Desktop Box update problems; now files missing on the Box site

I've been using Box via the desktop app for years without incident. After an update about ... a month ago, my files suddenly were no longer resident on my machine and had to be downloaded - any and every single file or folder - when I clicked on them.

Then I started getting warnings that there were thousands of files with sync issues. I'd go into the Box Problem Items window, hit Retry All, and get an immediate message at the top of the window, "No errors when updating."

About a week ago, various files started vanishing from my desktop app. I'd go to the Box site on the web and see them there. The only way to access them was to download. I would put them back into the folder they belonged on the desktop app. I wasn't sure whether this was the best protocol, but I needed to work on them, I need to stay organized, and I have only so many hours in my day.

Today, files have started vanishing from my Box account on the web as well. This is incredibly distressing. I have thousands of important files that I've been keeping in Box in order to avoid losing files in case my local computer goes down!!

I need to find out immediately what's happening and how to remedy it.

France

17 février 2022 21:19

Hi Rob,

Welcome to the Box Community!

I'm sorry to hear that you are having issue with your Box Desktop app.

It looks like you are part of an organization that requires their managed users to contact your internal helpdesk or IT team for issues related to Box.

Kindly reach out to your internal helpdesk or IT team for further assistance on looking into this.

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