How to Collect Apple MacOS System Logs ("sysdiagnose") for Box Application Issues

Sometimes, when troubleshooting complex issues with Box Desktop, it's necessary for us to get some additional information to troubleshoot the issue further. To help us get to the root cause of the issue, please send a copy of your MacOS System Logs.

Box Product Support may request that you “collect sysdiagnose logs”, referring to the logs for the MacOS system components. To generate these logs, please follow the steps listed below:

1. Download the file iCloudDrive.mobileconfig from Box.com: https://cloud.box.com/v/FPESysdiagnoseProfile
2. Click to open the newly downloaded file, and verify that you see a pop-up message like this:
   
3. Open System Settings, then find and choose the General → Device Management section.
   
    
4. In Device Management, look for and select the entry “Downloaded → iCloud Drive Diagnostics Profile”.
   
5. Click “Install…” and follow the steps to complete the installation.
   
6. At the end, you will return to the Device Management section of System Settings, with the “iCloud Drive Diagnostics Profile” entry now in the “User” section.
   
7. Reproduce your problem: take the actions if any that cause the problem to be triggered, and verify that you see the problem occurring.
   • Note down the date and time you did the reproduction and what particular files and folders were affected by the problem, or use a screen recording tool to show us that information.
8. After reproducing the problem, Submit Box Drive logs.
9. Launch the built-in “Terminal” app from the Applications folder, or by searching for the app in Spotlight search or from the Launchpad app launcher.
10. Run the “sudo sysdiagnose -L” command:
    • At the “$” or “%” prompt, enter the text “sudo sysdiagnose -L” (without quotes) and then press Return.
    • If the system requests a password, enter your macOS password to allow the command to be run, then press Return.
      • You will not see your password as you type it in.
      • If the system replies that your password is accepted but you are still not allowed to run the command, ask a computer administrator for help.
        
11. Wait for “sudo sysdiagnose -L” to complete successfully. You’ll know it’s done when a new folder window pops up with a file selected whose name looks like “sysdiagnose_2023.04.24_[…].tar.gz”. This is the newly created “sysdiagnose” log file.
    
    • If you can’t find the file or the new folder window, check the “sudo sysdiagnose -L” command output. You’ll see a message that shows the file location: “Output available at '/private/var/tmp/sysdiagnose_2023.04.24_[…].tar.gz'".
      • Copy the text in the single quotes (‘_’) starting with /private, then type this command and press Return to display the folder window: “open -R <text starting with /private>”
12. [Optional] Remove the “iCloud Drive Diagnostics Profile” entry. To do this, return to System Settings, reopen Device Management, then select “iCloud Drive Diagnostics Profile” and click the “-” minus sign button.
    • If you don’t do this, the profile will automatically deactivate after 2 weeks, but your computer may run more slowly until then.
      
      
13. That’s it! Send the following items back to Box Customer Support:
    • Date and time you reproduced the problem
    • Which files and folders were affected by the problem when you reproduced it
    • Time you submitted Box Drive logs
    • The “sysdiagnose” log file that was just created