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Dear Box Support Team,

I am experiencing an intermittent connection issue with Box Drive. After quitting and relogging into the application, it functions normally; however, the error message "Your device couldn’t connect to the server. There may be a problem with the server or network." reappears after approximately 6-8 hours.

This recurring issue disrupts my workflow, and I would appreciate your assistance in resolving it.

Thank you for your support.

Hi ​@abhinand_n, 

Welcome to Box Community, and we’re glad to help with your Box Drive connection error. 

 

As we begin to troubleshoot, we’d like to start with the few details about this error: 

  • What is the Operating System running in your machine? 
  • See if you’re running Box Drive’s latest version. 
  • Can you take a screenshot of this error and attach it in this thread. 
  • Kindly submit your Box Drive logs. (You can follow the instructions according to your Operating System.)

Thanks for posting, and we look forward to your reply!

I am sorry I can't disclose the box drive logs but the rest of the details have been given below

Box-drive version : 2.46.241-Box version

Screenshot of error

the os version currently running

I am sorry I can't disclose the box drive logs but the rest of the details have been given below

Box-drive version : 2.46.241-Box version

Screenshot of error

the os version currently running

​@Rona Box 

Hi ​@abhinand_n, 

Thank you for responding, 

 

We suggest that you run the following troubleshooting steps to resolve the error. 

Please reset your Box Drive application manually: 

  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. Click Reset. 
    • You should see a prompt stating “Box Drive reset successfully”.
      MacOS_Box Drive_Reset Successful.png
  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>)”.

 

Once you restart Box Drive, you can review any archived unsynced files and either upload them manually or delete them to free up hard drive space.

 

If the issue persist, please uninstall and reinstall your Box Drive application. 

 

Hope it helps, and please let us know how it goes! 

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