What do problem file notifications in Sync 4.0 mean?

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Box Sync 4.0 provides detailed user notifications if a file cannot be synced. The Sync application interface lists the file, a description of the issue, and provides a link to a support article for the corresponding error message.

Check the list below for the problem file notification type you've received and click the link for more information and a solution:

 

Box server is busy — Try again later

This issue can occur if Box Sync is generating too much traffic to the Box server.

Typically, Sync will report that the file will be automatically retried after after a few minutes. If it does not report this, then try the Retry All button.

 

File could not be synced — Restart Box Sync

In rare cases, a certain sequence of actions/events between the local computer and the Box website may prevent a file from being synced.

In this case, the best solution is to restart Box Sync.

 

File deleted on Box — Make a copy of the file (and delete the original)

You see this message in the following situations:

  • When the file is edited offline and you try to delete the item on Box. You see this error message when Box Sync restarts.
  • When the file is deleted on Box and you try to edit the item locally. You see this error message as soon as the conflict is detected.

In either scenario, a parent folder might have been unsynced. A unsync on Box is interpreted as a delete on local. If File X was specifically deleted on Box (as a result of a parent being unsynced or deleted) and edited locally at the same time, then uploading File X to that same location will no longer sync the file. If you upload File X to a different synced folder, that file will reappear locally.

To work around this issue, make a copy of the file and delete the original. Alternately, upload the file via the Web App to some other currently synced location and delete the original.

 

File locked by another application — Close all applications and restart Box Sync

If a collaborator has locked a file using another application, you will not be able to update the file until the file is unlocked by that application.

Go to the application and unlock the file. If required, contact the file owner to coordinate your changes. Once this file is unlocked, close that application and restart Box Sync to begin syncing automatically.

 

File locked by Box — Unlock the file on the Box website

If a collaborator has locked a file on Box, you will not be able to update the file until it is unlocked.

Locate the file on Box, right-click and select Unlock File. Before the file is unlocked, you can view the name of the person who locked the file. Contact this person to coordinate your changes. Once this file is unlocked, it will begin syncing automatically.

 

File is locked against downloads — Unlock the file or allow downloads on the Box website

If a collaborator has locked a file on Box and prevented downloads, you will not be able to download the file until it is unlocked.

Unlock the file on Box and contact the collaborator who locked the file if necessary. Once this file is unlocked, it will begin syncing automatically.

 

File too large — Check with the file owner

Box syncs files based on the file size eligibility of the file owner. The maximum file size limit for uploads to Box varies depending on the file owner’s account type. For file size limits, see What's the maximum file size I can upload?

If you are unable to sync a file in Box because of the inherited file size limits, be sure to alert the file owner.

 

File stored in .boxsync folder — Ensure that you have the right permission to create folders

Box Sync downloads items to a temporary location (named .boxsync) and then moves them to the required folder.

For Box Sync to create the .boxsync location, you must have permission to create folders in the parent folder of the Box Sync folder. If you do not have the required permission to create folders, contact your system administrator. Be aware that this .boxsync folder is hidden to prevent accidental exposure to any user.

 

File type not supported — Upload using the Box website

Box Sync does not support the following file types (see Which File Types are Ignored and Which are Blocked? for detailed information):

  • Outlook PST files
  • QuickBook files
  • Google Docs/Spreadsheets (web only documents cannot sync to your local machine)
  • Box Webdocs that have not been converted to HTML

Upload these types of files using the Box website.

 

Folder cannot be moved — Move the folder back

Box Sync does not allow folder moves if the folder owner has changed on Box. For example, if you try to move a collaborative folder into your root directory, you will be converting the folder ownership  to be private.

First move the folder back in your local computer. Next, on the Box web site, try to move the folder to the required location.

 

Issue deleting a folder — Move files to another folder and retry

When Sync tries to delete a folder and the folder is not empty, you may encounter this error. For example, you will see this error when you add a file to a folder on your computer while it is offline and you unsync the folder on Box at the same time.

Move the remaining files in the folder to another location and then resync the folder.

 

Low disk space – Free up some disk space

When your hard drive is close to being full, Box Sync stops downloading files.

Free up some disk space on your computer and then resync the file.

 

Name in use — Rename the file

This rare issue may occur when Box Sync is resolving a file name conflict.

Rename the file in your local sync folder and then resync the file.

 

Name not supported — Rename the file

Some operating systems do not support item names containing some special characters. If you attempt to sync files or folders names containing these characters, Box Sync prompts you to rename the item using the underscore character.

  • Box OS-independent restrictions: Box does not support '/' and '\' anywhere in a file or folder name or whitespaces at the beginning or end of a file or folder name.
  • Windows OS restrictions:
    • Box does not impose any additional restrictions.
    • If Windows does not support certain characters in file names, Box marks them as problem files. See the list of Windows file name restrictions. Windows file name restrictions also shown below:
      • < (less than)
      • > (greater than)
      • : (colon)
      • " (double quote)
      • / (forward slash)
      • \ (backslash)
      • | (vertical bar or pipe)
      • ? (question mark)
      • * (asterisk)
  • Mac OS restrictions:
    • Box does not support opening spaces.
    • Box does not recognize Mac’s character conversion in file names (for example, Mac changes any occurrence of / to : in file names).
    • If Mac does not support certain characters in file names, Box marks them as problem files. See the list of Mac file name restrictions.

Rename the file in your local sync folder and then resync the file.

 

Package files — Save as a flat file or a compressed ZIP file and reload

Many files on the Mac are stored as packages, which is a folder that OS X is able to interpret as a file. This includes many iWork files, Omnigraffle files, Mac, Apps, NIBs, and more. Box Sync versions prior to 4.0.5024 will not upload these files to your account.

Some applications offer the option to save as flat files, which will allow Sync to upload these files. Alternatively, right-click the file and compress it before uploading to Box.

 

Package download not supported in this version — Upgrade to the latest version of Box Sync

Many files on the Mac are stored as packages, which is a folder that OS X is able to interpret as a file. This includes many iWork files, Omnigraffle files, Mac, Apps, NIBs, and more. Box Sync versions prior to 4.0.5024 will not download these files to your account.

You must upgrade to the latest version of Box Sync to download these files.

 

Legacy package download disabled — Click the question mark icon for the resolution

You can only sync new uploads of Mac packages. The Mac package support provided by Box allows collaborators to download packages correctly. Any package uploaded to Box (using the upload folder method provided by some browsers) prior to the release of this feature will no longer sync automatically.

Follow this sequence to workaround this problem:

  1. Quit Box Sync.
  2. Save a backup of your package to a local directory outside of your Box Sync folder.
  3. Delete the package from your original Box location.
  4. Start Box Sync and wait until your files are synced.
  5. Move the backup of your package (Step 2) back into your Box Sync folder

 

Folders cannot be converted to Mac packages — Click the question mark icon for the resolution

You can only sync new uploads of Mac packages. The Mac package support provided by Box allows collaborators to download packages correctly. If you used Box Sync to sync any package prior to the release of the Mac package support feature, that package will no longer sync automatically.

Follow this sequence to workaround this problem:

  1. Quit Box Sync.
  2. Verify the latest version of the package (Box web application or your local Box Sync directory).
  3. Save a backup of your package to a local directory outside of your Box Sync folder.
  4. Delete the package from the Box web application and your local Box Sync folder locations.
  5. Start Box Sync and wait until your files are synced.
  6. Move the backup of your package (Step 2) back into your Box Sync folder

 

Mac packages cannot be converted to folders — Click the question mark icon for the resolution

In rare cases, you may encounter an unknown issue affecting Mac package conversions using Box Sync. As Mac package support is a new feature, Box continues to provide improvements on a regular basis. If you encounter an unknown issue related to Mac package support, contact us (Box Sync UI > Help tab > Contact Us or Submit Logs).

 

Parent folder has been deleted — Move to another folder and retry

Sometimes, a parent folder may have been unsynced or deleted from Box. As a result, an item within the deleted folder may not be synced or moved because there is no existing record of the parent folder.

Move the file to another location and then resync the item.

 

Cannot create the temp folder — Ensure that you have permission to access this location

Box Sync requires a temp folder to store temporary information. The location for this folder must be on the same volume as your Box Sync folder. If the Box Sync folder is located on another volume, Box Sync attempts creating a temp folder as a sibling of the Box Sync folder. For example, if the Box Sync folder is: X:\Stuff\Box Sync, then Box Sync attempts creating a temp folder under X:\Stuff.
If your account does not have permission to access this location, then Box Sync cannot create a temp folder and issues this problem notification.

For Box Sync to create a temp folder, you must have permission to create folders at the parent level of the Box Sync folder (For example, at the X:\Stuff level in the example above). If you do not have the required permission to create folders, contact your system administrator. Once you have the required permission to create a folder, restart Box Sync.

 

Permission issue on Box — Close all applications or restart Sync

Multiple reasons are associated with this message.

  • Permissions on Box.com matter! In order to sync a file you must have Editor Access or above, see What are the different access levels for collaborators? to verify that the file owner has granted the required permission for you to sync the required file. If you are unable to sync a file on Box because of the permissions settings, alert the folder owner. Once you have the right permissions for this file, resync the file.
  • If you are unable to create content directly in the Box Sync folder, confirm that your Admin has not restricted content creation in Enterprise Settings. 
  • Sometimes, another person may be editing your file in the Box server and you may not have the required permission to overwrite that file. In this case, save the file to another folder and restart the Box Sync application.
  • Sometimes, the local application (for example MS Word or Adobe Acrobat) may hold on to the synced file. Restart your local application (applicable to this file) and then manually re-sync your file.

If these fixes don’t work, then you may need to restart your computer. If you restart your computer and Box Sync is configured to start automatically, then this file will begin syncing automatically.

 

Quota exceeded — Check with the file owner

Box Sync’s functions are also dependent on the quota eligibility of the file owner. The maximum file size limit for this account is based on the file owner’s account type. See https://www.box.com/pricing/ for eligibility information.
 
If you are unable to sync a file in Box because of the inherited file quota limits, alert the folder owner.

 

Unknown problem — Restart Box Sync or upload using the Box website

Sometimes, we are unable to determine the cause of the problem. In this case, the best solution is to restart Box Sync. If restarting Box Sync does not solve this problem, then you may need to restart your computer.

 

Network problems during file transfer — Try again later

File transfer problems typically occur due to intermittent network issues. These problems can occur anywhere in the network and may be outside your control.

Depending on the type of network issue, you may need to contact your administrator, IT department, or wireless/internet provider to resolve the issue. Once the network issue is resolved, retry the upload/download.

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