files missing, web app not working, discrepancies between box drive and web app

Hello everyone,

After 5 years of using box last week we had the first major issue. Key project folder containing roughly 400,000 files was moved and the move was not detected at all by the reporting system in the admin centre. For most of the week roughly 150,000 files was unaccounted for (analysis of file and folder tree shows that files exist, however no one can see them or access them via web app or via box drive / box sync).

We spent entire working week trying to solve the issue as we use box as a company server. At present we are unable to create new files or upload documents in the web app. Box Drive and Box Sync show different folder structure to Web App for the same user. We have roughly 15 out of 19 users who use box daily reporting the same issue.

As Box Support was horrendous for the entire week (pretty much one email a day saying that we should clear the cache in web browser and check permissions on folders), I was wondering if someone else had the similar issue and may know how to resolve this. We need to renew our subscription soon, and frankly for the first time in 5 years, we are considering our options as I don't see the point in paying Business Plus subscription for 20 seats and receiving what we received last week.

Official comment

Robert Lott

September 14, 2020 10:28

Hi Marina,

I'm sorry for the experience you've had, and I've escalated the case internally. When a there's a very large file operation that takes place, there can be a delay before the content becomes available again--it's all safe, but is completing a move on our backend. Everything will go back to normal once the move completes. We'll take a closer look to ensure everything is moving properly.

Best,

Robert

Manager, Box Product Support

Kathleen Chardavoyne

October 27, 2020 13:32

I'm curious whether this was resolved and how long it took to do so. We've moved much smaller numbers of files and noted that box drive and box online remain out of sync for some time.

Thanks,

Kathleen

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