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All my files desappeared from box dive and box web

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Mariana Righi

Hello!
Thank you in advance for your help.
To my surprise, today, a folder content disappeared from my box. I can still see the empty folder on my box drive on my desktop, but I am not even able to see it on box.com. There is no trace of the files in the trash folders.
I would be very grateful for any help. Regards

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  • Rona
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    Hi Mariana, 

    Welcome to Box Community and glad to assist! 

    Are your missing files used to be on box.com? If yes, you can search for your missing files through trash. 

    To search through your Trash folder:

    1. Navigate to your Trash folder.
    2. Toward the top, click the Search Files and Folders
    3. In the box that displays, enter any search parameters.
    4. Check Only search inside of “Trash.”
    5. Press Enter.

    As soon as you've located your files, here's  the steps to restore your files. 

    The steps below apply whether you’re selecting from search results or from all Trash items.

    1. Hover to highlight the row of the item you want. The More Options ellipsis (…) displays.
    2. Click the ellipsis (...).  Then: 
    • To return the item to its original location in Box, click Restore.
    1. At the prompt, click Okay.

    Notes:

    • When items are deleted from a collaboration folder, both the owner and the person who deleted the item can recover the items from the Trash. 
    • If you are removed as a collaborator from a file or folder that you've deleted, you no longer see that item in Trash. To see the item in Trash, you must be again added as a collaborator to that item.

    Hope it helps! 

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  • Mariana Righi

    Dear Rona,

    I very much appreciate your help.

    I use Box Drive, so I cannot answer whether the folder used to be on Box.com (though I assume it was). I have already checked the trash folders both on Box.com and in the recycle bin on my system and I could not find it. I am attaching the following screenshot, which I believe might be the reason why the empty folder is still on Box Drive. I have also checked the security configuration, and I was the only person who initiated a session on my Box.com account. Any suggestions on what I can do to recover my files would be highly appreciated.

    All the best,

    Mariana

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