Skip to main content
Question

Problem with sync file

  • May 23, 2025
  • 1 reply
  • 19 views
C
Forum|alt.badge.img

Hi,

I seem to have a problem with a particular file and sync in Box. I am using a Mac Book pro. I have been working with Scrivener and saving my files in box, and I did not have any problem so far. Today, I had problems trying to open the file that was in the box folder with scrivener. When I went to another computer and download the file from the box, I could open it, however the information from the last two days is missing. This is very important information and I wonder if there has been any problem with the sync of the file in particular. I am trying to locate the file in my local storage as well, in order to see if I can save the data. Is there anything I can do?

I would appreciate your help as this is a very important document.

Best,

Felix 

    1 reply

    C
    Forum|alt.badge.img

    Hi there, 

    Welcome to the Box Community!

    In rare instances Box Drive fails to launch. Manually resetting Box Drive can often resolve this.

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

    1. Quit Box Drive if it's currently running.
    2. Open a Terminal window and run the following command: 
      fileproviderctl domain remove -A com.box.desktop.boxfileprovider; 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)

        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.

      • 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.

    To manually reset Box Drive on a Mac (kernel-based mode)

    1. Quit Box Drive if it's currently running.
    2. Navigate to your ~/Library folder: In Finder, click the Go menu, press and hold the Alt (Option) key, and then click Library.
    3. See if any files exist in ~/Library/Application Support/Box/Box/unsyncedFiles. These are files that have not been synced (not uploaded to Box). If these files do exist, and if you want to keep them, copy them to any location outside of ~/Library/Application Support/Box/Box/unsyncedFiles (such as your desktop) before proceeding with the steps below, which will delete these files.
    4. Open a Terminal window and run the following command: 
      defaults delete com.box.desktop; rm -rf ~/Library/Application\ Support/Box/Box

      This command will delete Box Drive preferences and application data

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

    Once you restart Box Drive, you can review any archived unsynced files (File Provider Extension mode) or unsynced files you moved elsewhere (kernel-based mode) and either upload them manually or delete them to free up hard drive space.

    Thanks!

    Terms of ServiceAccessibility statement