Unable to see some folders in Box

[james_c_stein@fd.org]

When I create a profile to upload files to Box I only see a subset of folders that I see when I log into Box.

When I log into Box I see 12 folders, but when I log in through the Internet Protocol Settings I only see 1 of them.

We do have multiple accounts setup in Account Manager. I have my account selected in the Account Dropdown.
In Account Manager it shows my account name in the connected user details.
Is it possible that internet protocol settings is ignoring the account specified in the dropdown?

[tobias]

Hello,
it is possible that the internal Syncovery user account that you chose is connected to a different actual Box account from what the name suggests.

To verify which email address the account is really connected to, please go to the Account manager, select the account, and click "Check Connection | Authorize | Update Account Info".

[james_c_stein@fd.org]

On lark refreshed my token for the 'Default Account' which is also my box account and it downloaded the entire folder list.

It appears that there is something not quite right with the sub account even though it is set to the same account.

I changed the email/account name. But they match between default and the sub account.

Default Account shows a value for Total Space
Connected User : Username
Email Address : user_name@domain.com
Total Space : 8589934,592 GB
Used Space : 0 Bytes
Max Upload Size : 150 GB
Internal Cloud ID : box
Last Token Refresh: 5/28/2026 9:03:43 AM

The sub account has a 0 Bytes for Total Space
Connected User : Username
Email Address : user_name@domain.com
Total Space : 0 Bytes
Used Space : 0 Bytes
Max Upload Size : 150 GB
Internal Cloud ID : box_user_name@domain.com
Last Token Refresh: 5/28/2026 8:30:23 AM

[tobias]

What is a sub account?

Maybe it is limited somehow.

[james_c_stein@fd.org]

Sorry I am just referring to an account in Account Manager on Syncovery that explicitly has my account name on it and not the default account.

We have multiple IT people managing synchronizations to Box for file sharing on a shared virtual machine. When the account manager feature was added we started using that so that anyone in IT could fix a broken synchronization if/when Box expired my password. They just change the account the profile is using to theirs. I had created an account for myself in addition to the default so it was clear which account was being used by just looking at the profile without having to look at the default account details.

I just created a new 'account' in Account Manager and authorized it and it also sees the complete folder list. I am going to have to assume the account I was using was just corrupted somehow and that is why I couldn't see the other folders.

[tobias]

Hello,
good, maybe you found a workaround.

What can be done in general:
- click "Remove Cloud Access Tokens" and re-authorize an account
- delete any cloud cache databases from C:\ProgramData\Syncovery\Database
which have Box and the account name in the database file name
(although the databases aren't really used for the Browse buttons)
- turn on Internet Protocol Logging on the Program Settings dialog and analyze
the REST API communication in the extra logs (or send them to support@syncovery.com)