User's Files Duplicating and not syncing

I have a User (Mac) that sporadically gets files duplicated when uploading changes in a collaborated folder. Confirmed that no one else is working on said files. When trying to continue collab, user gets hit with a conflict and it forces a duplicate that only seems to really happen when using box drive. Box Web shows different versions for the files and in Box drive, there are no cloud icons next to the duplicates. How can I get their Box to sync properly and remove the duplicates?