Box Drive's system extension failed to load

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292 comments

  • sam

    @Jenn French @Jürgen Fae I agree. Very disappointing, hope they make this a priority and soon. 

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  • doug

    So, since I can't use the product I paid for it seems fair I should get usage credits for every month it takes you to fix your software.

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  • Florian Breger

    Box - Colleagues,

    After not being able to offer a running product for Apple's M1 chip since development announcement June 22, 2020, I honestly lack any confidence in your company.

    What are you doing to gain back this confidence?
    What are you doing to make the Box Drive available?
    When will you start shipping it?
    Will you compensate paying customers for poor service?

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  • Todd Versteeg

    Given the number of posts on this one thread, I can't believe no one from Box has offered any updates. Apparently, they must have too much money to be concerned about customer service. Could you at least offer a quick - "we don't care about your business" comment? 

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  • sam

    They do respond individually from customer support, but I asked them this week if they could please post something publicly on this thread. They are saying there is no ETA yet for when this will be addressed, so I suspect this is why they are hesitant to post an "update".

    However, I would encourage them to post anything just to show that they do care about it and are planning to address the issue.

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  • Justin DJ DNA Adams

    My patience is pretty much done at this point. I check everyday and still no updates. The web option does not work well for me with my file types and I can't believe I am considering moving my data to dropbox. Box needs to at least give us an update more often than over a month.

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  • Drew Shepherd

    Box team: Please make the Box app for iPadOS available for download in the Mac App Store. This should be a simple process and a way for us to use Box on our M1 Macs with some kind native integration until you have a Box Drive update ready. Thanks! 

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  • Zheng Yang

    When will the Box Drive for Apple’s new Silicon M1 chip be ready?  If the update is not going to be released soon, our company plans to switch to MS OneDrive which is working Mac M1 pretty well. 

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  • John Carbuccia

    Please, Please fix Box Drive so it'll work with the Mac M1 ASAP. The inability to use Box Drive is really hurting / affecting productivity and folks at Duke University are starting to STRONGLY CONSIDER using OneDrive.

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  • Debbie Thompson

    @tan sharma

    I have tried all your fixes on my Intel iMac and am not getting anywhere. This is what i get when i run the kextload script you advised. I get the same response when I copy box.fs to library/extensions (as per previous fix) and when i try to get the root to own it, it says the file does not exist.

    Executing: /usr/bin/kmutil load -p /Library/Filesystems/box.fs/Contents/Extensions/11.0/osxfuse.kext

    Error Domain=KMErrorDomain Code=71 "Unable to resolve dependencies for com.rim.driver.BlackBerryUSBDriverInt: 'com.rim.driver.BlackBerryUSBDriverInt, required by "com.hp.print.hpio.Deskjet.kext, com.sophos.kext.sfm, com.highpoint-tech.kext.HighPointRR, com.hp.print.hpio.PhotosmartPro.kext, com.hp.print.hpio.Officejet.kext, com.epson.print.kext.USBPrintClass, com.hp.print.hpio.Photosmart.kext, com.rim.driver.BlackBerryUSBDriverVSP, com.hp.hpio.hp_psa530_630_io_enabler, com.hp.print.hpio.Inkjet3.kext, com.box.filesystems.osxfuse, com.hp.print.hpio.Inkjet.kext, com.softraid.driver.SoftRAID, com.hp.print.hpio.Designjet.kext, com.hp.print.hpio.Inkjet1.kext, jp.co.canon.bj.print.BJUSBLoad, com.sophos.nke.swi, com.hp.print.hpio.Inkjet5.kext, com.sophos.kext.oas, com.hp.print.hpio.inkjet8.kext, com.highpoint-tech.kext.HighPointIOP" names a dependency on 'com.apple.iokit.IOUSBMassStorageClass', which was not found." UserInfo={NSLocalizedDescription=Unable to resolve dependencies for com.rim.driver.BlackBerryUSBDriverInt: 'com.rim.driver.BlackBerryUSBDriverInt, required by "com.hp.print.hpio.Deskjet.kext, com.sophos.kext.sfm, com.highpoint-tech.kext.HighPointRR, com.hp.print.hpio.PhotosmartPro.kext, com.hp.print.hpio.Officejet.kext, com.epson.print.kext.USBPrintClass, com.hp.print.hpio.Photosmart.kext, com.rim.driver.BlackBerryUSBDriverVSP, com.hp.hpio.hp_psa530_630_io_enabler, com.hp.print.hpio.Inkjet3.kext, com.box.filesystems.osxfuse, com.hp.print.hpio.Inkjet.kext, com.softraid.driver.SoftRAID, com.hp.print.hpio.Designjet.kext, com.hp.print.hpio.Inkjet1.kext, jp.co.canon.bj.print.BJUSBLoad, com.sophos.nke.swi, com.hp.print.hpio.Inkjet5.kext, com.sophos.kext.oas, com.hp.print.hpio.inkjet8.kext, com.highpoint-tech.kext.HighPointIOP" names a dependency on 'com.apple.iokit.IOUSBMassStorageClass', which was not found.}

     

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  • Michael Gustafson

    Can confirm - people at Duke are looking to other options.  I teach a few hundred students per year.  Box was great when it worked for all my students.  Now it doesn't work for a good number of them fortunate to have new macs, and that number will continue to grow.  I could get around things when there was no Linux version but not functioning with macOS is a showstopper.

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  • Matthew Shambroom

    Please provide an updated ETA for box drive compatibility with M1 Macs. It is extremely frustrating as a long-time paying customer to be unable to use your product as intended, and the silence from the product and support team is deafening. Like many others here, I'm approaching the point of canceling my company's subscription in favor of one of the many alternative products already working with Apple's latest hardware and Mac OS. Please at least give your customers an ETA. Thanks.

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  • David Maestre

    Hi, I'm onboard with the above users. We're going to start looking for alternative products that do the same and work on M1 machines. We are starting to deploy these new machines in the next week and I'm not sure how long we will last with users just using the Web Version of the product. 

    It's currently working on Big Sur on Intel Machines with Configuration Policies from our MDM Server within our environment. But as we start to refresh our products to the M1's this will definitely be a deal breaker. 

    Clock is ticking,....

    Thanks

    DM

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  • Doug Cowburn

    I am using Box Sync on a M1 MacBook Pro and it is working totally fine. It is better than nothing and at least a fix till they get Box Drive working.

    Box not replying to these issues is ridiculous. 

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  • Michael Gustafson

    As an aside, it seems strange that this issue is not listed at https://support.box.com/hc/en-us/articles/360043695774-Mac-Specific-Known-Issues-for-Box-Drive given that this has been a known issue for months...  Please consider adding a line about this issue to that page to allay some frustration for folks how try and try and try to figure out how to get extensions working...

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  • Matthew CHUN

    Can any update be shared on the beta for M1 Macs? I'm aware that it is starting as a private one, but surely everyone will want to try it even if there are bugs. My workflow has been hurt since having to use the web app, and this lack of support offers absolutely no incentive over using Sharepoint and OneDrive. 

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  • Benny

    M1 Mac mini user here.

    Have been using the web app for the last month and it's a real pain for any reasonable level of work. I have a working folder on my computer then periodically upload files via the web app and delete local items that are completed. Terrible workflow.

    Please let us know a more precise ETA and for business users too. Am getting very fed up.

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  • Ed Jeudy

    Just updated to BigSur last night and box drive updated to Version 2.20.136. Everything seems to be working fine on Intel RN. Not sure if M1 issues are resolved though...

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  • Christian

    BOX v. 2.20.136 was just pushed to my machine, and I've seen elsewhere that this fixed the compatibility issue for those not on M1 machines.  BOX compatibility was the last thing keeping me from updating to Big Sur.  Can anyone who has already updated confirm that BOX now works?

    It's rather a shame that BOX has been so quiet about this...

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  • David Maestre

    Just tested on M1. Still not working. Still not loading Kext. 

     

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  • Duncan Northern

    Same over here for the M1.

    Box folks... come on. We need you to fix this problem, not tomorrow, not a week from now, not in Q2. We needed it yesterday. I won't tell you how to do the specifics of your job, you know it better than most of us and the difficulties that you face. I won't downplay those hardships because I am frustrated and recognize that but I will say that what has been presented thus far has been inadequate to the needs and the final product is found wanting. Do what you have to do behind the scenes to rectify this problem, present solutions and please do so quickly. We rely on you and your product to be stable, that reliability is not there right now and its a poor showing of a good product. 

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  • David Garrity

    Well said Duncan.  

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  • NikitaY

    This is very sad to see after such a long time now support for M1 and it was so salient. Got a new notebook and cannot use it. Please, provide a solution.

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  • Patrick Buntichai

    I bought a new M1 Chip Macbook Pro because my 2013 is failing and I use it for work 12 hrs a day.  Every day I run out of application memory and have to restart my computer. I thought time for an upgrade, why not get the brand new Macbook? I use Box Drive all day, everyday. The fact this hasn't been resolved 4 months later: THE STRUGGLE IS REAL!

    We were rooting for you, Box, WE WERE ALL ROOTING FOR YOU! Do better!

     

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  • KatoRay

    Anyone on this thread have connections to tech news outlets? This M1 problem needs to get more press so people don’t make the same mistake we all have. I don’t think Box is going to fix this any time soon. They seem to have written off M1 customer base. Ok that is a business decision they can make. But we should all know.

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  • Mary Willis

    I don't have an M1 chip.  The error message to enable the extension doesn't work at all.  I've tried.  This is killing my ability to work productively as I have to download items from the Box app to my hard drive to attach to emails or upload to other applications.  This needs to be fixed ASAP.  I'm an enterprise user at a university and I know we have a lot of faculty and staff using Macs.   I know the team at Box should be able to do much better than this.

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  • トダテヨウヘイ

    Why are they silent? I don't trust them anymore after this incident.

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  • Tan Sharma

    I find it staggering that even with the latest installer, Box continues to put the kernel extension in /Library/Filesystems. 

    Surely your testing would confirm OS requirements. Big Sur looks in specific directories for executable kernel extensions and tells you so. ?Library/Filesystems isn't one of them. All of this is highlighted on page 1 of this thread. 

    Our M1 users have started transitioning already and I doubt they'll consider using Box in the future.

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  • Cecile Chevalier

    Good news , MAC has got a new update - big sur 11.2 - which seems to fix the problem ... 

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  • Bjørn Andersen

    This is probably a stupid question, but can someone explain the differences between the Box apps? On my Macs, I have the Box Sync app (through a license my university has purchased), and this works on all my Macs, except for the annoying notifications reminder at every startup. 

    However, on the Box site, it seems the app for Mac for download is Box Drive. Is this something different from Box Sync?

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