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Box Drive Update v2.24.211 on MacOS BigSur lead to errors and deleted folders

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Kyle Monahan

Good afternoon,

 

I updated Box Drive to v2.24.211 this morning, on a MacBook Pro on MacOS Big Sur 11.6. About an hour after, error messages appeared stating that that a folder could not be found, and gave me the option to continue downloading, or stop. Seeing this, I logged out of Box.

When logging in via the web application to check on my files, I found numerous (n = 17) critical folders had been deleted and were in the trash. I was able to restore the files, but I would like to figure out why this happened. 

Is there a way I can find logs locally to share with you? I'd rather not reopen Box given the severity of this issue. Please let me know how I should proceed, and thank you.

 

Best,

Kyle

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  • France
    • Edited

    Hi Kyle, 

    Welcome to the Box Community!

    I'm sorry to hear that this happened to your folders in Box Drive.

    Your folders may have been having issue syncing to Box.com and since your folders are not properly syncing, they may have been deleted when you logout of Box Drive.

    Some context when you logout of Box Drive:

    Logging out completely removes all traces of your Drive usage from your machine and enables you to log in again as a new user. Also, when you log out, your Box Drive session ends and the login screen displays. In addition, logging out of Box Drive deletes all of the downloaded content you had marked for offline availability. This of course clears up hard disk space on your device. It also returns to an online-only state all of the content you have marked for offline availability. You will have to repeat the process of marking folders for offline availability.

    Moving forward, I would suggest checking for possible problem items in Box Drive. Box Drive provides user notifications if there are any issues saving your changes to Box. The Box Drive application interface lists the file and provides a brief description of the issue. More information can be found in this article.

    If you need assistance on how to resolve an issue, you can also take a screenshot of the error message and reach out to support. Support can help look into your logs and provide troubleshooting tips to resolve the issue, I wouldn't recommend logging out whenever you encounter errors as this will delete the logs for Box Drive on your machine.

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