Hi July, 

Welcome to Box Community and glad to assist! 

Please try to manually reset your Box Drive application. 

To reset 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\rUSERNAME]\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\rUSERNAME]\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\sUSERNAME]\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.

 To manually reset Box Drive on a Mac (File Provider Extension mode)

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!