Support ticket - where to open it?
AnsweredCan anyone let me know how and where to open a support ticket?
I got issues with files that are not linking properly from MacBook to the online version.
- Files are still shown online even though I deleted something on MacBook.
- Sometimes I can not move files online to a different folder.
- Files made available offline on my MacBook - getting the green tick (sync done) but then the PDF version I see online is not correct online.
- Files like PDFs show online but have 0KB. Have to manually drag them to folder to make sure they show content.
- Firewall turned off.
- Got a popup window the other day saying "It looks like your connection to dl2.boxcloud.com is blocked. We think we can make file previews faster to you. To do that, please ask your network admin to configure firewall setting so that dl2.boxcloud.com is reachable."
It is effecting work really badly! Need urgent help.
Many thanks,
Marie
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Official comment
Hi there,
Welcome to the Box Community!
For your type of account, we can only provide support via this forum.
I would like you to please manually reset Box Drive, here's how:
To manually reset Box Drive on a Mac (File Provider Extension mode)
- Quit Box Drive if it's currently running.
- Open a Terminal window and run the following command:
fileproviderctl domain remove -A com.box.desktop.boxfileprovider; defaults delete com.box.desktop; rm -rf ~/Library/Application\ Support/Box/Box
This command will:
- Archive all files that are not synced (not uploaded to Box) from "~/Library/CloudStorage/Box-Box" and move it to a new folder at "~/Box-Box (Archive)
Note
If you already have a "~/Box-Box (Archive)" folder from a previous manual reset, the folder will be named "~/Box-Box (Archive) 2", or if that name is already taken, "~/Box-Box (Archive) 3", and so on.
- Exclude from the above archive files that are “up-to-date” or synced on Box
- Re-create the parent hierarchy of the archived files
- Archive all files that are not synced (not uploaded to Box) from "~/Library/CloudStorage/Box-Box" and move it to a new folder at "~/Box-Box (Archive)
- Restart Box Drive and follow the prompt to log back in.
To manually reset Box Drive on a Mac (kernel-based mode)
- Quit Box Drive if it's currently running.
- Navigate to your ~/Library folder: In Finder, click the Go menu, press and hold the Alt (Option) key, and then click Library.
- See if any files exist in ~/Library/Application Support/Box/Box/unsyncedFiles. These are files that have not been synced (not uploaded to Box). If these files do exist, and if you want to keep them, copy them to any location outside of ~/Library/Application Support/Box/Box/unsyncedFiles (such as your desktop) before proceeding with the steps below, which will delete these files.
- Open a Terminal window and run the following command:
defaults delete com.box.desktop; rm -rf ~/Library/Application\ Support/Box/Box
This command will delete Box Drive preferences and application data
- Restart Box Drive and follow the prompt to log back in.
Once you restart Box Drive, you can review any archived unsynced files (File Provider Extension mode) or unsynced files you moved elsewhere (kernel-based mode) and either upload them manually or delete them to free up hard drive space.
Thanks!
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