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Box Cloud files deleted after using Mac Migration Assistant on machine; now storage "over capacity" and unable to restore

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2 comments

  • France

    Hi Jeff, 

    Welcome to the Box Community, I'm happy to help!

    When users are upgrading their computer or are provisioned new machines needing access to their Box content locally, we recommend following the guidelines provided in this article if you are syncing items to your local machine and also need Box Sync or Box Drive.

    Some disaster recovery tools (i.e. Time Machine, Carbon, Genie Timeline) may have a "backup", "restore", or "sync" function. These functions should not be used to move Box Sync or Box Drive content from one device to another or when upgrading. We recommend to use the instructions for reinstalling Box Sync/ Box Drive on your newly updated or new device as mentioned on the shared article. 

    If there are missing items from your Box account, could you check in your Trash in Box.com and see if you can find it in there? You can use the search feature and filter to make your search a little easier and see if you can find the folders missing in there.

    Regarding the issue with your account's incorrect storage usage, this seems related to what is described in this article: Storage Usage Or File Count In My Account Is Incorrect. I've ran the script that will recount all of the files and how much storage is being used in your account, so you should now see the correct storage size available in your Box.

    Feel free to write back in if you have any questions for me!

    All the Best, 

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  • jeffk

    Thanks, France; yes, the script solved the storage issue which allowed me to restore the files from my trash.

    And I appreciate the suggested backup practice, although I'd note that (a) it requires active effort to quit the Box app before it launches after restoring on a new machine, and (b) having to redownload every file from the cloud isn't a positive user experience. While I understand this is an infrequent issue for most people, it's a continued frustration every time I get a new machine or restore from a backup, particularly given that other cloud service providers handle the transition gracefully without any manual intervention required.

    Just my two cents for your product development backlog; thanks for the support!

     

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