Files are disappearing

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Rhys Donnan

• May 03, 2024 03:14

Hi Team

Earlier today we upgraded our subscription.  Since then all the files seem to have disappeared from the web based log in.

They are also gradually disappearing from the windows based file explorer folder.

Can you please assist?

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  Rhys Donnan

  • May 03, 2024 03:44

  For some reason it has moved all the files to the Bin and not letting me restore them

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  brandon sherrick

  • May 04, 2024 06:07
  • Edited

  Hello KynectRhys Donnan,
  
  

  It seems you’re encountering an issue with files disappearing after upgrading your Box subscription. This can be concerning, but there’s usually a straightforward explanation and solution. During the upgrade process, files and folders may not be accessible as your account is in transition. This is typically a temporary situation and may take up to 24 hours to complete.
  
  Sometimes, the upgrade process can take a while, and during this time, files may not be visible.
  Occasionally, logging out of your account and then logging back in can refresh your view and restore the visibility of your files.
  Other users may have experienced similar issues, and you might find a solution that has worked for them.
  If the problem persists beyond 24 hours or if you need immediate assistance, reaching out to Box Support would be the best course of action.
  
  Rest assured, it’s highly unlikely that your files have been permanently lost; they’re just not currently visible due to the ongoing upgrade process

  Best Regards,
  Kynect

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