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Unable to install box drive on Mac running Ventura 13.3.1

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Clara O'Brien

Box drive will not open since installing Ventura 13.3.1. I have removed the app and tried to reinstall but it just says 'installation failed please contact software developer'. I have read similar support articles and tried following some of your suggested steps to resolve the issue but it is still not working and will not now install.

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  • Rona
    • Edited

    Hi Clara, 

    Welcome to Box Community and glad to assist! 

    Please make sure that you've completely uninstalled Box Drive off of your machine: 

    1. Quit Box Drive
    2. Open a Terminal window and run the following command: 
      fileproviderctl domain remove -A com.box.desktop.boxfileprovider; defaults delete com.box.desktop; rm -rf ~/Library/Application\ Support/Box/Box

      This command will:

      • Archive all files that are not synced (not uploaded to Box) from "~/Library/CloudStorage/Box-Box" and move it to a new folder at "~/Box-Box (Archive)

        Note

        If you already have a "~/Box-Box (Archive)" folder from a previous manual reset, the folder will be named "~/Box-Box (Archive) 2", or if that name is already taken, "~/Box-Box (Archive) 3", and so on.

      • Exclude from the above archive files that are “up-to-date” or synced on Box
      • Re-create the parent hierarchy of the archived files
    3. While still in the Terminal window, now run the uninstaller script:
      • Type the following and press Enter: 
        /Library/Application\ Support/Box/uninstall_box_drive

    You do not see your password as you enter it. Just press ENTER when have finished typing it in.

    Restart your machine and reinstall your Box Drive here. 

    Hope it works! 

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  • Clara O'Brien

    Thanks for your response, but this has not worked. Instead I get the following error message when I try and install:

    'The installation failed. The installer encountered an error that caused the installation to fail. Contact the software manufacturer for assistance.'

    Do you have any alternative suggestions or plans to fix this problem for mac users?

    Thank you.

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