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Syncing Issues

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Blake DiVita

Our firm is encountering an issue related to syncing. Some documents that we upload into our online/cloud Box do not sync to our desktop Box. Even after hitting the sync button the files don't show up on the desktop Box. Sometimes some files will show up temporarily, but then be gone later. (old files are all showing up. the issue only occurs with newer folders and files)

Any help syncing our online/cloud files to desktop would be greatly appreciated.

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5 comments

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  • Rona
    • Edited

    Hi Blake, 

    Welcome to Box Community and glad to assist! 

    For additional information, can I confirm the following? 

    • Are you receiving an error, if yes please attach a screenshot here. 
    • What is the Operating System running in the affected machine? 
    • Can you confirm your current Box version in your affected  machine? 

    We'll await for your reply! 

    Stay well, 

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  • Blake DiVita
    • Edited
    1. There is no error message, the files just are not showing up.
    2. Windows
    3. I am not sure, but I just downloaded it from their site about a month ago. It should be the most up to date version.

    Thank you! Rona

     

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  • Rona

    Hi Blake, 

    Thank you for your reply! 

    As of this writing, are you using Box Drive? If yes, please manually reset Box Drive: 

    1. Exit Box Drive (if it is running). If necessary, use Task Manager to end the Box.exe process.
    2. Ascertain whether any files exist in C:\users\[USERNAME]\AppData\Local\Box\Box\unsyncedFiles. These are files that have not been uploaded to Box. If these files do exist, and if you want to keep them, copy them to any location outside of C:\users\[USERNAME]\AppData\Local\Box\Box\ (such as your desktop). Proceeding with the steps below deletes these files.
      • You may need to show hidden folders to see \AppData.
    3. Delete this folder: C:\users\[USERNAME]\AppData\Local\Box\Box.
    4. From RegEdit, delete the registry entries under HKEY_CURRENT_USER/Software/Box/Box to clear Box preferences.
    5. Restart the Box Drive and follow the prompt to log back in.

    If you haven't used Box Drive yet, I encourage you to make a switch here.

    Hope it helps! 

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  • Blake DiVita

    Rona

    I went to OS (C:) > Users > [my username], but there is not any AppData or Local File. I do see Box. Is there any way I can contact Box live support to walk me through this?

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  • Rona

    Hi Blake, 

    Good day! 

    Please proceed and uninstall your Box Drive application: 

    1. Quit Box Drive
    2. Uninstall the application in the Control Panel.

    Before removing all traces of Box Drive from your machine, first ensure that all hidden folders are visible.
    To view hidden files and folders in Windows:

    1. In the Windows taskbar, open File Explorer.
    2. At the top of the File Explorer window, click View.
    3. In the View menubar, click Options and select Change folder and search options.
    4. At the top of tthe Folder Options window, click the View tab.
    5. In Advanced settings, check Show hidden files, folders, and drives.
    6. At the bottom of the window, click OK.

    To remove all traces of the Box Drive application from your machine:

    1.  Go to C:\ProgramData\Box and delete the Box subfolder.
    2. Open Registry Editor and delete HKEY_LOCAL_MACHINE\SOFTWARE\Box\Box.
    3. Go to C:\Users\[USER]\AppData\Local\Box and delete the Box subfolder.
    4. Open Registry Editor and delete HKEY_CURRENT_USER\SOFTWARE\Box\Box.
    5. If the machine has multiple user accounts, login using each user account and repeat steps 3 and  4.

    And you may reinstall Box Drive here. 

    Hope it works!

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