Error Message 'Unable to open folder'
I recently installed box drive on a new device, and after a few hours of normal use, I've been getting bombarded with a strange error message 'unable to open folder' for many folders i have tried opening (though certainly exist within our shared documents).
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This began happening to me as well last week and is getting progressively worse!!! It's crippling my ability to work. Uninstall/Re-Install on Mac OS didn't solve the problem. Happening to a couple of other people in our organization as well.
Has any progress been made on this?
Device info:
Macbook Pro (2019)
MacOS Catalina (10.15.7)
2.3 GHz 8-Core intel Core i9
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The response I received is below. I haven't had the user test this as it would seriously impact his productivity, so can't confirm whether this resolved our issue yet.
After taking a look at the logs, it appears that processes called "Adobe Media Encoder 2021" and "Adobe Premiere Pro 2021" are making a large number of requests on the files in your Box Drive folder.
When applications try to open files throughout all of Box, Box Drive must fetch lists of file names in every Box folder from Box.com that the user has access to. To preserve fast and reliable service for other Box users, Box.com will often reject excessive traffic like this from Box Drive, forcing Drive to slow down (i.e. rate limiting). It appears that most of the Drive popup notifications this user got were to tell the user of transient failures due to these rejections from Box.com.
As a test, can you try uninstalling these programs temporarily and see if the issue still persists? You may also want to reach out to Adobe to receive guidance on how to allow-list the necessary Box Drive folders in their programs so they aren't continually scanned:-
C:\Users\username\AppData\
Local\Box\Box -
C:\Users\username\Box
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C:\Program Files\Box\Box
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Update from Box: We have discovered that Apple's Finder extension is making excess calls to Box file systems, and our engineers are working alongside Apple to uncover why this is now affecting multiple customers. While I do not have an ETA on a fix for this, I will hold onto this ticket and update with further information as soon as Apple has provided more updates.
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I think we actually do use Nessus too, so that would make sense.
We ended up having to (for the few affected users) exclude Powershell as a "banned process" for Box, for a workaround:
Close Box completely and set the following registry key:- Create the regkey
HKEY_LOCAL_MACHINE/Software/Box/Box/BannedProcessNamesand set to aREG_MULTI_SZtype. - Then add the name of the process to the list,
powershell.exe
I also added DBUtilRemovalTool.exe to the list as well, since the affected users were all on Dell Laptops. After a restart and exiting and then signing back in to Box, the error notifications stopped.
No word yet on a more direct fix.
- Create the regkey
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