Troubleshooting: What should I do if I don't see my files in my Box folder? Reach out to our team!

How long should I wait?

Once a form is locked it will automatically get sent to its respective Box folder (Inspection, Incident, Meeting). However, if you do not see your files in Box within 24 hours then reach out to our team.

When the Box export feature fails to process, the following occurs:

1. The system will try to process the request for 10 times, with a 25 second wait period between each try 
2. If an attempt is successfully processed by the system, the system will process that and stop the attempts
3. If an attempt fails because the server is busy, the system will wait 35 seconds (instead of the default 25 seconds) before the next attempt
4. After the 10th attempt, the system will stop processing the request. In this case the user must manually reinitiate the request to try again

Can I get my missed files in Box when the connection fails?

You do not have to manually export the PDF of each form and manually upload it to Box. Once you reach out to our Support team share the date range for the missing forms, we can re-upload all of the PDF of your forms to Box within 72 hours once the connection has been re-established.

Do note however that all forms (Inspection, Incident, and Meeting) will be exported, we do not have the ability to only select one of these types.