Box Status

How do I open a support ticket?

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Pamela Hullinger

I am getting this error, "

Box Drive failed to initialize with macOS. Please relaunch the application to resolve the issue. If the problem persists, please contact Box Support to further troubleshoot."

I have a mac M1 running Big Sur.  Box was working until a few days ago, not sure why it is not working now.

I have followed all the suggestions posted on the forum and it says if that doesn't work to open a support ticket, but I can not find how to to that.  The links posted in the forum about that just take you back to the forum.

Thanks for the help.

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  • uk nife

    I didn't find the way.. I posted the issue and the support guys see the post in the forum and they answer it.. as far as I know there is not commitment or response time.

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  • AJ

    Hi All,

    Good Day! We have now an update with the Box Drive Error above. Please click on this link to see the updates in our Box Product Support page.

    https://support.box.com/hc/en-us/articles/8873965936787-Box-Drive-failed-to-initialize-on-macOS-due-to-an-existing-Box-folder

    Hope this helps. 

    Best,

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  • Pamela Hullinger

    So, the initial fix, didn't work, but the second part of the solution did.  Thank you!  Hoping it stays functional.

     

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  • David Shmoys

    I can't reset Box manually on my mac. I get a message to file a ticket, but can't find a link to do so on the page to which I am directed. When I follow the reset instructions, I cut and paste the terminal command, but it runs infinitely (stopped after 10 hours). Any suggestions?

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  • Jennifer Lee

    Same issue here as David noted; mine is also on a Mac. The message tells me that Box cannot act on the uploaded information it pulled from a Box update error until I file a ticket, with a link to the main support page. However, I’m finding no way to actually file a ticket or one that connects to the information Box just pulled from my computer. 

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  • Arcana Ciphera

    you will not be able to open a ticket with Box, as they have permanently removed personal support for all users except for those with the highest-tiered (read: most expensive) accounts. you cannot call Box Support, you cannot email them, you cannot chat with them, you cannot open a support ticket with them. years ago all paying customers were able to do all of those things, but now - unless you are paying Box literally tens of thousands of dollars per month - you can do none of those things, and you never will be able to again. of course, Box Sales will always be available 24/7 to everyone in the world, as that is the department which takes people's money, but Box Support will have absolutely nothing to do with you unless you are paying them the maximum amount of money humanly/legally possible per month - and even then they probably STILL aren't reachable. this is no big loss, however, being that Box Support is, and always has been, incapable of solving any issues anyway. for years the Box system has been broken in numerous ways (eg: JPG, PNG, HTML, TXT, and PDF files not being publicly viewable the vast majority of the time), and is designed extremely unprofessionally in numerous other ways (eg: no way to adjust the order in which files are listed by default in publicly viewable folders), and Box has never fixed any of it. the system works just well enough to trick new customers at the outset into thinking they're getting a service worth paying for, but once one attempts to use Box's many purported features/functions, one quickly realizes that the entire thing is little more than a heaping pile of garbage. this is why Box Support has made themselves unreachable to virtually all of their customers: they know they can't AND won't solve anyone's issues with the system, so why even pretend otherwise anymore?

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