I can't access my online files

Is this every and all files (that have the exclamation mark)? Does a restart of Drive (i.e. log out, quit the application, restart and log back in) resolve the issue or net any messages that pop up?

Hi ​@GWCTas, 

Welcome to Box Community, and we’re glad to help address your issue with Box Drive! 

• What is the Operating System running in your machine? 
• Does the error pops-up in your screen randomly, or whenever you open a Box file locally? 
• When does the first time this error occurred? 
• Is it your first time using Box Drive in your machine, has it ever worked before? 
• What troubleshooting steps have you taken so far? 

Also, there might be a specific error your Box folders are encountering and here’s how to check: 

Check for Problem Items in Box Drive: 

1. Click the Box icon in the Windows system tray (bottom-right corner of your taskbar). Alternatively, press the keyboard shortcut Ctrl + Alt + Shift + B. or press the keyboard shortcut Ctrl + Option + Cmd + Space for MacOS. 
2. In the Box Drive Search window, click the Gear icon in the top-left corner.
3. Click Error Updating # items... (or Error updating an item...).
4. A pop-up window will open displaying all problem items along with a description of the error for each file.

To find relevant error message and it’s recommended resolution, please check out article,  Common Error Messages and How to Resolve

Hope it helps! Let us if you need additional assistance. 

Hi and sorry for my slow reply, as I have been away from my PC for a few days.

I am running Box Drive on a Mac on Sequoia 15.8.

When I try to access a file in Finder, it is initially showing the cloud with the down arrow. When I double click the file, the cloud then shows an exclamation mark instead of the down arrow and a pop-up appears showing an error message.

“Couldn’t communicate with a
Helper application.
Try your operation again. If that fails,
quit and relaunch the application and try
again”

When I login to Box.com, the files are there.

I signed out of Box and when I signed back in all my folders/files have disappeared from the desktop. I then get a message “Your logs have been sent successfully. If you do not have an open support case with Box, please create one here so someone can follow up with you. A support case is required to investigate this issue.” 

When I click “create one here” , it brings me to the Box Community page, not to a place to create a support ticket.

I hope I can resolve this quickly as I no longer have local access to my files, which is a disaster. 

I should have said, I have been using Box for years and never had this problem before.

Hi Rona,

Further to my previous replies.

I am running macOS Sequoia 15.7.5 on an iMac, using Box Drive 2.55.132.

Box Drive had previously been working, although I was unable to open files locally, including files that had been downloaded.

I ran Box Reset Tool 3.0, after which Box Drive failed to launch correctly. The reset log reported that there was no data to archive.

I have since received the attached error stating that an internal Box Drive process has quit unexpectedly. I clicked Send to submit the logs.

Box Drive is currently not working, so I cannot access its Search window or the Error Updating Items menu to follow your instructions.

I have recovered my unsynchronised files from Time Machine and have preserved the remaining Box application data.

Could you please advise how to proceed with diagnosing the crash and safely restoring Box Drive on macOS?

I would prefer not to run another reset or reinstall until I have your advice, as I want to avoid any further loss of local data.

Thank you,
George

Thanks ​@GWCTas, files disappearing should not be happening. If your logs have already been submitted, we’d just need to know the log details.

Could you follow steps in this article to create a ticket? 

Helpful info to know (which could be included in the ticket) would be if the error only showed up after you updated to 2.55.132, and the exact macOS version you were on when the issue appeared (I see mention of both 15.8 and 15.7.5 in this thread). 

Hi ​@jakjang ,

I tried to submit a ticket before, but as explained earlier, I do not get an option to submit a ticket as you describe. I was on 15.7.5 when the files stopped syncing with Box (It appears to be Sept 19). I did not notice until a few days later. I currently have a backup of Box files on an external drive.

Thanks,

George

I am desperate to fix this problem. Can anyone help me please?

Hi again ​@jakjang,

Thank you for your response.

I have been unable to create a support ticket because I have a 50 GB Personal Free account.

Could you please advise whether there is any way for this issue to be escalated to the Box Drive technical team without a paid support plan?

This is a serious issue involving unsynchronised files and Box Drive crashing after the Reset Tool was used. I have recovered my missing documents from Time Machine, but Box Drive remains unusable.

I would be grateful for any assistance or guidance you can provide.

Regards,
George

​@GWCTas I had sent over a PM, if you can share some info there I can try to take a look!

Hi ​@jakjang I have replied to the PM.

Thank you!!