Collecting Box Sync 3.x logs

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How to collect Windows Sync logs: 

Box Sync for Windows has an automatic Save Logs function that you can use with these steps:

  • Automatic: Right-click on the Box Sync icon in system tray and select: Advanced > Save Logs

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This will prompt you to save the logs as a .zip file. Navigate to a location such as your Desktop and save them as something easy to find:

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Then, just upload the file to Box, and paste a shared link into a new or existing support ticket.

 

If you are unable to collect the logs automatically, please follow the manual steps below (hidden folders need to be revealed to access these file paths):

  • Windows: 
    1. Open an Explorer window and make sure that your folder settings is set to show hidden folders.

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    2. In your Explorer window, go to:
      • Windows 7: C:\Users\<username>\AppData\Local\Box Sync\Logs
      • Windows XP:  C:\Documents and Settings\<username>\Local Settings\Application Data\Box Sync\Logs
    3. Zip up the "Logs" folder
    4. Open an Explorer window and go to:
      • Windows 7: C:\Users\<username>\AppData\Roaming\Box Sync
      • Windows XP: C:\Documents and Settings\<username>\Application Data\Box Sync
    5. Zip up the "syncdb.sqlite3" file
    6. Attach to email and send both zipped files to us (or if files are too large, you can upload to Box and send us a shared link with open access)

Remember to replace <username> with your user name on the computer

How to collect Mac Sync logs: 

Box Sync for Mac has an automatic Save logs for Box function that you can use with these steps:

If you are unable to collect the logs automatically, please follow the steps below:

  • Mac manual collection:
    1. Open a Finder window
    2. Click Go from the tool bar > Go to Folder
    3. Type "~/Library/Logs/Box Sync"
    4. Zip up the "Box Sync" folder
    5. Click Go from the tool bar > Go to Folder
    6. Type "~/Library/Application Support/Box Sync"
    7. Zip up the "syncdb.sqlite3" file
    8. Attach to email and send both zipped files to us (or if the files are too large, you can upload to Box and send us a shared link with open access)
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