Missing Shared Folder not syncing with Box Drive

Hi ​@jasonboard, 

Welcome to Box Community and I’ll be assisting you in regards to your user’s empty Box local folder. 

First thing the user can do to troubleshoot this, log out and log in to Box Drive. 

 To log out on a Mac:

1. Navigate to the search menu by going to the menu bar and clicking the Box icon.
   • • Alternatively, you can use the keyboard shortcut Ctrl + Option + Cmd + space.
2. Click the gear icon, and from the list that displays click Log Out.  

Box Drive prompts you with an alert about the following types of files:

• Open Files - You can save and close these files to prevent the loss of any work.
• Items Uploading - You can wait for these to upload to Box. Box Drive cancels any uploads that do not complete before you log out.
• Problem Items - These are local files or folders that cannot be synced back to Box. Logging out deletes these items. To view these items, navigate to the Search Menu, click the gear icon, and from the list that displays click Error Updating an Item....

 To log out on Windows

1. Navigate to the search menu by going to the system tray and clicking the Box icon.
   • • Alternatively you can use the keyboard shortcut Ctrl + Alt + Shift + B.
2. Click the gear icon, and from the list that displays click Log Out.

Box Drive prompts you with an alert about the following types of files:

• Open Files - You can save and close these files to prevent the loss of any work.
• Items Uploading - You can wait for these to upload to Box. Box Drive cancels any uploads that do not complete before you log out.
• Problem Items - These are local files or folders that cannot be synced back to Box. Logging out deletes these items. To view these items, navigate to the Search Menu, click the gear icon, and from the list that displays click Error Updating an Item.…

If the Box folder remain empty, check if the user is running the Box Drive’s latest version.

Updating Box Drive

It is important always to update as soon as possible to ensure you are taking advantage of the latest features — such as marking content for offline use — and also that you are on the most stable version.

Updating on Mac

When an update becomes available, Drive displays a system notification to inform you, and also adds a badge to the Box icon in your menu bar.

1. To install the update, in the system notification, click Update Now. If you have closed the notification or missed it, you can navigate to the search menu by clicking the Box icon in your menu bar or by using the keyboard shortcut Ctrl + Option + Cmd + Space.
2. From the search menu, begin the update either by clicking Update Available or by clicking the gear icon and then clicking Update. Box Drive then prompts you to close any open Box Drive files and proceed with the update.

Box Drive can also auto-update when it launches. If Drive detects that an update is available while it is starting up, it automatically applies the update without requiring any action on your part. This auto-update feature became available as of v2.2.

Updating on Windows

When an update becomes available, Drive displays a system notification to inform you, and also adds a badge to the Box icon in your menu bar.

1. To install the update, in your system tray, click the Box icon to display the search menu, or use the keyboard shortcut Ctrl + Alt + Shift + B.
2. From the search menu, begin the update either by clicking Update Available or by clicking the gear icon and then clicking Update. Box Drive then prompts you to close any open Box Drive files and proceed with the update.

Box Drive can also auto-update when it launches. If Drive detects that an update is available while it is starting up, it automatically applies the update without requiring any action on your part. This auto-update feature becomes available with the release of Box Drive v2.4 is released.

Critical Updates

In some cases, updates are marked as critical if they contain key new features or important stability and bug fixes. Box Drive reminds you every day to update any new critical version to ensure you get the best experience.

If Box Drive is up to date, and yet the issue still persist. It seems that the user needs to manually reset his Box Drive application and/or uninstall and reinstall Box Drive. 

Hope it helps and we look forward in getting this sorted out very soon!