Box Status
Print

Troubleshooting "Unfortunately, this means you will have to manually upgrade to a newer release once this issue is resolved"

Troubleshooting

Overview of Problem

Box Drive encounters an issue updating its files in the data folder upon launch after a version upgrade. This is often caused by anti-virus software blocking writes to the directory. Users see the error notification: “Box has an unexpected problem. Unfortunately, this means you will have to manually upgrade to a newer release once this issue is resolved.”

 

Process for Resolution

  1. Manually Reset Box Drive:
    • Follow the steps for manually resetting Box Drive.
    • Check the following folder for any unsynced files: C:\Users\[USERNAME]\AppData\Local\Box\Box\unsyncedFiles
    • Back up any files present in this folder before proceeding.
  2. Delete the Box Folder:
    • Navigate to C:\Users\[USERNAME]\AppData\Local\Box\Box and attempt to delete the Box folder.
    • If you encounter issues deleting the folder, verify the permissions for that folder.
    • Check if any security software is blocking write access to the folder.
  3. Additional Steps:

 

Note: 

  • If you cannot access AppData: enable Hidden items in File Explorer or paste the full path into the address bar.
  • If permissions changes are restricted by corporate policy: contact your IT admin to grant Modify/Full control on C:\Users\[USERNAME]\AppData\Local\Box\Box.
  • If antivirus is centrally managed: ask IT to add exclusions for the Box folder and Box Drive processes, then retry the reset.
  • If deletion repeatedly fails after trying the steps above: consider uninstalling Box Drive, rebooting, and reinstalling the latest version.

 

Outcome

  • Box Drive should now update correctly without encountering the error.
  • Any unsynced files should be backed up and safe.

 

Alternatives

  • If the issue persists, enable debug logging, reproduce the error, collect and submit Box Drive Logs, and open a support ticket at support.box.com for further assistance.

 

Further Reading

Related articles