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  • Barbara Masin

    Sorry... didn't get to finish my explanation because I hit "return" prematurely. The original issue is that after migrating to my new Macbook, all the files have been moved into the cloud and I can't access them off line. This was not the case on my old mac running Mojave, where the files stayed on the mac by default. When I went to the Box help page, the instructions said to install the latest version of Box Drive and gave a link, which is here: https://www.box.com/resources/downloads .

    Interestingly, when I installed this allegedly latest version (served up by Box), and try to launch Box Drive I now get the message: "Box Drive has encountered an issue. You installed an older version of Box Drive on top of a newer version." Now I can't access Box at all. If anybody can help me it would be much appreciated because now I have a problem that I cannot access files at all, rather than just some of the time. :(

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  • Rona

    Hi Barbara, 

    Welcome to Box Community and glad to assist! 

    Please uninstall Box Drive: 

    1. Quit Box Drive
    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. While still in the Terminal window, now run the uninstaller script:
      • Type the following and press Enter: 
        /Library/Application\ Support/Box/uninstall_box_drive

    You do not see your password as you enter it. Just press ENTER when have finished typing it in.

    Restart your machine and reinstall it. 

    Hope it works! 

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