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Submitting Box Drive Logs

If you have encountered an error in Box Drive and need to file a support ticket, our User Services team may request that you include your logs to help identify your issue. Below are instructions on submitting your Box Drive logs to Box.

 

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. 

 

Mac

 

  • Click the Box icon in the Mac menu bar to open the Box Drive search bar.
  • Click the Gear icon to open the options menu.
  • Under Help, click Send Logs...

    drive logs 1.png

 

  • When you are ready to submit your logs, click the Send button. You will get a confirmation pop up window once the logs have successfully sent.

 

Note

Sending your logs to Box does not automatically open a support ticket. If you are experiencing an issue, open a support ticket before or just after sending your logs to Box.  Please provide the email address of the user who sent the drive logs and the time on the ticket. 

 

 

Windows

 

  • Click the Box icon in your system tray to open the Box Drive search window.
  • Click the Gear icon at the bottom left to open the options menu.
  • Under Help, click Send Logs...

    Screen Shot 2018-10-12 at 3.57.34 PM.png

 

  • When you are ready to submit your logs, click the Send Logs button. You will get a confirmation pop up window once the logs have successfully sent.
  • Note: Sending your logs to Box does not automatically open a support ticket. If you are experiencing an issue, open a support ticket before or just after sending your logs to Box.  In the support ticket, please provide the email address of the person who sent the logs, and the time when the logs were sent.  If you want to submit logs without being logged into Box Drive, please follow the steps in the section below for manually submitting logs.

 

Manually Submitting Logs

 

If you are unable to submit your Box Drive logs using the steps above, you can find them manually at the following locations. Send the folders in these locations to the Box User Services agent you are working with:

 

Mac:

Refer to Modes of operation in Mac to determine whether Box Drive is operating in kernel-based or FPE mode.

  • For both kernel-based and FPE modes:
    • Macintosh HD/Users/USERNAME/Library/Application Support/Box/Box/data
    • Macintosh HD/Users/USERNAME/Library/Logs/Box/Box
    • Macintosh HD/Library/Logs/Box/Box
  • Only if Box Drive is in FPE mode:

    • Macintosh HD/Users/USERNAME/Library/Containers/boxfileprovider/Data/Library/Logs/Box

    • When using the Terminal, the path is slightly different:
      /Users/USERNAME/Library/Containers/com.box.desktop.boxfileprovider/Data/Library/Logs/Box

 

Windows:

  • C:\Users\USERNAME\AppData\Local\Box\Box\data
  • C:\Users\USERNAME\AppData\Local\Box\Box\logs
  • C:\ProgramData\Box\Box\logs

These folders may be hidden.  To learn how to show hidden files and folders in Windows, visit the Microsoft Support website and search for "show hidden files".

 

 

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