Box drive will not upload or download files

I use Box drive to collaboratively work with a co-worker primarily on Adobe Illustrator and PDF files. Within Box Drive when I try to upload files it shows a cloud (uploading), and when looking into the Cannot Sync option it states the files type cannot be uploaded since it is temporary in nature or it is an unsupported file type. AI files are supported, so I am assuming that Box Drive is recognizing the file are temporary. The AI file is not open.

At the same time I am having troubles downloading files where the progress circle does not budge after hours of attempting to upload. I am working on files between 5mb to 200mb, the entire spectrum of file sizes do not download.

As both of these issues are hitting my system at the same time I assume that there is something being held up on Box Drive.

I am running a MacBook Pro running Monterey (12.3.1) with an Apple M1 Pro chip. The AI files are saved using Illustrator 2022. Box Drive is version 2.27.221.

Aira

June 28, 2022 23:51

Hi there,

Welcome to the Box Community!

For me to check, may I please have a screen recording of your workflow? Also, you may refer to this article for supported files:

https://support.box.com/hc/en-us/articles/360043695794-Viewing-Different-File-Types-Supported-in-Box-Content-Preview

Thanks!

Austin Bowman

June 29, 2022 15:55

Hello Aira,

Thank you for your comment. I reviewed the supported file types and I confirm that my files are compatible. After discussing this matter with my team I ended up updating my MacOS to Monterey 12.4 and the issue fixed itself. Files that were not uploading were all sent to the cloud as soon as my machine restarted and I have no issues downloading files. I'm not sure what the root cause of this issue was, but I'm hopeful that the OS update will prevent it from happening again.

Thank you

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