Box Drive Fails after Catalina 10.15.7 (19H15) update

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  • Official comment
    Howard

    Hi everyone, sharing some updates from our support team in the following thread: https://support.box.com/hc/en-us/community/posts/360051323454

    From Brent:

    "First and foremost, thank you for raising concerns with Box Drive and related challenges on macOS-based computers running macOS 11 (Big Sur). I understand this is not a desirable situation for impacted customers. We are tracking these threads and support cases closely and providing all data points to our Engineering team where this is a High priority investigation.

    For purposes of transparency, there are two, separate issues at play:

    • Support of Box Drive on devices running macOS 11 (Big Sur)
    • Support of Box Drive on devices with Apple's New M1 Chip

    From a user experience perspective, both issues will result in the same error: "Box Drive's system extension failed to load"

    Currently, for customers running Big Sur and not on a device running Apple's new M1 chip, we've seen some success with a command-line workaround suggested in this thread. However, please note that while this workaround may enable Box Drive, this is not a supported solution. A future update of the application that includes a permanent fix may encounter unknown issues for those that have implemented this workaround. With that said, our Engineers are looking into this issue with high priority and are working with all stakeholders to find a resolution for this quickly.

    For customers on Apple’s new Silicon M1 chip, we are unfortunately unable to provide a similar workaround and do not, at present, support the devices on Box Drive. That said, our Engineering team is actively working to add support for the M1 chip on Box Drive. A Beta is planned in early 2021 for our Enterprise customers. Meanwhile, customers on these devices are encouraged to leverage our web-based application (https://app.box.com).

    While we recognize this isn't the greatest news for some, we did want to provide some transparency and clarification. We have also added both of these issues to our Known Product Issues article. We thank you for your continued patience and active community engagement.

    Best,
    Brent (Director, Product Support)"

     

    "

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  • France

    Hi Mark, 

    Welcome to the Box Community! 

    This would be something our Support team would like to investigate with you and may require specific account information.  

    It seems you already have an open ticket for this issue with our support team, please continue working with them and check your email for updates.

    Thanks for your patience and please comeback and let us know how it goes.

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  • JEAN-YVES SGRO

    I have the same problem today after going from Mojave to Catalina.

    Having a solution here would be nice.

    Thanks

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  • JEAN-YVES SGRO

    I fixed the problem (or so I thought) as it worked for a few days (details are in my  blog on dna.today article titled: "macOS Catalina – when Allow does not appear in System Preferences")

    But today Box drive stopped again and this no longer has any effect. So it may have been something else but no idea what!

     

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  • JEAN-YVES SGRO

    Just a little bit later... I was missing a step in the process and I edited the blog in dna.today (also in archive.org)

    The complete step by step solution would be:

    – Follow details on https://apple.stackexchange.com/questions/398514/no-allow-button- in-security-and-privacy-preferences to get the vendor number which is M683GB7CPW for BOX
    – (possibly: download and re-install Box Drive)
    – restart in recovery mode (Command R)
    – launch Terminal in recovery mode (Utilities menu in the top menu bar) and give command: sudo spctl kext-consent add M683GB7CPW
    -Reboot
    -Run kernel test:
    sudo kextutil -t -v 6 /Library/StagedExtensions/Library/Filesystems/box.fs/Contents /Extensions/10.11/osxfuse.kext/

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  • Wayne Carey

    I, too, have found that since updating to mac OS 10.15.7 that Box Drive stopped working.  I reset my permissions, restarted the computer, zapped the PRAM, uninstalled Box Drive and tried to reinstall but immediately received an error message telling me that the app I was installing was trying to overwrite newer files and the installer would stop.  I'm at a loss...  Nothing seems to work that I've read so far.

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  • JEAN-YVES SGRO

    Hello Wayne, did you try the method I posted yesterday?

    Not sure what you mean by "reset my permissions"

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  • Wayne Carey

    Jean, I tried it but it wouldn't work.  When I type in the Terminal command exactly as you have above in Recovery mode, I get an error message saying, "sudo: command not found" and when I restart my computer Box continues to crash when starting up.  So I tried it without the sudo command and I immediately got a warning showing me proper usage of the spctl command.  Still no good.  Why is it that Box worked fine under 10.15.6 but not under 10.15.7?   I even have it working perfectly at home running Big Sur 11.1.  By the way, the attached screenshot is what I am seeing when I start my computer.  This is frustrating.... 

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  • JEAN-YVES SGRO

    In recovery mode indeed you don't want to include `sudo` as I discovered later.

    The command is therefore just `spctl kext-consent add M683GB7CPW`

    But after rebooting I did use `sudo` in `sudo kextutil -t -v 6 /Library/StagedExtensions/Library/Filesystems/box.fs/Contents /Extensions/10.11/osxfuse.kext/`

    You need to have "admin" privileges on your computer to use `sudo` and you'll need to enter that password.

    If you don't have admin privileges then the command will fail, and if you enter it without "sudo" it will not have any effect.

    I am just a regular user... I took me about 1 month to assemble these commands!

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  • sam

    I have MacbookPro with M1 chip and Big Sur.  Reading the above, expecting Beta fix in early 2021 - any updates from the development team?  I would like to volunteer to beta test. 

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  • Wayne Carey

    Jean, thanks for trying but nothing is working for me at all.  The commands only give me more headaches because it shows of list of how those commands can be used nothing else happens.  Box still doesn't run.

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  • Wayne Carey

    Ok...  This is crazy!  I went back to the Box.com support website for Box Drive and I followed their uninstall procedure using Terminal again.  I've done this many times and its not worked.  Today it worked and after reinstalling Box Drive, it works perfectly (for now).  Here's the Box support site procedure:

    Mac:

    1. Quit Box Drive
    2. Run the uninstaller script:
      • Launch Terminal.
      • 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.

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  • JEAN-YVES SGRO

    Excellent !!!!

    (But please. note that when you did the Copy/paste for the "sudo kexutil..." command that because of the formatting on this site there is a return character that is converted into a blank space between "Contents" and "/Extensions" (I can see it on your screen capture above. That is why it certainly did not work.)

    In any case since the uninstall worked for you it is solved! (I also tried to uninstall, and even re-install with "brew" but that had not helped me.

    And thanks for sharing your solution!

    JYS

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