You may be asked to submit your Box for Office logs from your computer as part of the investigation for your support case. Here's how to find your Box for Office logs on your computer and how to provide them to your support agent:
Note: Before submitting logs to Product Support, reproduce the issue first, and note the time and date when the issue occurs. Next, include that information in your support ticket when you confirm log submission. Knowing exactly when the behavior occurred can speed up the investigation of the issue.
Here's how you can manually find and provide the log files to your support agent:
- Navigate to the following two folders on your computer:
- C:\Users\[username]\AppData\Local\Box\Box for Office
- C:\Users\[username]\AppData\Local\Box\BoxforOfficeLogs
- Right-click on both folders above and use the "Send to" "Compressed (zipped) folder" option.
- Provide both .zip files to your support agent by using any of the following options:
- attach the .zip files directly to your support case. You will need to be signed in to see your open support cases.
- upload the .zip files to your Box account and provide your support agent with a shared link to the .zip file
- attach the .zip files to your email message when you reply to the agent
Note: You can navigate directly to the AppData\Local directory by entering the path %LocalAppData% into the Windows Explorer search field.