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Cadence Design Library Sync Issues.

I'm an authorized PCB design vendor for TI.  We utilize the Cadence Design Library.  We are having problems with syncing the TI design library with our system using the Box Sync software that the TTPEG team requires us to use.  We can log into the Box Sync web service and see the files, however not all the files listed on the BOX Sync are showing in our system.  This is causing issues with creating PCB designs for TI and need support to help resolve this issue.