When attempting to log in to Box Sync, you may encounter the following error message:
Resolution Steps
We firmly suggest switching to Box Drive as it is the current Box desktop experience, does not require manual syncing (though this is available through the mark for offline option), and the issue you're experiencing is likely to be resolved straight away after installation. By installing Box Drive from this link Box Sync will be automatically uninstalled, and any files that had not synced up to Box will be preserved in your old Box Sync folder.
This article explains the difference between Sync and Drive: https://support.box.com/hc/en-us/articles/360043697354-Switching-from-Box-Sync-to-Box-Drive
This article goes into a little more detail about Box Drive and its basic functionality: https://support.box.com/hc/en-us/articles/360043697494
If you are unable to switch to Box Drive at this time, follow the steps below and open a ticket with Box Support.
- Follow the instructions in the support article How to Generate Network Captures for Troubleshooting to configure and generate either a Fiddler Network Capture (Windows) or a Charles Proxy Network Capture (MacOS), whichever is appropriate to your operating system.
- With the client-side network capture running, attempt to log into Box Sync.
- If the “Unable to Connect to Box” error persists, open a case with our Box Product Support team and provide them with the network capture file along with your Box Sync Logs for further investigation.