FAQ & Troubleshooting

I Cannot Install Boxcryptor

If the installation of Boxcryptor is not working, try the following:

Option 1:

Option 2:
If this does not work, try starting the setup file manually with right-click → run as Administrator.

Option 3:
If this does not help either, we need more feedback from the installer routine:

  • Press the Windows Key+R, type cmd and press Enter.
  • In the appearing window, type cd <path to your installation file>.
  • Now enter <installation file> /log log.txt.

This command generates a log.txt file in the same folder as your installation file, containing important information about the failed installation. Look it through to find the reason for the failed installation, or send it to us.

My Screen Goes Black on Install

During installation we need to stop the Explorer to install the kernel driver explorer integration. Sometimes the Microsoft Software Installer (msi) fails to restore previous applications. In this case, you need to manually restart the Explorer.

  • Open the Task manager (Ctrl+Shift+Esc).
  • Click on File → New task.
  • Type in "explorer" and hit enter to restore the explorer process.

I Cannot Update or Uninstall Boxcryptor

Sometimes deinstallation or an update of Boxcryptor fails with a request for the original installation file. This problem is caused by aggressive system enhancement apps.

To fix this, just download the installer for your currently installed Boxcryptor version from our changelog and provide it on request.

If this does not suffice, try Microsoft's deinstallation tool.

Boxcryptor is Using a Lot of CPU

CPU usage is completely dependent on the activity within the Boxcryptor drive. When many operations are executed within the Boxcryptor drive – such as reading and writing files – CPU usage will rise. When there is no activity in the Boxcryptor drive, there should not be any CPU usage.

However, it is possible that those activities are kind of invisible, for example when apps are running operations in the background, without the user’s interaction. A classic example for that is the indexing service of Windows.

Boxcryptor is Slow

An App is Slower Than Usual When Used With Boxcryptor

When an app is slower than usual when used in combination with Boxcryptor, the app might have a problem with handling Boxcryptor’s encryption. Boxcryptor simply acts as a filter, taking read and write requests from the operating system, and encrypting them on the way.

Well written apps write their files in blocks. In this case, Boxcryptor only needs to be active a few times during encryption and performance is not affected. Some apps, however, write each byte one by one. This results in many calls to Boxcryptor and leads to slower performance.

If you have trouble with one of your regular apps and performance is your priority, you could try out an alternative, to check if it can deal with Boxcryptor’s encryption better.

A Background Process is Causing High Load

Slow performance of the Boxcryptor drive might be caused by a background process performing a huge amount of file operations on the Boxcryptor drive without the user noticing. As Boxcryptor is then busy handling all the file operations of the background process, Boxcryptor has less time to handle file operations of other application and thus might feel slow. A classic example for a background service causing high load on the Boxcryptor drive is a search indexing service, e.g. Windows Search.

Icons or the Context Menu are Not Shown

Boxcryptor uses its own channel to communicate with the Explorer, to signal it to display overlay icons or the context menu. If neither of them are shown, it is most likely that this communication is failing. There are two possible reasons for this:

  • You have started either Boxcryptor or the Explorer as a different user. Fix this by first restarting Boxcryptor, then restarting the Explorer in the task manager (Ctrl+Shift+Esc).

  • You have too many Explorer processes running. Boxcryptor limits the number of processes it handles at a time. Fix this by closing some explorer instances in the task manager (Ctrl+Shift+Esc).

How to Create a Debug Log

What is A Debug Log?

A debug log captures all internal events while Boxcryptor is running. It can help us to track down issues with Boxcryptor, for example bugs and incompatibilities with other software.


Does a Debug Log Contain Sensitive Data?

When you create a debug log, sensitive user information - like password, encryption keys or actual file content - will not be logged.


Which Information Does a Debug Log Contain?

The debug log captures the following information.

  • User interaction, such as button clicks and in-app navigation
  • File operations including unencrypted filenames
  • Current Boxcryptor settings
  • Communication with our servers and cloud providers
  • System information such as OS version or required frameworks
  • Running programs

How Do I Create a Debug Log?

  1. Go to your Boxcryptor installation folder (C:\Program Files (x86)\Boxcryptor), → double-click Boxcryptor (Debug).
  2. Reproduce all steps that lead to the unexpected behavior.
  3. Quit Boxcryptor by right-clicking on the tray icon → Exit.

A debug log archive (Boxcryptor-<Timestamp>.seclog.zip) is generated and saved to your desktop.

On-the-fly logging

If you run into a problem and want to create a log straight away, you can also tell Boxcryptor to start logging while it is already running:

  1. Press Windows Key+R → type bc.cmd → press Enter. This opens an interactive Boxcryptor console.
  2. Enter debug → press Enter.
  3. Repeat your steps that lead to the problem.
  4. Quit Boxcryptor by right-clicking on the tray icon → Exit or disable logging via the console: debug --set-debug-mode=FALSE.

Logging Boxcryptor During Windows Startup

  1. Press Windows Key+R → type bc.cmd → press Enter. This opens an interactive Boxcryptor console.
  2. Enter debug --persistent → press Enter to enable persistent logging.
  3. Close the console window afterwards.

Boxcryptor will then notify you to disable it during startup.


What Should I Do With my Debug Log?

Use our Boxcryptor help formular to send us the file with a detailed problem description or write to our support team with the debug log attached.

Boxcryptor Crashes at Start

If Boxcryptor crashes when you start the software, it is likely that some component of the installation is at fault. To fix this, try the following steps:

  • Uninstall Boxcryptor.
  • Install the .NET-repairtool and follow its instructions.
  • Install the latest .NET framework.
  • Restart your system.
  • Install Boxcryptor again.

What is a FolderKey.bch?

There is a File Called FolderKey.bch in my Cloud Storage. What is This?

Boxcryptor creates a FolderKey.bch file when a folder is encrypted. It contains encryption metadata for its parent folder and helps Boxcryptor to maintain the encryption hierarchy. This file is not visible within the Boxcryptor drive.


Does it Leak Sensitive Information?

No. All sensitive data within the file is securely encrypted.


What Happens When I Lose it?

Dont't worry, you will not loose any data or access to files. All crypto-required information is stored directly within your encrypted *.bc files.

The downside of losing that file is that Boxcryptor no longer perceives the parent folder as encrypted. As a consequence, new files in this folder will not inherit the encryption properties.

I Cannot Connect to the Boxcryptor Servers

Depending on your system or network configuration, Boxcryptor may not always be able to communicate with our servers. However, there are some workarounds for the following scenarios.

Error Message: The Boxcryptor Server is not Available

When this error message shows, make sure that you still have internet access with the Internet Explorer. Make sure that the Boxcryptor server status here returns the message OK. One possible source of error could be your proxy settings. For example, try adding api.boxcryptor.com to an exclusion list.

Warning: This is no Secure Connection

If you are in an environment that performs traffic inspection, you might not be able to connect to our servers. Examples, where traffic inspection interferes with Boxcryptor:

  • Anti-virus solutions that protect internet traffic
  • Public hotspots
  • Company proxy servers
  • Malware

Traffic inspection, techically speaking, is a man-in-the-middle attack. Therefore, it is important to make sure your system or internet connection is not compromised. You can check the certificate information provided, by clicking advanced in the error message.

Working Offline

If you already have signed in to Boxcryptor sucessfully, you can continue offline. All files will be available. However, you will not be able to alter Boxcryptor permissions or use other online features of Boxcryptor.

Custom Certificate Validation

Advanced users who are aware of the risks have the otion to work with a custom certificate. Boxcryptor disallowes that by default, but it can be enabled. by altering the Boxcryptor.exe.config within the installation folder. To enable a custom certificate change this line
add key="AllowCustomCertificatePinning" value="false" />
to
<add key="AllowCustomCertificatePinning" value="true" />.

Next time an invalid certificate is detected, this custom certificate is used for server communication. If you do not want to use the certificate permanently, you can revoke it in Boxcryptor’s advanced settings.

Advanced: Provide Certificate Thumbprints

For administrative rollout that does not require any user interaction, custom certificate sha1 thumbprints can be added to Boxcryptor.exe.config here:
<add key="CustomCertificateSHA1Thumbprints" value="" />.

Test

Note: Severe SSL errors, for example caused by outdated certificates, will still prohibit Boxcryptor to use a custom certificate. A wrong system time can also lead to SSL errors.

What happens if Boxcryptor goes out of business?

Boxcryptor has been designed in such a way that Boxcryptor continues to work even if the Boxcryptor servers are not available and you're still signed into Boxcryptor. If you want to take additional precautions for the event that the Boxcryptor servers would go permanently offline, you must have the following backups:

  • Exported key file
  • Boxcryptor installer file

When these files are available, you will always be able to access your encrypted files on your own on any supported operating system - without any connection to any server. The exported key file contains all encryption keys associated with your Boxcryptor account. Important: As new keys might be added over time by Boxcryptor's integrated key management (e.g. when sharing files with other Boxcryptor users), it is recommended to regularly export a new key file.

After installing Boxcryptor, you can use the exported key file to access your encrypted files using a local account. Learn more about exporting your keys and local accounts.