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Box Drive Won't Sync All Files

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Heather

Hello, I am using Box Drive on my two computers, a MacBook Pro laptop (M1 Pro, 2021, OS 12.6) and a MacMini desktop. I have no issues with Box Drive on my desktop computer, however on my laptop computer only 2 of the 13 folders in my 'All Files' root drive appear. I have tried uninstalling and reinstalling Box Drive several times and it's always the same issues, the same 2 of the 13 folders appear. If I upload a new file/folder to the 'All Files' root drive (via Box Drive) from my laptop it will sync across the laptop, desktop and web, but if i add a new file/folder via desktop or web it will NOT appear on the laptop. I'm at my wits end trying to fix this issue as it's a big problem for me when I need to work on location via my laptop. Box Drive software is up-to-date as is the MacOS. Any help would be greatly appreciated.

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  • Aira

    Hi there, 

    Welcome to the Box Community. I am happy to help!

    1. Is this happening to one user, or multiple users?
      1. Can you get me their email address(es)?
    2. When did the issue begin? Did anything else change in their environment around this time?
    3. Does this happen on all machines that the affected user tries to login to Drive on?
    4. Are you able to login in to box.com in your computer's default (Internet Explorer/Safari) browser?
    5. Do you use a Single Sign on service?
    6. What version is installed?
    7. Can you send screenshots of the Task Manager or Activity Monitor showing the machines' resource usage during the issue?

    Looking forward in assisting you.

     

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  • Heather

    thank you for getting back to me!

    1. There is only one user with two computers. How do I provide you with the email address in a confidential manner? I do not want to publicly post my information

    2. the issue has always existed on the laptop computer

    3. the issue only occurs on the laptop computer, not the desktop

    4. yes i can login to the website on the laptop computer

    5. no as i'm not familiar with those

    6. Version 2.28.292 

    7. the issue is persistent, so not sure when to take the screenshot. My files DO NOT appear on Box Drive when they are absolutely present in the drive/cloud

     

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  • Heather

    Any update on this? It's been 9 days since I posted and this matter remains unresolved

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  • Heather
    • Edited

    It's been two weeks and this issues has still NOT been resolved. Why do I have to crowd source customer service?? Can someone please help resolve this issue?? I use this platform for my job. Aira? Someone?

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