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Box Drive not installing on Mac

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Michelle Hughes

My box drive wasnot synching with my box account. The files showing in my box drive were not appearing in the browser application of box. To solve this I uninstalled box drive. Now whenever I try to install it again I get this error: 

 

I am currently running macOS Sonoma v 14.2.1. 

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  • Ann

    Hi Michelle,

    Welcome to Box Community!

    I recommend that you manually delete traces of Box Drive and then re-install the updated version of the app. 

    The steps to uninstall are listed below:

    Mac:

    1. Quit Box Drive
    2. Open a Terminal window and run the appropriate command based on your macOS version and Box Drive version:
      macOS 11.x  and macOS 14.x with any version of Box Drive
      fileproviderctl domain remove -A com.box.desktop.boxfileprovider; defaults delete com.box.desktop; rm -rf ~/Library/Application\ Support/Box/Box

      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

      macOS 12.x and macOS 13.x with Box Drive 2.36 and newer
      /Applications/Box.app/Contents/MacOS/fpe/streem --remove-fpe-domain-and-preserve-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. 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 you have finished typing it in.

    Let me know if you need additional assistance and thank you for posting!

     

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  • Michelle Hughes

    Hello, 

     

    Thank you for your reply. I followed all the steps you mentioned and in the end the app was confirmed to be uninstalled in the terminal window. Unfortunately when I downloaded and tried to run the installer again the same error ocurred... Is this a problem of compatibility with the Mac Sonoma 14.2.1 operating system? 

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  • landon yarrington

    For MacOS 14.3, I am getting the same errors, regardless of whether I install from the .pkg from box.com or I install the homebrew cask (they're both the same anyway). The installer log shows this error:

    ```

    Feb  1 00:05:22 mylaptop Installer[2586]: Could not load resource readme: (null)
    Feb  1 00:05:22 mylaptop Installer[2586]: Could not load resource license: (null)
    Feb  1 00:05:27 mylaptop installd[690]: PackageKit: ----- Begin install -----
    Feb  1 00:05:30 mylaptop installd[690]: PackageKit: Install Failed: Error Domain=PKInstallErrorDomain Code=112 "An error occurred while running scripts from the package “BoxDrive.pkg”." UserInfo={NSFilePath=./postinstall, NSURL=file:///Users/me/Downloads/BoxDrive.pkg#BoxDesktopScripts.pkg, PKInstallPackageIdentifier=com.box.desktop.installer.scripts, NSLocalizedDescription=An error occurred while running scripts from the package “BoxDrive.pkg”.} {
            NSFilePath = "./postinstall";
            NSLocalizedDescription = "An error occurred while running scripts from the package \U201cBoxDrive.pkg\U201d.";
            NSURL = "file:///Users/me/Downloads/BoxDrive.pkg#BoxDesktopScripts.pkg";
            PKInstallPackageIdentifier = "com.box.desktop.installer.scripts";
        }
    Feb  1 00:05:30 mylaptop Installer[2586]: Install failed: The Installer encountered an error that caused the installation to fail. Contact the software manufacturer for assistance.
    Feb  1 00:05:30 mylaptop Installer[2586]: Displaying 'Install Failed' UI.
    Feb  1 00:05:30 mylaptop Installer[2586]: 'Install Failed' UI displayed message:'The Installer encountered an error that caused the installation to fail. Contact the software manufacturer for assistance.'.

    ```

    None of the forum tips help. I am losing time unable to work. FIX!

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  • landon yarrington

    I learned the cause of the failure problem is that Box's Team ID is not explicitly allowed in the device profile. Users have two options: 1) ask your IT admins to alter the profile to allow Box products to be installed; 2) nuke all device profiles and `jamf` software as root. You should probably do #1.

    Box Support: you need to do a better job of alerting users to this issue. I had to find this myself: https://support.box.com/hc/en-us/articles/360043697474-Installing-and-Updating-Box-Drive#h_01HAYMPWJ6H0SRFWGYQXP82VN7

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