Can't Open Box, Need Support Case

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Megan Badger

• June 28, 2024 18:44

I've uninstalled and reinstalled Box, but still unable to open and the link in this prompt sends me nowhere. How do I create a support case?

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• 

  Rona

  • July 02, 2024 22:19

  Hi Megan, 

  Welcome to Box Community and glad to assist! 

  Can you please proceed and try to manually reset your Box Drive application? 

   To manually reset Box Drive on a Mac (File Provider Extension mode)

  1. Quit Box Drive if it is running.
  2. Download and open the Box Reset Tool zip file.
  3. Open the Box Reset Tool from the Downloads folder.
  4. Select Restart and then OK to confirm the restart was successful. 
  5. Open Box from your application folder and log back in. 

  Note: The Box Reset Tool will write logs of actions performed to your Desktop folder under “Box-ResetTool-logs_(<current day>)”.

  If there are any issues with the above process, follow these alternative steps to reset Box Drive.

  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 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. Restart Box Drive and follow the prompt to log back in.

  Hope it works! 

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