How to get details so I can debug "Sync Files Failed: Folder Deleted on Sync"?

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Mr. Smith (Personal Account)

• 2021年09月03日 19:41

On macOS 11.5.2. Box Sync 4.0.8016.

Here's what I'm getting:

No specific folder names. How do I know what's wrong here so I can handle it?

Thanks!

Also, why doesn't this error provide useful data?

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  France

  • 2021年09月03日 22:14

  Hi Mr. Smith, 

  Welcome to the Box Community!

   

  This would be something our Box Support team would like to investigate with you 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. Please check your email for details.

   

  Thanks for your patience and please come back and let us know how things go with support.

   

  Best,

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  Mr. Smith (Personal Account)

  • 2021年09月04日 14:07

  Thank you, France.

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  Tom Morton

  • 2021年09月06日 10:15

  I have the same problem

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  Bryan Willman

  • 2021年09月13日 06:16

  I also have this problem.    You really need to improve your sync error messages to give the paths that do not sync.

   

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  Tom Morton

  • 2021年09月13日 07:19

  Bryan - on the screenshot above, if you hover over the file icon the path will appear after a couple of seconds.  Agree that troubleshooting could be made easier though.  

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  Emma Brunner

  • 2022年02月09日 06:14

  I am having the same problem.  Is there a way to get my files from historical syncs?

  Thanks for your help.

   

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  Steven Horn

  • 2022年03月27日 19:10

  I have been getting this error for months.

  When I hover over the place where the file name should be it says "Unknown path."

  Is there any solution on the horizon?

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  Yoni

  • 2022年05月13日 11:21

  I am having this same problem whenever I create a new folder on my computer.  If I upload through the box.com it works ok, but I would like to use box sync.  I see no way to contact support, please help.

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  Max Press

  • 2022年06月09日 18:15

  Similar issue. A specific folder got into some kind of weird sync state where my local folder is decoupled from the shared remote, and I also can't write to that location locally. Other folders seem ok, and web interface still seems to properly function in managing the shared folder.

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  Yoni

  • 2022年06月11日 10:45

  I think I have found a solution to this problem!

  One of the parent folders of the files that are failing to sync is marked in the box.com web interface as unsynced. 

  You have to go over each folder until you find the right one.  Right Click > More Actions > and click on 'Sync' (meaning it was not being synced un-till now. If it was being synced it would say 'Unsync').

  If the syncing doesn't get fixed immediately / within a few minutes / the same day...  restarting your computer will probably help.

   

  I just tried creating a new folder on the box.com web interface and for some reason the folder is marked by default as un-synced. Not knowing this, it's possible that at some point I had moved some files around and created that parent folder in the web interface and this had caused all the syncing problems.  

   

  

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