Repair tool (Sync 3.x)

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Running the Repair Tool: 

  1. Make sure you have Box Sync 3.4.25 Installed
  2. Close the Box Sync window without logging out of your account. Exit (for a PC) or Quit (for a Mac) out of the Box Sync application (Right click on the Box Sync application in the tool bar > Exit/Quit). Do not log out of your Box account when quitting the Box Sync application.
  3. Make sure all the applications that could have any files in the "My Box Files" (for a PC) or "Box Documents" (for a Mac) folder are closed (e.g. Microsoft Office).
  4. Run the sync repair tool, accessible through the links below. If you are using a PC and having trouble running the tool, please see the additional information provided after the end of these steps.
    PC:   https://sync.box.com/static/sync/release/BoxSyncRepairUtilityWindow...
    Mac: https://sync.box.com/static/sync/release/BoxSyncRepairUtilityMac.zip
  5. Once complete, relaunch Sync.
    PC:   Start Box Sync from Start > All Programs > Box Sync > Box Sync.
    Mac: Open System Preference and relaunch Box Sync.
  6. User should be logged in automatically.
  7. All icons will turn orange at first, and they should turn back to the blue check mark after the first sync.

Help Running the Repair Tool on a PC: 

If you are unable to read all of the text when running the sync repair tool and you cannot see the Continue button in the message box, then please check that your display settings are set to the small size:
  1. Go to the Start menu.
  2. Open your Control Panel.
  3. Open the option for "Appearance and Personalization".
  4. Select the option for "Display".
  5. Select the option to make your font size "Smaller - 100%".
  6. Apply this change.
  7. Restart your computer. Once your computer restarts, proceed to run the repair utility and relaunch Sync.
If you have completely closed your Box Sync application and the repair utility still fails to run, saying that the application is still open, then please follow these manual steps instead of running the repair utility. You will still have to make sure that the application is completely closed prior to performing these steps and you will still have to relaunch Sync after performing these steps.
  1. On your local computer, navigate to your "%AppData%\Box Sync" folder. The AppData folder is normally a hidden folder on your computer, so you can simply enter "%AppData%\Box Sync" in the address to be directed to the appropriate folder. You can also search for "%AppData%\Box Sync" through the Start Menu.
  2. In this folder, delete the syncdb.sqlite3 file. If you do not find this file there, then proceed with relaunching Sync and triggering a sync, if it doesn't start automatically. If you continue running into the same issues after this sync process completes, then contact Box Support with this information, indicating that you didn't find this file, but proceeded with relaunching the application.
  3. Once you delete that file, relaunch Box Sync from Start > All Programs > Box Sync > Box Sync.

About the Box Sync Issues Folder:

When Box Sync runs after the repair utility is used, unsynced items will repopulate in a folder called "Box Sync Issues". This folder will be located at the same place as your "My Box Files" or "Box Documents" folder. Box Sync does this in order to ensure that content on your computer that has been updated is not deleted during this re-installation process. This folder does not sync automatically to your web account. It is safe to move content from the "Box Sync Issues" folder into your "My Box Files" folder, which will copy them back into your account online. Note that the folder structure is retained in the Box Sync Issues folder.

For more information, please see the following support article: Box Sync Issues folder

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