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Failed to initialize - v 2.24.208

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Jon Brown

Having an issue with Box v 2.24.208. Post update Box started displaying this prompt on all our computers (intel and m1) on (big sur and monterey). 

We've tried all the troubleshooting steps outlined in the following 2 threads

https://support.box.com/hc/en-us/community/posts/360051323454-Box-Drive-s-system-extension-failed-to-load

https://support.box.com/hc/en-us/community/posts/1500000943021-MACOS-11-4-BETA-20F5055c-Box-Drive-s-system-extension-failed-to-load-

and have reached out to Box support but they have not offered any further things to try. 

Users on older Box versions are working fine, and I have disabled updates for now until we figure out a path forward. 

I found an older Box installer but when I installed it after a clean uninstall from an impacted users computer it told me, on launch, that it was out of date, immediately it offered me to update, and when I did I got the same problem.

Very strange that its happening in both Intel and M1 I thought for sure what we were looking at, at first was just a Mojave issue or a Mojave and M1 combo issue but it started impacting users on Big Sur with Intel shortly after. 

I tried these steps

and these steps

  1. Quit Box Drive
  2. Run the uninstaller script (dumping Box in trash will not work, need to use script below):
    • Launch Terminal.
    • Copy and paste the following in Terminal window and press Enter (password will be required to execute): 
      /Library/Application\ Support/Box/uninstall_box_drive
  3. Restart your mac
  4. Reinstall Box drive

Even tried all the steps outlined here. 

https://support.box.com/hc/en-us/articles/4404386710419-Box-Drive-macOS-12-and-M1-Public-Beta-using-Apple-File-Provider-Extensions-

without any luck. I have a ticket in with Box and waiting on a call back but since its so close to the holidays I am not expecting a quick response. Any ideas or things to test would be great. 

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  • France

    Hi Jon, 

    Welcome to the Box Community!

    I'm so sorry to hear about the issue with Box Drive, I'm happy to help.

    Can you try the steps on the following article to manually reset your Box Drive?:

    Let us know how it goes and if the issue persists so we can further investigate.

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  • Jon Brown

    Just tried, that. No luck. The reset does prompt me for a login, but I get the same error post login. I do have a ticket, I took recordings this time and I grabbed logs to hopefully identify the root cause. 

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  • Adam Rice

    Jon Brown How do you disable Box Drive auto-updates? I'm concerned we're about to face the same issue...

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  • Jon Brown

    Hey Adam Rice its not really clear. I had my team ask our friends on MacAdmins Slack but per Box on this page

    https://support.box.com/hc/en-us/articles/360043696254-Large-Scale-Deployments-Box-Drive

    They state 

    Box Drive automatically prompts you to update to the latest version when a new version is available. You can choose not to update, but we do not recommend using outdated versions, as Box supports only the latest version of the product. Get more information on the experience of updating Box Drive.

    on this page

    https://support.box.com/hc/en-us/articles/360044196533-Box-Desktop-Application-Update-Behavior

    It shows how to control updates (kinda) but no word on full on disabling. Box updates do not require Admin access so it can update even on standard accounts. 

    Best guess on how to disable auto-updates, would be to unload the LaunchDeamon and then remove that .plist (and hope it doesn't crash the app, it might). 

     /Library/LaunchDaemons/com.box.desktop.autoupdater.plist

    is the path so 

    sudo launchctl unload  /Library/LaunchDaemons/com.box.desktop.autoupdater.plist

    then *(Use at your own risk)

    sudo rm -rf /Library/LaunchDaemons/com.box.desktop.autoupdater.plist

    to ensure it doesnt get auto-loaded on restart. Probably safter would be to just move it to the desktop or something

    sudo mv /Library/LaunchDaemons/com.box.desktop.autoupdater.plist ~/Desktop

    so you could put it back if needed. 

    Have not tried, again we're already all updated so were stuck. We shifted as a workaround to ExpanDrive which works with Box Drive and its working but obviously its not free and its not a long term solution, Box needs to identify the root cause. I submitted videos, and logs but no response yet on my case. 

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