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Box Drive - missing folder on dektop

  • May 23, 2025
  • 1 reply
  • 18 views
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Hello, 

I'm IT support for my company. One of our users is having an issue with synchronization. He can see a folder in a Box web but it's missing in a Box drive on the desktop.

I can send pictures, on one you can see folder 04_2023 (WEB). But on the desktop, there is nothing like it.

I need command for Windows not MAC

    1 reply

    C
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    Hi Daniel, 

    Welcome to Box Community and glad to help! 

    Please manually reset your Box Drive on 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.
    Delete this folder: C:\users\[USERNAME]\AppData\Local\Box\Box. From RegEdit, delete the registry entries under HKEY_CURRENT_USER/Software/Box/Box to clear Box preferences. Restart the Box Drive and follow the prompt to log back in.

    You may re-launch Box Drive and log in again. 

    Hope it works! 

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