Box Drive has constant Syncing problems

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9 comments

  • France

    Hi Sabrina, 

    Welcome to the Box Community, I'm happy to help!

    This would be something our Product Support team would like to investigate and may require specific account information. 

    I've gone ahead and created a ticket for you so that an agent can work directly with you on looking into this. 

    Kindly check your email for details and updates.

    Please come back and let us know how things go with support!

    Regards,

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  • dherrick

    This is an identical problem at our agency right now for all Adobe applications trying to save to Box Drive. Workflow for all of our power users has basically become unreliable and slowing production. Beyond frustrated. This syncing service from Box has become unprofessional.

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  • Sabrina Bryan

    I have an open ticket and am emailing with Box. I will post any suggestions that come from this. 

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  • Sabrina Bryan

    Box "customer success" responded to my multiple inquiries and this is their response. 

    In regard to the 0bytes in box.com and the cloud with the exclamation point I can confirm that we have received reports of additional instances of this behavior, and this issue is currently under investigation by our engineering team.
     
    In our team's initial review of this behavior, we have been able to see that this issue may be related to a bug with Mac OS/Finder.
     
    With this specific issue, our Box Drive team is continuing to collaborate with our partners at Apple to further isolate the root cause of this issue and any portion of this behavior that may be attributed to Mac OS. As we continue to understand and address this behavior, as a workaround we would recommend to use a workflow where files are saved locally on the device, then moved or drag-and-dropped via Box Drive or Box.com.
     
    I understand this is not the most favorable workflow but it is what is recommended while the investigation is on going.

    "0byte files" refers to random files uploading with zero bytes of data. And the "cloud with the exclamation point" refers to random files being marked as "File does not exist" even though I can open the file on my computer, but the same file won't sync using box drive.

    Basically, if you have a mac, box drive is not reliable. Which in my opinion means they shouldn't be offering it as a service. My team has lost files and spent too many hours trying to resolve this issue. 

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  • Ethan Conrad

    I am having the same issue with .docx files. It is ridiculous that this error is unresolved after 22 days.

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  • Jake Schroeder

    Same issue. I've been moving my files out of box folder and back to force a sync. Feels like a recent issue I wasn't dealing with prior to last MacOS update. 

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  • Jacqueline Catala

    I have had the same issues, I have a mac and syncing sometimes happens and sometimes doesn't.  I didn't realize it wasn't just me. Glad to know that it isn't just me. I will have to save locally. Box Team- Any luck fixing this?

     

     

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  • Teays Box Admin

    Same issue here. Files we update in the web app are not getting synched down to our devices. This includes changes made within Box Drive which get uploaded correctly to the web app but then are not consistently getting downloaded to other users' Box Drive folders. I originally thought the issue was related to the new Office desktop co-authoring feature but it's broader than that. This is happening across all users, all devices (Win10, Win11, MacOS), on various networks (corporate office, homes, hotspots) and with Box Drive 2.27 and 2.28. I even tested it on a personal laptop using our corporate box account and with a personal account and had the same issues. Manual folder refresh is the workaround but that's not a good long term solution.

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  • Susan Rushworth

    I have the same problem and am also a Mac user (Macbook Air running Monterey 12.4). 

    I became a Box user in May this year (2022). Ever since, I have had problems with some files not synching. Either they appear in Box online, but not my Box Drive or vice versa. There was no obvious pattern. Note: this was before co-authoring was introduced so it's nothing to do with that.

    After having a ticket with Box Support for months, I finally got advice that the problem was caused by putting Box in my 'Favourites' (a pretty obvious thing for any Mac user I would have thought). I removed Box from Favourites, de-installed Box Drive and re-installed it and everything seemed to work fine. 

    Shortly after, I went on two months leave and did not use my work laptop at all and therefore did not use Box Drive. It appears that everything that was created or updated by my colleagues in Box during my absence isn't synched to Box Drive on my laptop. I've tried quitting and restarting. 

    Box Support wouldn't accept my reply to the previous support ticket as it had been closed so now I have to go through the process of trying to work out how to submit a new ticket - support.box.com doesn't make this easy - all I can find are forums, hence the reply here. 

    Seems like Box doesn't really support Mac users. Unfortunately there aren't many of us at my workplace so my issues aren't regarded as high priority.

    I've seen references here to 'manual folder refresh' but I don't know how to do that. It's a bandaid not a fix, but better than nothing if someone can post instructions on how to do this.

    Glad to find I am not alone in the general world of Box Drive users :-)

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