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Box Drive - missing folder on dektop

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Daniel Angelard

Hello, 

I'm IT support for my company. One of our users is having an issue with synchronization. He can see a folder in a Box web but it's missing in a Box drive on the desktop.

 

I can send pictures, on one you can see folder 04_2023 (WEB). But on the desktop, there is nothing like it.

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  • Emily Holke

    Same issue files aren't syncing on my end as well.

     

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  • Emily Holke

    On a Mac and files don't seem to be syncing to the Box web either. The file just sits and when you go to Box desktop it says no active transfers. Something is happening but then if i rename the file and save it will sync.

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  • Rona

    Hi Daniel, 

    Welcome to Box Community and glad to help! 

    You may want to check these details first: 

    • The Box version installed in the affected user's machine 
    • What's the user's permission to the folders he/she's trying to sync? 
    • Any problem errors? You may attach a screenshot here. 
    • What is the Operating System running in the user's machine?

    @Emily, thanks for joining in! Have you tried to reset your Box Drive application manually? 

    Here are the steps:

    1. Quit Box Drive if it's currently running.
    2. 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
    3. Restart Box Drive and follow the prompt to log back in.

    Hope it works! 

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  • Daniel Angelard

    Hello Rona, 

    Thank you for yourpost, I‘ve tried to do the bellow command but it seems to be for Mac users. Could you send me command and tutorial for Windows?

    Because Command prompt says that command is not recognized.

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  • Daniel Angelard

    Can I get response?

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