What causes "Box Drive Problem Items ('Error Updating an Item')"?

Names with characters Windows rejects ( : " | ? *), / or \ anywhere, leading/trailing spaces, or Windows folder names ending in a period Unsupported file types: Outlook PST, QuickBooks files, Google Docs/Sheets, Mac package files on Windows Not enough free disk space for the download or the local cache copy The folder owner's storage quota is exceeded Moving a collaborated folder in a way that would change ownership Online-only files opened while offline

How do I fix "Box Drive Problem Items ('Error Updating an Item')"?

1. Open the problem items list: Click the Box icon in the menu bar or system tray Click the Gear icon and choose 'Error updating an item...' Read the reason shown next to each item 2. Rename items with unsupported names: Rename the file on box.com or locally, replacing invalid characters (for example with an underscore) Remove leading or trailing spaces and trailing periods on folder names 3. Handle unsupported file types in the web app: Upload or manage PST, QuickBooks and Google Docs files through box.com instead of Box Drive For iWork files, open them and choose File > Advanced > Change File Type > Single File 4. Free up disk space or ask for quota: Switch offline folders back to online-only to free space For 'Quota Exceeded', tell the folder owner or ask your Box admin for more storage 5. Move collaborated folders on box.com: Move the folder back to its original local location Make the move on the Box website instead 6. Retry everything: In the problem items list, click Retry All (single items can't be retried) Box Drive also retries automatically when it restarts If 'Unexpected Error' remains, log out and back in to Box Drive or open a ticket with Box support

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Box Drive Problem Items ('Error Updating an Item')

Workaround available Windows, macOS Updated October 21, 2026

Quick answer

Box Drive lists files it can't sync as problem items under Gear > 'Error updating an item'. Most are unsupported names or file types, a full disk, or the folder owner's quota. Fix the cause shown for each item, then click Retry All.

Most likely fix: Open the problem items list.

Symptoms

Red exclamation icons on files, a notification about items that failed to sync, and errors such as 'Action Failed: Unsupported Name', 'Unsupported File Type', 'Quota Exceeded' or 'Insufficient Free Disk Space'.

Why it happens

Names with characters Windows rejects (< > : " | ? *), / or \ anywhere, leading/trailing spaces, or Windows folder names ending in a period
Unsupported file types: Outlook PST, QuickBooks files, Google Docs/Sheets, Mac package files on Windows
Not enough free disk space for the download or the local cache copy
The folder owner's storage quota is exceeded
Moving a collaborated folder in a way that would change ownership
Online-only files opened while offline

How to fix it

Try these in order — the most common fix is first.

1. Open the problem items list
1. Click the Box icon in the menu bar or system tray
2. Click the Gear icon and choose 'Error updating an item...'
3. Read the reason shown next to each item
2. Rename items with unsupported names
1. Rename the file on box.com or locally, replacing invalid characters (for example with an underscore)
2. Remove leading or trailing spaces and trailing periods on folder names
3. Handle unsupported file types in the web app
1. Upload or manage PST, QuickBooks and Google Docs files through box.com instead of Box Drive
2. For iWork files, open them and choose File > Advanced > Change File Type > Single File
4. Free up disk space or ask for quota
1. Switch offline folders back to online-only to free space
2. For 'Quota Exceeded', tell the folder owner or ask your Box admin for more storage
5. Move collaborated folders on box.com
1. Move the folder back to its original local location
2. Make the move on the Box website instead
6. Retry everything
1. In the problem items list, click Retry All (single items can't be retried)
2. Box Drive also retries automatically when it restarts
3. If 'Unexpected Error' remains, log out and back in to Box Drive or open a ticket with Box support

This guide also covers

box drive problem items
box error updating an item
box drive unsupported name
box drive red exclamation
box cannot sync problem item

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