Box Status

Box app not syncing

Answered
Follow
New post
Nipun Goel

Using Box Drive Version 2.38.165 (macOS)

Box is complaining that it isn't able to sync 19 items - most of them are due to 'The file path is invalid on this system'. When I looked further into it, I found that I had a trailing space at the end for most of them. I have fixed that - however, that doesn't seem to do anything.

I've tried using the 'Retry All' button, which clears the list for a couple of minutes. But, the same error comes back.

I've tried logging out and back into Box app.

If it helps, I ended up changing the name of the problematic folder. e.g. from 'Original Name ' to 'New Name'

1

Comments

3 comments

Date Votes
  • Rona

    Hi Goel, 

    Welcome to Box Community and glad to help!

    Please proceed and reset your Box Drive manually. Here are the steps: 

     To manually reset Box Drive on a Mac (File Provider Extension mode)

    1. Quit Box Drive if it is running.
    2. Download and open the Box Reset Tool zip file.
    3. Open the Box Reset Tool from the Downloads folder.
    4. Select Restart and then OK to confirm the restart was successful. 
    5. Open Box from your application folder and log back in. 

    Note: The Box Reset Tool will write logs of actions performed to your Desktop folder under “Box-ResetTool-logs_(<current day>)”.

    If there are any issues with the above process, follow these alternative steps to reset Box Drive.

    1. Quit Box Drive if it is running.
    2. Open a Terminal window and run the appropriate command based on your macOS version and Box Drive version:
      macOS 11.x  and macOS 14.x with any version of Box Drive
      fileproviderctl domain remove -A com.box.desktop.boxfileprovider; defaults delete com.box.desktop; rm -rf ~/Library/Application\ Support/Box/Box

      macOS 12.x and macOS 13.x with Box Drive version 2.35 and earlier
      /Applications/Box.app/Contents/MacOS/fpe/streem --remove-fpe-domain-and-archive-unsynced-content Box ; defaults delete com.box.desktop; rm -rf ~/Library/Application\ Support/Box/Box

      macOS 12.x and macOS 13.x with Box Drive 2.36 and newer
      /Applications/Box.app/Contents/MacOS/fpe/streem --remove-fpe-domain-and-preserve-unsynced-content Box ; 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) (macOS 11.x)

          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.

        • ~/Library/CloudStorage/Box-Box (<current day and time>) (macOS 12.x and newer)
      • 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 helps!

    0
    Comment actions Permalink
  • Nipun Goel

    Thanks Rona, I've successfully reset the Box app, and logged back in.

    At this point, I tried to download all my files to be locally available. There was very minimal network activity, and after about a minute or so, I see the following error message, and my files haven't been downloaded:

    Couldn’t communicate with a helper application.

     

    Would you be able to help resolve this error?

    0
    Comment actions Permalink
  • Nipun Goel

    An update - after uninstalling the app completely, I'm able to manually download each file individually.

    If I download the entire box drive, I get the following error:

    The operation couldn’t be completed. No such file or directory

    Is there a better/faster way, or do I just have to manually each file manually?

    0
    Comment actions Permalink

Please sign in to leave a comment.