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Error: "We could not perform this action because the designated folder is locked by another operation"

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Rob Rogers

Not sure why I'm getting an error when trying to restore an accidental folder deletion but here we are...

I dropped an item on my keyboard and it deleted my company's entire delivery folder for a project.  It's in my stupid trash can on box.com but every time I try to restore it, I receive the following error:

"We could not perform this action because the designated folder is locked by another operation"

This is really frustrating, especially since I tried to contact box and their chat is offline at 4PM on a Friday.  This is time sensitive and that error sentence means absolutely nothing.  Might as well put an error code.  There is zero explanation for this.  

Has anyone else come across this issue?  I'm at the end of my rope with box.  I'm about to recommend we move to a different cloud service.  Way too many issues and not enough support.

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  • Martin Durand

    I'm in the same situation too (from yesterday). Curious to see how to resolve this

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  • Rob Rogers

    @martin - It's a good thing I had a back up plan.  Wouldn't have gotten fired but I would have been in some hot water.  This is total BS.  I guess marking a support request as "Urgent" means nothing to Box.  

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  • Linda Serret

    This has just occurred for me this morning. I've closed everything down, made sure no-one was in any related folders and can't move or copy the problem folder back to where it was or anywhere else.

     

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  • Martin Durand

    Either there is an "automatic unlock" that happen after 48+ hours or somebody did something with my ticket and didn't put any comments on it yet, but the problem is resolved now and I have been able to restore the whole folder

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  • Carybell Rosario

    Good Morning. 

    I have the same situation.   A coworker accidently moved a folder to another destination, but we cant move it back.  The error says" locked by another operation".   Everyone in the site exit Box and still I could not moved it back.  

     
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  • Rob Rogers

    My folder is still unrecoverable due to the above error.  Box Support finally contacted me yesterday, and basically said they don't know how to fix it.  It's been a real blast.

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  • France
    • 編集済み

    Hi Folks, 

    Welcome to the Box Community!

    I wanted to check if some of you here are still having the same issue and if its been more than 24 hrs? The reason I ask is because I've seen this issue happen before when the specific folder is still under a process. For example, if you've accidentally moved a folder, depending on the number of the files in the folder, the process needs to be finished first in order for a new action can be done. We usually advise to wait up to a day and then check again if you can perform a new action.

    If it's been more than 24hrs, please go ahead and submit a ticket with our Support team on this page to help check the status of the action that you've taken. 

    Thanks for your patience and participation in the community!

    Best,

     

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  • Rob Rogers

    Hi France. 

    It's been 72 hours at least and still no answer on this.  I talked with support (as I mentioned above) and they emailed me the following:

    "Thanks for getting back with the details. I am also unable to recover the folder and it is locked on my end as well. 
    On my end the deletion is still being processed but the folder is not that big so there might be something else that is preventing the recovery of the folder.
    To better assist, I will go ahead and forward this to a teammate of mine who is more familiar and has the right tools to expedite the process. They will get in touch with you as soon as possible.
    We really appreciate your patience with this and you will receive a response shortly.
    In the meantime, if you have any further concerns or questions, please don't hesitate to email back."

     

    No message from the "colleague" (this was an email from Yesterday), still have files locked in trashcan purgatory.  Pretty frustrating.  Not sure opening a new support ticket is the answer.

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  • Carybell Rosario

    Hi France.

    In my case the folder was moved Friday. I tried to moved it back today (Monday) and the system still give me the same error.

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  • France

    @Rob, no need to open a new ticket, I already made a follow up on your ticket with support, and it seems your issue has been forwarded to our team that specializes in this product. They will reach out to your as soon as they can so please look forward to it.

    @Carybell, this would be something our team can further look into so I went ahead and submitted a ticket for you. You should be receiving an email confirmation shortly.

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  • Alex Calder

    I am having this issue as well. I too opened an urgent ticket.  I have not heard anything back yet.

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  • 阿 部文
    • 編集済み

    My team also faced the same problem and error message … and not resolved yet.
    Please announce here once some updates.

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  • Rob Rogers

    @everyone - Looks like the error was fixed for me.  It may be a timeout/time-based lock on the files.  I tried this morning and it worked, no correspondence from box.  Guess we'll all need to be a bit more careful with files, since they could disappear for nearly a week without safeguard.

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  • 阿 部文

    Our issue also resolved now! Thank you for the information.

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  • Elaine Hitchcock

    I am struggling with a folder being moved inside another folder and I cannot move it back. Who do I contact? 

     

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  • Box User

    I have the same problem, but for deletion (I cannot empty the bin): how can I proceed?

    Thank you

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