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.

All Boxcryptor Windows stay White

Sometimes after a Windows Update, all Boxcryptor windows (Sign-in, Settings, Help, About, …) stay white. Only the window title and controls remain visible.

This seems to be a driver issue with Intel HD Graphic cards and does not only affect Boxcryptor but many other Apps based on the same user interface technology.

To resolve that, go to Intel's Downloads for Graphics Drivers and download and update the latest Intel HD Graphics Driver.

I do not have an Intel Graphics Card, I use NVIDIA or AMD

Even if you do not explicitly use an Intel graphics card, your computer will have it integrated if it is equipped with an Intel (iX) processor. That card is used for non-gaming applications such as daily office work by default.

You can easily determine if you have an active second graphics card by opening the Task Manager (CRTL + SHIFT + ESC) → click More details → open the Performance tab and check the CPU numbers and names on the left column.

If you find any Intel Graphics card here, you might also want to run the driver update.

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 Explorer to display overlay icons or the context menu. If neither is displayed, this communication might not work correctly. There are three possible reasons for this:

You have started either Boxcryptor or the Explorer as another user

Correct this by opening the Task Manager (Strg + Shift + Esc), first selecting BoxcryptorRestart and then ExplorerRestart.

There are too many Explorer processes running at the same time

Boxcryptor handles only a limited number of explorer processes simultaneously. Correct this by closing some Explorer instances via Task Manager (Strg + Shift + Esc).

All available spaces for the overlay symbols are occupied

Windows 10 has limited these to 9 free slots, so now all installed programs are fighting for them. Please take into account that every single symbol needs a free space.

The solution is to delete all unused entries: 1. Open the registry: Windows key + R → enter regedit → press ENTER 2. Navigate to this key: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Explorer\ShellIconOverlayIdentifiers 3. Delete any keys that you think are no longer needed or that resemble "SkyDrive". (SkyDrive is the old OneDrive.) 4. Restart your system.

You are welcome to help alert Microsoft to this problem. Vote on it here via the Microsoft Feedback Hub.

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 your cloud provider(s)
  • System information such as OS version or required frameworks
  • Running programs
  • Boxcryptor related windows event log reports
  • User interaction and screenshots recorded with Windows Steps Recorder

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.

Additional System Information

If your system configuration matters, you can export information about it as follows:

  1. Press Windows → write msinfo32 → press Enter. The system information overview opens.
  2. Now go to FileSave to export the information and send it to us, in addition.

On-the-fly logging

If you run into a problem and want to create a log straight away, you can 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 the 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.

Windows Steps Recorder

To better understand how the issue was produced, we use Microsoft's integrated Steps Recorder tool to take screenshots, record mouse clicks and track keyboard input.

You will feel a slightly degraded performance while the steps recorder is running.

Microsoft's Step Recorder will not record any of your keyboard input (it only marks an action as keyboard input). As long as you write your passwords in password fields (that obfuscate inputs), the screenshots won't show them.

To make sure everything was recorded to your wishes you can open and check the Steps recording (Boxcrytor-<Timestamp>.seclog.zip\<Timestamp>-steps-recorder.zip\Recording_<Timestamp>.mht) before sending the log to us.

Disable Steps Recorder

If you do not want to have any user interaction recorded, you can either delete the Steps recorder log from the output .zip file or start the debug mode without screen recording, with these steps:

  1. Press Windows Key+R → type bc.cmd → press Enter. This opens an interactive Boxcryptor console.
  2. Enter debug --disable-steps-recorder → press Enter.
  3. Close the console window afterwards.

What Should I Do With my Debug Information?

Use our Boxcryptor help formular to send us the files with a detailed description of the problem or write to our support team, with the attached debug information.

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.

Problems with Windows 10 1809 (October Update)

Windows 10 1809 introduced a series of security features that may prevent Boxcryptor from functioning:

Boxcryptor uses Chromium Embedded Framework for web authentication, depending on the Device Guard or Code Integrity Policy it is possible that parts of the library are being blocked.

This issue has been fixed by Microsoft. Please make sure to have KB4487044 installed. To do so, press Windows Key + R → enter winver -> press ENTER and confirm that the displayed build number is greater than equal to 17763.316.

Problems on Windows 7

Boxcryptor requires some components that may be missing when automatic Windows Updates are disabled.

Please turn on automatic Windows Updates (recommended) or download and install KB2999226 manually.

More information about this update can be found here.

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.

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 option to work with a custom certificate. Boxcryptor prevents this 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="" />.

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.

Proxy support

Boxcryptor inherits most of Window's Proxy settings, including authenticated proxies (which are authenticated on demand).

If Boxcryptor should bypass your proxy configuration, add *.boxcryptor.com to the exclusion list.

Proxy Auto Configuration (PAC)

PAC urls are supported as well but not directly via the Window's internal proxy configuration. Set up Proxy Auto Configuration by altering the Boxcryptor.exe.config within the installation folder. Find the row <add key="ProxyPACUrl" value="" /> and provide a quoted pac url as value.

Where can I download Boxcryptor Classic?

Boxcryptor Classic is the predecessor of Boxcryptor which has been discontinued. It is not recommended to use Boxcryptor Classic because it is not supported anymore and does not work on the latest operating system versions.

If you're an existing user of Boxcryptor Classic you can download it here and we recommend you to upgrade to Boxcryptor as soon as possible.

Download Boxcryptor Classic for Windows here: https://www.boxcryptor.com/download/Boxcryptor_Classic_v1.7.409.131_Setup.msi Supports Windows XP, Windows 7, Windows 8.1

Download Boxcryptor Classic Portable for Windows here: https://www.boxcryptor.com/download/BoxcryptorClassicPortable_1.6.402.92.zip Supports Windows XP, Windows 7, Windows 8.1

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.

Outdated Clients

We regularly release new versions of Boxcryptor with new features, better stability and overall improvements and retire outdated versions over time. On September 30 2018, the following versions have been retired:

  • Boxcryptor for Windows 2.22.706 and older
  • Boxcryptor for macOS 2.19.907 and older

When you try to use a retired version, you will not be able to use Boxcryptor and receive one of the following error messages:

This client is invalid or outdated. Please upgrade to the latest version.


The client id is invalid!


This is no secure connection


The remote certificate is invalid according to the validation procedure


Boxcryptor can't establish a secure connection to the Boxcryptor server.

Solution

Download and install the latest version of Boxcryptor from here. Afterwards you will be able to continue to use Boxcryptor.

If you still see the error message This is no secure connection, the problem lies elsewhere. Check out I Cannot Connect to the Boxcryptor Servers.

Why can't I use a retired version?

As an additional security feature, Boxcryptor uses certificate pinning to defend against man-in-the-middle-attacks. By accepting only specific SSL certificates, Boxcryptor clients verify that a secure connection to our servers can be established.

The SSL certificate pinned in retired versions will be replaced on October 7th. These versions do not accept the new SSL certificate and refuse to establish a secure connection to our servers.

I am using Windows XP or Mac OS X 10.10 or earlier

Current versions of Boxcryptor require Windows 7 and later or macOS 10.11 and later. As all earlier operating system versions are not supported by Apple or Microsoft anymore, we recommend affected users to update their operating system to a newer version as soon as possible in order to stay safe.

Using unsupported operation systems poses a huge security risk. You really have to update your operating system for security-related use.

I cannot update to the latest version

Note: If you are using Windows, please look into I Cannot Update or Uninstall Boxcryptor first.

If for any reason you cannot update to the latest version and can't access your encrypted files anymore, you have the following options:

Boxcryptor Portable

Boxcryptor Portable does not require any installation and can be used to access and decrypt your encrypted files without administrator rights. Download Boxcryptor Portable here.

Key Export

You can export your keys from our server and use a local account to sign in to your outdated Boxcryptor version without requiring a connection to our servers. Learn more here.

I cannot sign in due to too many connected devices

Sign in to your account at boxcryptor.com and remove a device which is no longer needed. Then try again to sign in.