Troubleshooting Box Drive

Tags box-drive Box

Box Drive:

If you are having issues with Box Drive, there are a number of relatively easy steps that you can take to try to remedy the problem yourself.  If you continue to experience issues after attempting these steps, please submit a help ticket or call the Help Desk at ext. 4357.  

Box Drive Taking Long Periods of Time to Sync:

1. Check your Internet connection and make sure that you can access other sites like google.com through a browser.  If your Internet service is slow for all services (not just Box), you may have another issue. 

2. Close documents that you have open in Box or Box Drive.  Having multiple documents open for editing can slow the performance of Box Drive, making syncs take longer.

3. Log out of Box Drive and restart the application.  Doing this will clear the cache, and may make files sync faster.

Box Drive will not sync a file / Box Drive reports errors syncing:

1. Check the files that are reporting errors: Click on the Box icon in your toolbar, and select the Gear icon (lower right corner for Mac, top left corner for Windows). Click the error message for more details.  More information on symbols and error codes can be found in the chart below:

Box Symbols

2. Make sure that the files do not contain the following symbols: 

  • Box OS-independent restrictions: Box does not support '/' and '\' anywhere in a file or folder name or whitespaces at the beginning or end of a file or folder name.
  • Windows OS restrictions:
    • < (less than)
    • > (greater than)
    • : (colon)
    • " (double quote)
    • / (forward slash)
    • \ (backslash)
    • | (vertical bar or pipe)
    • ? (question mark)
    • * (asterisk)
    • If Windows does not support certain characters in file names, Box marks them as problem files. See the list of Windows file name restrictions. Windows file name restrictions also shown below:
    • Windows does not support folder names that end with a . (period) character. 
  • Mac OS restrictions:
    • Box does not support opening spaces.
    • Box does not recognize Mac’s character conversion in file names (for example, Mac changes any occurrence of / to : in file names).
    • If Mac does not support certain characters in file names, Box marks them as problem files. 

3. If these options do not work, please contact the Help Desk for further support.

Box Drive is Taking up large amounts of drive space:

1. Files marked for offline use take up storage on your local device.  Please review the files that you have marked for offline use, and unmark ones that you do not need in the near future.  We strongly encourage users to use the "offline use" feature selectively, and only when you know that you will not have Internet access for extended periods of time.  

2. Log out of Box Drive.  Often logging out and restarting the application will clear the cache, freeing up some space. 

3. After trying steps 1 & 2, if you are still experiencing issues please contact the Help Desk for additional support.  

Other Issues:

If you have other issues, you may check the Box Documentation, or contact the Help Desk through submitting a ticket or calling ext. 4357.   

 

Details

Article ID: 76156
Created
Tue 4/16/19 11:00 AM
Modified
Mon 10/18/21 3:02 PM