Why is "Refresh Folder" needed? Isn't that supposed to happen automatically?

I support about 100 Mac users. For some of them, they can see folders on box.com that don't show up on their Mac until they right-click on the Mac window and choose "Refresh Folder."

(This isn't a matter of users being impatient — some of the folders have been in the cloud for weeks or months, but don't show up on the Mac until they Refresh Folder.)

The problem affects many users, and for each user, it affects many folders.

All of the affected users are running Box v 2.37.142 on their Macs, and all of them are using macOS Sonoma or Ventura.

Apart from quitting & relaunching the box app, and restarting the Mac, is there anything else I you recommend to fix this problem?