Overview of Problem
Users may encounter issues with Box Drive not syncing files or folders as expected. This can impact productivity and access to up-to-date files. The issue may manifest as missing files, sync errors, or delays in file updates.
If the following error message appears in the Box Drive logs, it is likely that communication with Box Drive is being blocked or disconnected.
2024-11-17 13:23:08.061 13800 INFO NetworkConnectivityC network_layer Request: head https://api.box.com/ping {} {}
2024-11-17 13:23:08.109 13800 INFO NetworkConnectivityC proxy_auth_https_conn Proxy connect error: OSError(b'Tunnel connection failed: 302, Found')
2024-11-17 13:23:08.109 13800 INFO NetworkConnectivityC network_layer Got a ProxyError so calling refresh_proxy_settings: ProxyAuthHTTPSConnectionPool(host='api.box.com', port=443): Max retries exceeded with url: /ping (Caused by ProxyError('Cannot connect to proxy.', OSError('Tunnel connection failed; Unsupported response status: 302')))
2024-11-17 13:23:08.109 13800 INFO NetworkConnectivityC proxy_settings_cache Proxy settings: {'https': 'http://<proxy server host>, 'http': 'http://<proxy server host>'}
Process for Resolution
Contact the network administrator to ensure the necessary hosts are allowed.
Outcome
- Box Drive should resume syncing files and folders correctly.
- Any missing files or sync errors should be resolved.
Alternatives
- If the issue persists, try accessing files through the Box web interface as a temporary workaround.
- If you continue to experience any of the symptoms listed above, reproduce the error, collect and submit Box Drive Logs, and open a support ticket at support.box.com for further assistance.