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Missing Files and Folders Account Wide

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Melanie Marx

We as a company are missing thousands of files and folders. The folders show up on the Box desktop file structure but when we click on them we get the message below. We need this fixed ASAP as it is creating a backlog of operational function. 

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  • Rona
    • Edited

    Hi Melanie, 

    Welcome to Box Community and glad to assist! 

    Upon checking, the sub-folder 01.02.25 isn't deleted. Can you confirm if it's in box.com? If so, please go ahead and manually reset your Box Drive Application. 

     To reset Box Drive on Windows

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

    Hope it helps! 

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