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Box Drive Won't Sync All Files

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Heather

Re-posting this since hoping someone will respond and help. I posted this 20 days ago and have not gotten the matter resolved. Can someone please get in direct contact with me?

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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  • France

    Hi Heather, 

    Welcome to the Box Community, I'm happy to help!

    If you are using Box Drive to access your Box files/ folders on your desktop, and noticed that some updates don't reflect in Box Drive folder,  you can use the Refresh Folders On-demand feature to sync those:

    We released Box Drive (v2.25.306) with the following feature enhancement:

    • Refresh Folders On-demand: User can right-click on a folder in Box Drive and choose "Refresh folder" to get the latest updates made to this folder from Box on demand if they notice that some updates don't already reflect in Finder/Explorer.

    Could you try this and let us know if this help update your folders?

    All the Best,

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  • Heather

    thank you for your response. I was not aware of this feature. Went ahead to the main Box folder and the two subfolders that do actually appear on my laptop and 'refreshed' each of the folders. The refresh did not make the now 12 missing subfolders appear. Only two folders appear on the Box Drive on my laptop computer out of the 14 that are actually there.

    This issue has been persistent since I installed the software (and re-installed multiple times). I have not found any Box Drive 'Preferences' on the laptop to adjust a setting, were that to be an issue. The Box Drive works and all of its folders appears on my desktop computer. What are other solutions that exist to fix this problem?

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  • France

    Hi Heather, 

    Can you check if there are problem items on your Box Drive? 

    Please refer to this article on error notifications in Drive to check for any issues with updating content in your Drive folder. The article also shares tips on how to resolve them.

    If there are no errors with updating items being reported, could you try to logout and then log back in to Box Drive? Logging out completely removes all traces of your Drive usage from your machine and enables you to log in again as a new user. Also, when you log out, your Box Drive session ends and the login screen displays. In addition, logging out of Box Drive deletes all of the downloaded content you had marked for offline availability. This of course clears up hard disk space on your device. It also returns to an online-only state all of the content you have marked for offline availability. You will have to repeat the process of marking folders for offline availability.

    To log out on a Mac:

    1. Navigate to the search menu by going to the menu bar and clicking the Box icon.
        • Alternatively, you can use the keyboard shortcut Ctrl + Option + Cmd + space.
    2. Click the gear icon, and from the list that displays click Log Out.  

    Box Drive prompts you with an alert about the following types of files:

    • Open Files - You can save and close these files to prevent the loss of any work.
    • Items Uploading - You can wait for these to upload to Box. Box Drive cancels any uploads that do not complete before you log out.
    • Problem Items - These are local files or folders that cannot be synced back to Box. Logging out deletes these items. To view these items, navigate to the Search Menu, click the gear icon, and from the list that displays click Error Updating an Item....

    Let me know how it goes and if you have questions!

    Regards, 

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  • Heather

    France Thank you for your assistance! The log out/log in finally fixed this issue! Thrilled to finally have this Box Drive working. Thank you!

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