imac box folder were not syncing with box drive online.

    so after logging out from my mac Box app.
    my local box folder was deleted and now I have lost all my files. This is really strange as it doesn't happen with any other cloud drive like Dropbox, google drive etc.
    Logout means logout not deleting my files from my machine.

    why box folders and my all files were deleted from My Mac.
    i have just done logout not deleted my account.

    i have again logged in with my account dnp10@yahoo.com
    but now my box folder is empty in my machine.
    help asap.

     

     

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