Unable to Use Box

Hi there,

Welcome to Box Community and glad to assist!

To resolve your Box Drive login issue, please try to reset your Box Drive App manually. 

 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.

• You may need to show hidden folders to see \AppData.

If you are still having trouble, please open a support ticket.

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

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. Select Restart and then OK to confirm the restart was successful. 
5. Open Box from your application folder and log back in. 

If there are any issues with the above process, follow these alternative steps to reset Box Drive.

1. Quit Box Drive if it is running.
2. Open a Terminal window and run the appropriate command based on your macOS version and Box Drive version:
   macOS 11.x  and macOS 14.x with any version of Box Drive
   

   fileproviderctl domain remove -A com.box.desktop.boxfileprovider; defaults delete com.box.desktop; rm -rf ~/Library/Application\ Support/Box/Box

   
   macOS 12.x and macOS 13.x with Box Drive version 2.35 and earlier
   

   /Applications/Box.app/Contents/MacOS/fpe/streem --remove-fpe-domain-and-archive-unsynced-content Box ; defaults delete com.box.desktop; rm -rf ~/Library/Application\ Support/Box/Box

   
   macOS 12.x and macOS 13.x with Box Drive 2.36 and newer
   

   /Applications/Box.app/Contents/MacOS/fpe/streem --remove-fpe-domain-and-preserve-unsynced-content Box ; 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) (macOS 11.x)

       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.

     • ~/Library/CloudStorage/Box-Box (<current day and time>) (macOS 12.x and newer)
   • 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.

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 it helps! 

I followed the steps you provided, but the situation remains unchanged.

May I ask for an update on the confirmation?

May I ask for an update on the confirmation?