Box Drive's system extension failed to load

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  • tim gauthier

    Tan - Thank you, i will give this another go.

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  • Ivan Bazarov

    disappointing! this is not rocket science, something a responsible outfit ought to fix quickly.

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  • Brent

    Hello All -

    Jumping into this thread to share a few updates.

    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 (a supported OS) and not on a device running Apple's new M1 chip, we recommend enabling the system extension and rebooting as advised in the error message. In limited situations where this does not remediate the issue, 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).

    UPDATE (03/12/2021): Thank you to the Enterprise customers who enrolled in the Private Beta for Drive on M1 devices. We are no longer accepting new enrollments at this time as our teams prepare next steps to support further launch activities. Thanks for your patience as we worked to provide this support.

    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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  • David Hood

    Such a shame that BOX has not been able to step up to the plate and support the M1 chip like so many other developers have.

    I am now facing massive productivity issues at work. Early 2021 you may as well say never...

    poor show, poor poor show.

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  • Shaun August

    It's nice to finally get an official statement. I think it is also fair to point out that it was announced almost a year ago that kernel extensions would be deprecated in Big Sur. Even though Apple walked this back the development path should have been clear. It's my understanding that Apple uses box internally (at least that was one of the ways it was sold to me). It's tough to be told that box is the Apple friendly dev and then be told to use the web interface for three months while they sort out the technical issues of basing their mac integration on an open source library that box does not appear to be contributing to. 

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  • David Hood

    I think your being optimistic that it will be only 3 months.

    The lovely marketing spiel of early 2021 can basically mean anywhere up to June!

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  • Jim J

    I was able to resolve the problem by opening System preferences under Security and Privacy there was a message that Box extension had been blocked.  I unlocked the setting and selected the allow option.  A restart was required.

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  • Box User

    I finally gave up on Box.  It's not like this is a one-off, it happens every time there's a MacOS release.  It breaks Box and takes many months for them to address it.  They have plenty of notice these releases are coming, and I'm sure they have access (as do I) to download pre-release versions and ensure compatibility with the release.

    Moved everything to Onedrive, which consistently works fine, presumably as it doesn't skirt around the way the OS works.

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  • Markus Lahner

    I have exactly the same problem with the latest Box update - but I work on OSX 10.14.6 (Mojave) and not on Big Sur. Until yesterday everything went fine, but the latest update (version 2.18.117) broke Box.

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  • Tan Sharma

    I've tested this a number of times and have found 2 main scenarios :

    1) Upgrade machine that has Box installed to macOS 11

    - post upgrade Box still works - this is most likely because the kext is already loaded pre-upgrade and that state is preserved. As such the system allows the kext to be used when called by the application. 

    worth noting, if the kext is unloaded from the system post upgrade for any reason you'll end up with the same issue as 2

    2) Clean install of Box on macOS 11 consistently fails to launch

    - you get a notification to say you need to "Allow" the extension in Security & Preferences but there is nothing to allow. This is because the extension isnt actually loaded. If you try and load the extension manually (CLI), the system will tell's you that you're trying to load the extension from the wrong place. The OS expects the extensions to be in specific (pre-defined) directories.  

    You can get the application to work by copying the kext to one of these locations and loading it manually, however this isn't an official fix. 

    Box's claim that it's working on Big Sur (Intel mac's) as expected seems to be exaggerated. What I don't get is why it's so hard for them to release a patch, we've demonstrated a potential "quick fix" in this very thread. 

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  • Shana Davidson

    I am INCREDIBLY disappointed that you were not prepared, and have not fixed, this problem.  You have ONE WEEK or I am migrating to dropbox.  Running Big Sur on M1 chip.

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  • Nate Borland

    We've already started work to transition to OneDrive for Business instead of Box. This was a major misstep by Box.

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  • Zhuoqun Hu

    Good to finally have some updates, and good to know that the Box management team completely ignores the Mac system even though the new architecture was announced 5 months before the consumer laptop was out.  The management team could've allocated much more resources on this transition so that fewer people would even think about moving to other services.  I already did and probably won't look back. 

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  • Tan Sharma

    For anyone who tried the 'fix' on their intel Mac (https://support.box.com/hc/en-us/community/posts/360051323454/comments/360013689894) :

    Just to confirm that the 'fix' survives os updates - just updated to RC 11.1 and although Box complains about not being able to load the extension (because theirs is in the wrong directory), the extension actually loads. 

     

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  • Søren Riis Mønsted

    Hi Tan Sharma,

    Thanks for sharing. I was trying the 'fix' earlier, but it failed to work on my MacBook 2020 (Intel CPU). First, I got this error:

    Executing: /usr/bin/kmutil load -p /Library/Extensions/box.fs/Contents/Extensions/11.0/osxfuse.kext
    Insufficient permissions for action: Unable to load 'com.softraid.driver.SoftRAID' in unprivileged request.

     

    Then I tried the same command with sudo, but got a different error:

    Executing: /usr/bin/kmutil load -p /Library/Extensions/box.fs/Contents/Extensions/11.0/osxfuse.kext
    Validating extension failed: KernelExtension com.box.filesystems.osxfuse v313.10.2 in executable kext bundle com.box.filesystems.osxfuse at /private/var/db/KernelExtensionManagement/Staging/com.box.filesystems.osxfuse.I7VRR8/osxfuse.kext:

    Filesystem error: Invalid ownership (501:20) should be (0:0) on /private/var/db/KernelExtensionManagement/Staging/com.box.filesystems.osxfuse.I7VRR8/osxfuse.kext
    Filesystem error: Invalid ownership (501:20) should be (0:0) on /private/var/db/KernelExtensionManagement/Staging/com.box.filesystems.osxfuse.I7VRR8/osxfuse.kext/Contents
    Filesystem error: Invalid ownership (501:20) should be (0:0) on /private/var/db/KernelExtensionManagement/Staging/com.box.filesystems.osxfuse.I7VRR8/osxfuse.kext/Contents/_CodeSignature
    Filesystem error: Invalid ownership (501:20) should be (0:0) on /private/var/db/KernelExtensionManagement/Staging/com.box.filesystems.osxfuse.I7VRR8/osxfuse.kext/Contents/_CodeSignature/CodeResources
    Filesystem error: Invalid ownership (501:20) should be (0:0) on /private/var/db/KernelExtensionManagement/Staging/com.box.filesystems.osxfuse.I7VRR8/osxfuse.kext/Contents/MacOS
    Filesystem error: Invalid ownership (501:20) should be (0:0) on /private/var/db/KernelExtensionManagement/Staging/com.box.filesystems.osxfuse.I7VRR8/osxfuse.kext/Contents/MacOS/osxfuse
    Filesystem error: Invalid ownership (501:20) should be (0:0) on /private/var/db/KernelExtensionManagement/Staging/com.box.filesystems.osxfuse.I7VRR8/osxfuse.kext/Contents/Info.plist
    Kernel request failed: (libkern/kext) not loadable (reason unspecified) (-603946989)

    I must admit I'm no expert, so I don't know if this is a trivial error relating to file permissions?

    Thanks :-)

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  • Tan Sharma

    Hi Søren Riis Mønsted

    That is most certainly a permissions issue. The first user created on a Mac gets the UID 501, which is most likely your account. The second part '20' is the group id for staff, which your account would be part off. 

    You'll need to make sure that the extension is owned by 'root'

    Navigate to Library/Extensions and then run the following:

    sudo chown -R root:wheel box.fs 

    When prompted for a password, enter the password for your account. The above line recursively sets the ownership for the 'box.fs' folder and all its contents to root:wheel. Now run the kext load command again:

    sudo kextload /Library/Extensions/box.fs/Contents/Extensions/11.0/osxfuse.kext

    If all goes well, you should see a prompt and an Allow option in System Preferences. 

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  • Paul Kennedy

    Same problem. Big Sur, M1 chip -. no go w box drive. Beta solution next year for enterprise clients seems kinda lame. Was m1 chip a surprise?

     

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  • David Garrity

    The official comment directs to the know issue page, where this issue is not recognized, unless I am missing something?

     

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  • Tan Sharma

    @David, The issue is recognised here: https://support.box.com/hc/en-us/articles/360045231753-Known-Product-Issues
    Both links in the blurbs below - point back to this forum post. 

    Box Drive and macOS Big Sur Temporary Incompatibility

    Our engineering team is investigating an issue when installing Box Drive on a Mac running macOS Big Sur, where some users may receive an error message that reads “Box Drive’s system extension failed to load." Further detail can be found in our Box Community forum post on this topic.

    Box Drive and Apple Silicon (M1 Chip) Macs Temporary Incompatibility

    The current version of Box Drive is not supported on Apple Silicon Macs (devices with the new M1 chip from Apple). This issue will be fixed in a future release to support both Intel-based, and M1-based Mac machines. Further detail can be found in our Box Community forum post on this topic.

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  • David Maestre

    I've been successfully able to install Box on a Intel Big Sur machine. It's running as it should too. 

    I decided to install version. 2.17.176 and I pre-load a configuration profile on the machine. None the less, the trick is now we have to restart the machine after a fresh install and then the Kext / System Extensions load as they should. 

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  • Tan Sharma

    @David did your machine previously have Box Drive installed. The issue we're having is that the Kext is in the wrong location, Big Sur tells you as much when you try and load it. We tried config profiles and whitelisting kext's but that didn't work on our fleet. 

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  • dansnodgrass

    Just installed Box Drive update (2.19.292) and it completely broke my Box install.  I'm on an Intel MacBook Pro running Big Sur.  The installation guide dialog says "Please enable the Box system extension in System Preferences" and then provides some meaningless steps.

     

    Bottom line, there is no longer a Box system extension to be found in the Security and Privacy Prefs. 

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  • David Maestre

    @Tan Sharma,

    I just verified and made sure there were not remnants of the product left behind after an uninstall. 

    Just tried a fresh install via a policy and installed as it should. Yes, I got he pop-up about needing Kext Loading so I quit and restarted the machine as it specified. At next login, the Box Login Window was ready to go. 

    I rebuilt my package as below. 

    DM

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  • Tan Sharma

    @David , that's interesting. That isn't working for us as the kext is located within /Library/Filesystems/box.fs ....

    KEXT load for the native app fails as it needs to be referenced from one of the following directories in Big Sur: 

    • /System/Library/Extensions
    • /Library/Apple/System/Library/Extensions
    • /Library/Extensions
    • /AppleInternal/Library/Extensions
    • /System/AppleInternal/Library/AuxiliaryExtensions
    • /System/AppleInternal/Diagnostics/AuxiliaryExtensions
    • /System/Library/AuxiliaryExtensions
    • /Library/StagedExtensions

    If you disregard the Apple and System specific directories - SIP might cause issues down the line, the best places to load the kext from would be 

    • /Library/Extensions
    • /Library/StagedExtensions

      Do you get any output if you run: kextfind -b com.box.filesystems.osxfuse -print 
      This should tell you where the kext is being loaded from, but I get a null output. 
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  • David Maestre

    Hi, I get not output on that command. 

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  • David Maestre

    Maybe what I have in place is just a workaround and not an actual permanent fix. 

    I ran a "KEXTFIND -LOADED" 

    And it's not listed in the list. 

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  • Tan Sharma

    Thanks, that's good to know. I have box drive working on my intel machine, but like you get a null output for that command. If I run kextstat | grep -v com.apple, the only non-apple kext is com.box.filesystems.osxfuse

    I've tested the latest downloads and have the same issue on clean installs of Big Sur. We've had to ask our users to either stay on Catalina and use the Box Drive app, or upgrade and switch to the web portal. Isn't going to be straightforward when our M1 shipment arrives.  

     

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  • Tan Sharma

    @David, my guess is that your workaround considers it a user approved kext. If i can dig up how mine's being loaded, I can get you to confer if you see the same thing on your machine. 

     

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  • Orla Dunleavy

    I also have this issue! Really annoying.

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  • Ali Fathi

    This is absurd, Box has months to sort this out. I am regretting the fact that we moved from Dropbox to Box. The customer service is crap at Box!! Whoever, read these notes, think twice before using Box!!

     

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