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files do not open from desktop (box drive) when offline

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Thomas Schaller

Dear support team,

I have been using box drive on my desktop (windows for several months) and have always been able to access the files when offline. Since this morning, I get an error when I try to open a file from box for all different formats (xls, pdf, docx...). As soon as I am online again, the files open up perfectly.

What can I do?

Best,

Tom

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  • Rona
    • Edited

    Hi Tom, 

    Welcome to Box Community and glad to help! 

    You may try to reset your Box Drive manually: 

    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.
    • Delete this folder: C:\users\[USERNAME]\AppData\Local\Box\Box.
    • From RegEdit, delete the registry entries under HKEY_CURRENT_USER/Software/Box/Box to clear Box preferences.
    • Restart the Box Drive and follow the prompt to log back in.

    Once you log back in, please mark your Box folders for offline use. 

    Hope it works! 

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