Hello everyone,
One of our users is unable to access his online folders and files (see printscreen).
He can display them if he does a search (via search results).
I should also point out that another user's folders and files were recently allocated to him (following the deletion of the 2nd user).
Does anyone have any ideas?
Box drive runs fine on his Mac
Thanks in advance
Best answer by Jey Bueno Box
👋 Hi
To investigate and isolate the issue, could you please help me with the following:
Are the inaccessible files and folders all owned by this specific user?
If this hasn’t been done yet, could the user please try the following troubleshooting steps? These usually resolve common issues in the web app:
Log out and log back into Box.
Try using an Incognito window or a different browser or device.
Ensure the web browser is up-to-date (Internet Explorer, Safari, Firefox, or Chrome).
Verify that he is using one of our recommended operating systems.
Disable all plugins, add-ons, or extensions within the browser.
Furthermore, when deleting a managed user and transferring their content, files owned by that user become inaccessible while they are being transferred. This process can take some time, depending on the amount of content the user owns, and some content may not immediately appear in the new location. With that, I don’t think it will affect his access to his owned files.
If, for some reason, the user's files and folders are still not accessible online, including the transferred content, please let us know so we can raise a support ticket for further assistance.
I look forward to hearing from you. 😊
👋 Hi
To investigate and isolate the issue, could you please help me with the following:
Are the inaccessible files and folders all owned by this specific user?
If this hasn’t been done yet, could the user please try the following troubleshooting steps? These usually resolve common issues in the web app:
Log out and log back into Box.
Try using an Incognito window or a different browser or device.
Ensure the web browser is up-to-date (Internet Explorer, Safari, Firefox, or Chrome).
Verify that he is using one of our recommended operating systems.
Disable all plugins, add-ons, or extensions within the browser.
Furthermore, when deleting a managed user and transferring their content, files owned by that user become inaccessible while they are being transferred. This process can take some time, depending on the amount of content the user owns, and some content may not immediately appear in the new location. With that, I don’t think it will affect his access to his owned files.
If, for some reason, the user's files and folders are still not accessible online, including the transferred content, please let us know so we can raise a support ticket for further assistance.
I look forward to hearing from you. 😊
Hi Jey,
Thank you for your reply and your ideas for a solution.
It was indeed a browser problem.
Sorry for the inconvenience and have a nice day.
Christophe
Dear Christophe, my pleasure! I’m glad to know that this has been sorted out.
Have an awesome day! 🌻
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