I am having trouble syncing and unsyncing files. One particular file that I have tried to sync (and it says it is synced) but I cannot find it on my deskktop.
Another I have tried to unsync, but it is still there.
Please can someone help me with this?
Thanks,
Wendy
Hi Wendy,
Welcome to the Box Community, I'm happy to help!
Can you try to quit or exit the Box Sync application from your menu bar/ system tray and start the app again?
If that doesn't work, try logging out and then log back in from the Box Sync app on your computer and this should help trigger a new sync process. To logout from Box Sync app, click the Box Sync icon from the menu bar/ system tray and then choose "Preferences", it'll open the Sync status window and under "Settings" tab, you'll find the "logout" button.
Also, I wanted to confirm, is it a large folder that you unsynced? If yes, and the folders contains a large number of heavily accessed files and have many collaborators, I would suggest to give it more time to allow the unsync to process. As you can imagine, the amount of change that occurs in these folders on a given day can be quite high (edits, comments, tasks and other metadata). Box Sync sometimes requires a significant amount of time, internet bandwidth and computer power (from your machine) to ensure all changes are reflected in your Box Sync folder.
About the file that is not syncing to your local Box Sync folder, can you check if the name of that file has any special characters? Some operating systems do not support item names containing some special characters which might be preventing your file to sync. For more troubleshooting tips, please take a look at this article: https://support.box.com/hc/en-us/articles/360043696194-Box-Sync-Problem-Notification-Name-Not-Supported
I hope the above information is helpful. If you have other questions, please let us know and we will do our best to help!
Regards,
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