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Box not working on MacBook after restoring Time Machine backup

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Patrick Widdess

I've recently restored my MacBook from a Time Machine backup and I can't get Box to sync anymore. When I open the app it says: 

Box Drive has encountered a problem that requires you to manually reset Box Drive.

I have tried manually resetting and deleting and reinstalling the app but it's still not working.

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  • France

    Hi Patrick, 

    Welcome to the Box Community, I'm happy to help!

    For context, the issue you encounter is due we don't support using Time Machine with Box Drive. We recommend to just download the installer for Box Drive and install the app like a new installation every time you need to use Box Drive on a new computer or had to upgrade your machine.

    Can I have you follow this article to completely uninstall Box Drive from your Mac, restart your Mac and then install Box Drive following this article?

    Let us know how it goes and if you have any questions!

    Regards,

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  • Patrick Widdess

    Thanks. I've uninstalled Box Drive, restarted and downloaded the M1 compatible version of Box Drive. When I install it it doesn't prompt me to install Rosetta or any of the other things mentioned in the instructions, it installs the same way as the other version and still doesn't work.

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  • France

    Hi Patrick, 

    May I know what version of macOS are you running?

    When you said, it still doesn't work, do you encounter an error when you run the installer or tried to access Box Drive, if so, can you share a screenshot here so the community can take a look?

    Regards, 

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  • Patrick Widdess

    I'm running 12.3.1

    Box Drive seems to install OK but then I get this message:

    I have tried manually resetting Box Drive

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  • France

    Hi Patrick, 

    To confirm, did you follow each and every step on this article on Manually resetting Box Drive?: https://support.box.com/hc/en-us/articles/360043697494-Using-Box-Drive-Basics 

    Can you review the article and make sure that you did not skip any step?

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  • Patrick Widdess

    I have tried several times. The only problem I can think of is nothing seems to happen when I run the command in terminal but if I close terminal I get the message: Closing this window will terminate the running process fileproviderctl.

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  • Patrick Widdess

    After putting the command in Terminal it says: 

    fileproviderctl: can't remove domain named com.box.desktop.boxfileprovider/Box: NSError: Cocoa 4097 "connection to service with pid 79812 named com.apple.FileProvider" 

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  • Rafael Q
    • Edited

    Patrick, 

    If you don't have a solution by now, this might help.

    We encountered the same error message, which was caused by a device connected to our Box.com account through Box Drive.  

    I first noticed strange behavior with my Box Sync, such as files missing and syncing taking hours rather than seconds. 

    Box's binary/framework from the device using Box Drive caused the problem and produced over 2.0 TB of corrupt files on the device. 

    I spent three weeks with Box Support to explain what was happening, only to keep going in circles (similar to your experience here).

    We eventually took it upon ourselves to figure it out. 

     -Box: Escalate situations like this beyond customer service to engineers who should have a better grasp of the symptoms presented.  

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