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Box Drive Disconnecting

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Lizzy Curcuru

Our office uses the Box Drive to save and access files within our computers' File Explorers. Recently, at random times while I'm working, my Box Drive will disconnect from the internet, so I cannot access my files. I cannot figure out any pattern to the disconnection errors. I noticed it has happened when I was Copying and Pasting files from one folder into another, but it has also happened when I'm just trying to open a file, even if it's not a large file. When my Box Drive disconnects, it takes a minute or two to reconnect. This is happening several times throughout my day, and it's killing my productivity. I contacted our IT company, and they said they can't do anything on their end, because it's a Box issue. I am not experiencing any other internet problems when my Box Drive disconnects.

 

Does anyone know a fix? Thank you!

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  • AJ

    Hi Lizzy,

    Welcome to the Box Community! 

    What is your Box Drive's version?

    Please check this article to update Box Drive.

    https://support.box.com/hc/en-us/articles/360043697474-Installing-and-Updating-Box-Drive

    Also, can you try to manually reset Box Drive please, by following these steps:

    For 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. Launch the Box Drive application, and follow the prompt to log back in.


    For MAC:

    1. Quit Box Drive if it is running. If necessary, use Activity Monitor to force quit the Box process.
    2. Navigate to your ~/Library folder. From Finder, click Go. Then press and hold the Alt (Option) key and, from the Home menu, click Library.
    3. Ascertain whether any files exist in ~/Library/Application Support/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 ~/Library/Application Support/Box/Box/unsyncedFiles (such as your desktop). Proceeding with the steps below will delete these files.
    4. Delete this folder: ~/Library/Application Support/Box/Box.
    5. From Terminal, run the following command to clear Box preferences: defaults delete com.box.desktop
    6. Launch the Box Drive application, and follow the prompt to log back in.

    Best,

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