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Hello,

I’ve been experiencing some issues with Box, the files I upload are not syncing to my boss's local Box drive, but then when he goes online he can see the files. 

It appears that this only happens to his computer, since all my other colleagues can see the files syncing in their local Box drive.

Please help. Thanks!

 

Hi ​@Winston Liu 

 

Welcome to Box Community and glad to help!

 

You may proceed and reset your Box Drive manually. Please follow the steps according to your Operating System. 

 

 New Version - 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. Run command 
    “C:\Program Files\Box\Box\FS\cf\cfctl.exe" drive reset Box
    on command prompt. Files not uploaded to Box will be saved to the Desktop with a timestamp.
    1. The output should say “Box Drive reset completed successfully” at the end. If this is not so, then it may be that some files were still open and could not be deleted. Once everything is closed, a re-run of step 2 should be successful.
  3. From RegEdit, delete the registry entries under HKEY_CURRENT_USER/Software/Box/Box to clear Box preferences.
  4. Restart the Box Drive and follow the prompt to log back in.

 

 Legacy Version - 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\[USERNAME]\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\[USERNAME]\AppData\Local\Box\Box\ (such as your desktop). Proceeding with the steps below deletes these files.
  3. Delete this folder: C:\users\[USERNAME]\AppData\Local\Box\Box.
  4. From RegEdit, delete the registry entries under HKEY_CURRENT_USER/Software/Box/Box to clear Box preferences.
  5. Restart the Box Drive and follow the prompt to log back in.

 

 To manually reset Box Drive on a Mac 

  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.

 

Hope this helps!

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