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Box keeps disconnecting

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Lillian

I have my own computer. I don't connect with a company or network.

My Box has disconnected twice now in the last month or two. It is extremely scary, because I panic thinking I lost my important files, before I realize it is Box not connecting to the files online.  I download Box again and it then it has to update. 

Is there any easier fix to prevent this malfunction.

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  • Ann

    Hi Lilian, 

    Welcome to the Box Community!

    I recommend that you manually reset Box Drive. Please follow the steps below:

    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.

    I trust this information proves helpful in resolving the problem. Let me know how it goes!

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