I have zero content but storage shows I have 30Gb!

I have a 50Gb storage allocation. I had around 44gb of data in my Box. I accidentally made all my files "available offline". That apparently caused my storage amount to increase and exceed the allocated storage limit to the point that my files no longer synced. The "Problem Items" box had the message that I had exceeded my storage allocation. To fix the problem, I reversed what had been done and changed all files and folders back to "on line only". Unfortunately that did not fix the problem. Then I removed all of my files and folders from BOX to empty it with the idea that I would put them back once the account shows zero data stored. That partially worked. Used storage was reduced but stuck around 30Gb. Two days later, account still shows almost 30Gb of used storage in there! Upon research I found that according to Box:

"Note: If you ever come across these data inaccuracies in your account, please know that the problem is entirely with the display of these totals. This has no effect on your underlying data."

and:

"Box Support is able to run a script for specific end-users’ accounts to fix the data inaccuracy issues around user storage size, folder size, and file counts."

It is disappointing that an issue like this has been going on for a number of years and there has not been a fix for it. How can I even consider upgrading or trusting my data when Box fails at some of the most elementary levels, such as displaying the correct usage?

Also, there were some items that I had removed from the Box folder on my PC and then I noticed they still showed up on the web portal so I deleted them there as well. Now those files are showing up as "problem items" with the explanation that "Action Failed: File was Deleted in Box". Since Box just uses a generic description for the item, there is no way that I can identify those files and put them back and try deleting again the proper way.

Can you please tell me how to fix these two issues? Thank you.

Rona

May 09, 2024 20:12

Hi there,

Welcome to Box Community and glad to help!

Great news! I went ahead and fixed your storage count. To verify this, log in to box.com> Account Settings> Storage Used.

In the future, if you experience incorrect storage, please let us know in this forum.

Thanks for posting!

Box User

May 10, 2024 01:10

I have confirmed the storage count is now zero. Thank you! But the second issue still remains. I have an updating error with 148 "problem items" that are still listed and I don't know how to get rid of them. The notification is very generic and does not give any details so I have no way of knowing which files they are. Please see the attached. Thanks.

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