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Mac desktop app no longer working

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Daniel Black

The Box macOS desktop app has stopped working for me. Now every time I try to start it I get a message that says

Something went wrong and Box Drive needs to quit.

Please send us your logs so we can troubleshoot the issue and work to improve the product. If the problem persists, please contact Box Support to further troubleshoot the issue.

I'm using Sequoia on Apple Silicon. Can anyone help me with a solution to this?

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  • Rona

    Hi Daniel, 

    Welcome to Box Community and glad to assist! 

    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 helps! 

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  • Daniel Black

    That fixed it. Thanks very much!

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