If you have encountered an error in Box Drive and need to file a support case, our Product Support 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 case when you confirm log submission. Knowing exactly when the behavior occurred can speed up the investigation of the issue.
MacOS
- 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...
- 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 case. If you are experiencing an issue, open a support case 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 case.
If you are unable to submit your Box Drive logs using the steps above, you can find them manually at the following locations. Compress and send the folders in these locations to the Box Product Support agent you are working with:
- Macintosh HD/Users/USERNAME/Library/Application Support/Box/Box/data
- Macintosh HD/Users/USERNAME/Library/Logs/Box/Box
- Macintosh HD/Library/Logs/Box/Box
- Macintosh HD/Users/USERNAME/Library/Containers/boxfileprovider/Data/Library/Logs/Box
- If using the Terminal, this path is slightly different:
- /Users/USERNAME/Library/Containers/com.box.desktop.boxfileprovider/Data/Library/Logs/Box
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...
- 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 case. If you are experiencing an issue, open a support case 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 case.
If you are unable to submit your Box Drive logs using the steps above, you can find them manually at the following locations. Compress and send the folders in these locations to the Box Product Support agent you are working with:
- 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 view hidden files and folders in Windows:
- In the Windows taskbar, open File Explorer.
- At the top of the File Explorer window, click View.
- Click on Show then click on Hidden Items.