Box Status

Box Drive (desktop) won't work since updating to MacOS Sonoma

Completed
Follow
New post
Marc L Steinberg

Since updating to MacOS Sonoma, I cannot access my files in Box via Finder. When I go to the Box app, it appears to open, but then quickly gives me the error, "Something went wrong and Box Drive needs to quit."

I can access my files via Box on the web, but this is extremely inconvenient.

What do I need to do for Box Drive to work with MacOS Sonoma?

0

Comments

4 comments

Date Votes
  • Rona

    Hi Marc, 

     

    Welcome to Box Community and glad to help! 

     

    We've created a new case and a member of our team will contact you through email, please keep an eye out. 

     

    Thanks for posting!

    0
    Comment actions Permalink
  • Joe Wang

    Greeting.

    I meet the same issue as Marc, could anyone reveal how to fix it?

    0
    Comment actions Permalink
  • Marc L Steinberg

    Joe - below is the solution they emailed me (which worked for me):

    Renz Martin (Box Customer Success)

    Oct 2, 2023, 3:18 PM PDT

    Hello Marc,
     
    Thank you for the information.
     
    In attempt to troubleshoot the issue, let's try to perform a manual reset in order to realign the connection of the app to our server and improve its performance. Kindly follow the instructions carefully to prevent any further issues:
    1. Quit Box Drive if it is running.
    2. Open a Terminal window and run the appropriate command based on your macOS version and Box Drive version:
      macOS 12.x and macOS 13.x with Box Drive version 2.35 and earlier
      /Applications/Box.app/Contents/MacOS/fpe/streem --remove-fpe-domain-and-archive-unsynced-content Box ; 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) (macOS 11.x)
          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.
        • ~/Library/CloudStorage/Box-Box (<current day and time>) (macOS 12.x and newer)
      • 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. Restart Box Drive and follow the prompt to log back in.
     
    Please let me know if the issue still persist after running the command so we can investigate further.
     
    Kind regards,
     
    Renz
    Box Product Support
    0
    Comment actions Permalink
  • Joe Wang

    Hi Marc,

    Thanks for your sharing, however, my problem is not fixed completely. Maybe next version will be ok.

    0
    Comment actions Permalink

Please sign in to leave a comment.