FAQ & Troubleshooting
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
How Do I Create a Debug Log?
If you experience problems before you can even sign in, you can enable a debug log in the sign in screen ( → Enable Debug Log). If you are already authenticated, you can enable Debug Logging in the settings.
What Should I Do With my Debug Log?
After you enabled debug logging and reproduced your steps, you can send us an email with the debug log and a description with what went wrong. If you already have created a support case, you can simply enter the case number into the email body and we will automatically link your case. To send us a debug email, hit "Send Debug Log" either inside the settings or inside the authentication window.
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 Move a File to an Encrypted Folder
Moving files between encrypted folders or into a new encrypted folder always requires encrypting the files with the new folder key. Hence, Boxcryptor has to download the item, decrypt, encrypt, and upload the item again. This would present an obvious strain on your bandwidth. Since users might no expect this much data usage for a simple move/copy operation, we decided to disable the option to move and copy between encrypted folders.
My File is Displayed as a Folder
Some macOS and iOS Apps do not use common files. Instead, they work with packages which bundle multiple files in a single folder. Currently, Boxcryptor cannot detect this as a functional item and browses into the folder instead. Hence, you cannot work with these packages. However, many apps that use document packages also support converting the package into a single file, for example Numbers, Pages, or Keynote.
A Document Does Not Open
When using the document extension to access Boxcryptor files from another app, such as Word or Pages, it sometimes happens that the document does not open or that your changes are not uploaded. To fix this, close the app in which you are trying to access the Boxcryptor file, and try again.
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.
Boxcryptor Classic for iOS is not available on in the App Store anymore.
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.
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.
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 10.11 or earlier
Current versions of Boxcryptor require Windows 7 and later or macOS 10.12 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 does not require any installation and can be used to access and decrypt your encrypted files without administrator rights. Download Boxcryptor Portable here.
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
Discontinued Amazon Cloud Drive Support
On August 16, 2019, Amazon Cloud Drive discontinues their API support:
On August 16, 2019, Boxcryptor's integration to the Amazon Drive API will be discontinued. Customers of Amazon storage will continue to have access to their content through our first party applications for Amazon Photos and Amazon Drive. Please make arrangements to discontinue all traffic to the Amazon API before August 16, 2019.
From this point on, accessing your files on Amazon Cloud Drive will no longer work through our mobile Boxcryptor apps.
How to access your Amazon Cloud Drive files
- Open https://www.amazon.com/clouddrive on your computer.
- Select all relevant files / folders and click Download.
- To be able to work with the files on mobile again, extract the archive to the sync folder of a supported Cloud provider.
- You may need to add the sync folder as a Boxcryptor location in the desktop app.
- Add the chosen provider in Boxcryptor on your phone as shown here.