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I have realised that the files I have put into the Box folder on my Macbook Air over the past 4 months haven't syncronised with the web app of Box and when I try to open the Box-app itself, I am faced with a window saying "There seems to be a problem with this app" and advising me to contact support.


In the meantime, I have tried to see if I can update the app somehow, but when downloading Box Drive, it says Box is already running on my computer and that I need to close it to proceed with the install. How can I stop the app? It's not visible in the 'Force Quit'-window.


And more importantly, how do I make sure that my files on my computer are syncronised with the web-app for my colleagues?


Thank you in advance!

Hi Christian, 


Welcome to Box Community and glad to assist!


Please proceed and manually reset your Box Drive application. 


  1. Quit Box Drive if it is running.

  2. Download and open the Box Reset Tool zip file.

  3. Open the Box Reset Tool from the Downloads folder.

  4. Select Restart and then OK to confirm the restart was successful. 

  5. Open Box from your application folder and log back in. 


Note: The Box Reset Tool will write logs of actions performed to your Desktop folder under “Box-ResetTool-logs_(<current day>)”.



If there are any issues with the above process, follow these alternative steps to reset Box Drive.


  1. Quit Box Drive if it is running.

  2. Open a Terminal window and run the appropriate command based on your macOS version and Box Drive version:
    macOS 11.x  and macOS 14.x with any version of Box Drive
    fileproviderctl domain remove -A com.box.desktop.boxfileprovider; defaults delete com.box.desktop; rm -rf ~/Library/Application\ Support/Box/Box


    macOS 12.x and macOS 13.x with Box Drive version 2.35 and earlier
    /Applications/Box.app/Contents/MacOS/fpe/streem --remove-fpe-domain-and-archive-unsynced-content Box ; defaults delete com.box.desktop; rm -rf ~/Library/Application\ Support/Box/Box


    macOS 12.x and macOS 13.x with Box Drive 2.36 and newer
    /Applications/Box.app/Contents/MacOS/fpe/streem --remove-fpe-domain-and-preserve-unsynced-content Box ; defaults delete com.box.desktop; rm -rf ~/Library/Application\ Support/Box/Box

    This command will:


    • Archive all files that are not synced (not uploaded to Box) from ~/Library/CloudStorage/Box-Box and move it to a new folder at:

      • ~/Box-Box (Archive) (macOS 11.x)

        Note


        If you already have a "~/Box-Box (Archive)" folder from a previous manual reset, the folder will be named "~/Box-Box (Archive) 2", or if that name is already taken, "~/Box-Box (Archive) 3", and so on.





      • ~/Library/CloudStorage/Box-Box (<current day and time>) (macOS 12.x and newer)


    • Exclude from the above archive files that are “up-to-date” or synced on Box

    • Re-create the parent hierarchy of the archived files


  3. Restart Box Drive and follow the prompt to log back in.

Hope it works! 


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