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Message to open a support case

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Delilah

I had to restart my 2017 iMac running OS 12.5.1 because it wouldn't take my password. Restarting fixed that but I got this message from Box. I clicked Send to send the logs, but I can't find a way to open a support case anywhere under the Support tab, including "Contact Support".

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  • France

    Hi Delilah, 

    Welcome to the Box Community, I'm happy to help address this issue!

    Please be advised that the option to submit a 'support ticket' is only available to all our paid accounts. The community would be happy to help work with you and provide tips that could resolve this issue.

    Can you try to manually reset your Box Drive following the steps provided in this article: 

    Let me know how it goes and if you have any questions!

    All the best,

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  • Cassandra Belair

    Hey I had the same problem with my enterprise account.  Why have the message if one can't open a case?  Over the past month I have had to quit and/or log out of box in order to initiate a sync on whatever computer I have just switched to.  Today the drive was crashed with no explanation.  Not too happy with Box at the moment.

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  • Delilah

    France, thanks for your advise on how to manually reset my Box Drive. In spite of that message, Box started working again, after I wrote. I'll save your link to instructions in case it happens again. 

    Regarding not having a paid account, I agree with Cassandra that the message we got is not clear on that point. That said, I really appreciate your quick response to my issue. Box Community is great. 

    Let me ask one more question. Does Box back up all of our files in the Cloud and will they retrieve them for us, should Box Drive become inaccessible? I'll be duplicating them on my hard drive just in case, where they will be backed up to Time Machine, but I have to remember to do that each time I make changes.

    Thanks again,

    Delilah

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  • France
    • 編集済み

    Hi Everyone, 

    Thanks for your message and let help address your questions.

    For @Cassandra, I checked your profile in this post and 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 for further assistance on looking into this issue with Box Drive. In the event that your internal helpdesk is unable to resolve the issue, they can always submit a ticket on your behalf to Box Support team to help investigate. 

    @Delilah, I'm glad that Box Drive is working again! About your question, if ever you encounter an issue with Box Drive, should Box Drive become inaccessible, you can always access your contents in via the Box Webapp. Simply open a browser and go to Box.com and login with your Box credentials to access your Files and folders.

    Please let me know if you have questions, and I will do my best to help!

    Regards, 

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  • Scott Tingey

    Hi France,

    I think the error message needs to be clearer.

    Can this be updated?

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