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My Math and Box Math are Different

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Gary Mugford

I am a free account user and as such, know that support is limited by both design and the pandemic. But I am greatly confused by how Box totals up a bit less than 300M of files as being greater than 10G. 

I have had a Box account lying around for a couple of years dormant. I had possibly 400M of files in it and had given several friends access to those files, one to each of several sub-folders within Box. 

Recently, I had need to send a high resolution picture of our family tree to a family member that my brother had meticulously crafted for my parents 65th Wedding Anniversary. Found I couldn't send the file directly, so I had to chop it up with 7zip into 56 100M files. They had problems and I ended up deleting all the files in all of my folders ... reaching ZERO in terms of files within BOX. I then uploaded it again. This time it worked and I deleted all the files again, so back to ZERO.

I then tried uploading a bunch of files to a folder only I had access to. About 600M in, BOX informed me I was out of space and made the Pro Pitch. I deleted those files, waited two days figuring I had hit a 10G DAILY limit. Nope, after something less than 300M, It started claiming I was out of space. 

My math and Box's math doesn't match. Not even in the neighbourhood. And I have a degree in Math. Can somebody explain what gives??? Thank you.

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  • Official comment
    France

    Hi Gary, 

    Welcome to the Box Community!

    Have you checked out this related article here? 

    The next step will require you to contact Box Support so I've gone ahead and created a ticket for you with our support team to help reset your storage count. Kindly check your email for details.

    Our team is currently working on a long term fix, but for the time being, please continue working with our support team to resolve this issue.

    Thanks for your patience and let us know how else we can help!

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  • Gary Mugford

    I did actually. What I read didn't address my (or your) peculiar application of math. I TRIED as hard as possible to see how 17M was more than 10G, but just couldn't. And yeah, getting a little less tolerant. 

    The article you pointed me to is troubling, VERY troubling. Any time a company has a script ready to fix wrong information and will use it when asked, then you have knowledge that things are awry. Fixing the root of the problem so intolerant customers don't arrive spitting fire and brimstone is vastly superior customer management. I have no return on the ticket yet. And no, it shouldn't fall to ME to CONTACT BOX SUPPORT. The issue is known to Box. Efforts should be underway to fix it and send me a congratulatory email. NOT have the customer devote MORE of their time facilitating inter-department communications at Box. 

    I know it's troubling times, so I have my internal scream filter turned down low. Doing your best, I hope. Understand, understanding over something this aggravating just doesn't have a heck of a lot of depth. RIGHT NOW, I'm using Box for a few little files to my Bridge partner through my cousin. At some point, If I need the space I supposedly got with the free account, I hope it will be there.

    Thank you and I hope you keep you and your loved ones safe. GM

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