Box Drive hangs on startup detecting device ID on macOS Monterey
On a new 14" MacBook Pro running the latest macOS Monterey, Box Drive hangs on startup and does not appear in the menu bar. At the same time, Box appears to spawn a child process that uses 100% of the CPU running the "awk" command:
$ ps ax -o pcpu,pid,time,command | grep -E '(Box|awk)'
0.0 355 0:00.68 /Library/Application Support/Box/Box/Autoupdater/Box Autoupdater.app/Contents/MacOS/Box Autoupdater
0.0 686 0:00.26 /Library/Application Support/Box/Box/Autoupdater/Box Helper.app/Contents/MacOS/Box Helper
0.0 918 0:00.09 /Applications/Box.app/Contents/PlugIns/FinderSyncExt.appex/Contents/MacOS/FinderSyncExt -AppleLanguages ("en-US", "ja-US")
0.0 927 2:28.97 /Applications/Box.app/Contents/PlugIns/boxfileprovider.appex/Contents/MacOS/boxfileprovider -AppleLanguages ("en-US", "ja-US")
0.0 3270 0:00.98 /Applications/Box.app/Contents/MacOS/Box
0.0 3280 0:00.01 /bin/sh -c ioreg -l | awk '/IOPlatformSerialNumber/ {print $4;}'
99.0 3282 0:43.07 awk /IOPlatformSerialNumber/ {print $4;}
From the Box logs, it appears that Box Drive is hanging on programmatically looking up my machine's serial number (device ID removed for privacy):
2021-11-17 10:15:27.676 3270 INFO MainThread base_device_id_genera Platform expert found.
2021-11-17 10:15:27.676 3270 INFO MainThread base_device_id_genera Device id found.
2021-11-17 10:15:27.676 3270 INFO MainThread base_device_id_genera Checking device id: **********
2021-11-17 10:15:27.677 3270 WARNING MainThread mac_device_id_generat Exception in get Mac system serial number as device id. Swallowing exception: Method _get_mac_system_serial_number failed
When I run the ioreg | awk command spawned by Box Drive, I receive a null value. Running ioreg directly, I do not see any values for IOPlatformSerialNumber.
After killing the runaway "awk" process, Box successfully loads and works as expected. In the Box logs, I see that Box Drive has performed a workaround to get a different device ID (device ID again removed for privacy):
2021-11-17 10:15:27.677 3270 WARNING MainThread mac_device_id_generat Exception in get Mac system serial number as device id. Swallowing exception: Method _get_mac_system_serial_number failed
2021-11-17 10:23:23.290 3270 ERROR MainThread mac_device_id_generat Got CalledProcessError for calling cmd ioreg -l | awk '/IOPlatformSerialNumber/ {print $4;}' from shell: Command '["ioreg -l | awk '/IOPlatformSerialNumber/ {print $4;}'"]' died with <Signals.SIGKILL: 9>.
2021-11-17 10:23:23.293 3270 WARNING MainThread mac_device_id_generat Exception in get Mac system serial number as device id. Swallowing exception: Method _get_mac_system_serial_number_via_shell_cmd failed
2021-11-17 10:23:23.294 3270 INFO MainThread base_device_id_genera Got Mac system serial number via /Application inode: ************
2021-11-17 10:23:23.294 3270 INFO MainThread base_device_id_genera Generated new device id, ************
2021-11-17 10:23:23.343 3270 INFO SyncAppThread sync_app SyncApp is starting up.
2021-11-17 10:23:23.373 3270 INFO SyncAppThread syncui_ipc starting sync ui process
I have tried manually resetting the Box Drive app per the Box Drive Basics page, as well as fully uninstalling and reinstalling the app, but this issue persists.
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Hi Jonathan,
Welcome to the Box Community!This would be something our Box Support team would like to investigate with you and may require specific account information. I've gone ahead and created a ticket for you so that an agent can work directly with you on looking into this.Kindly check your email for details and updates. Thanks for your patience!
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