Box on the desktop not syncing with web app - Mabook Air
AnsweredI have realised that the files I have put into the Box folder on my Macbook Air over the past 4 months haven't syncronised with the web app of Box and when I try to open the Box-app itself, I am faced with a window saying "There seems to be a problem with this app" and advising me to contact support.
In the meantime, I have tried to see if I can update the app somehow, but when downloading Box Drive, it says Box is already running on my computer and that I need to close it to proceed with the install. How can I stop the app? It's not visible in the 'Force Quit'-window.
And more importantly, how do I make sure that my files on my computer are syncronised with the web-app for my colleagues?
Thank you in advance!
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Hi Christian,
Welcome to Box Community and glad to assist!
Please proceed and manually reset your Box Drive application.
- Quit Box Drive if it is running.
- Download and open the Box Reset Tool zip file.
- Open the Box Reset Tool from the Downloads folder.
- Select Restart and then OK to confirm the restart was successful.
- 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.
- Quit Box Drive if it is running.
- 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)
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- Exclude from the above archive files that are “up-to-date” or synced on Box
- Re-create the parent hierarchy of the archived files
- Archive all files that are not synced (not uploaded to Box) from
- Restart Box Drive and follow the prompt to log back in.
Hope it works!
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