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Question

An error occurs when starting Box Drive

  • June 2, 2025
  • 7 replies
  • 180 views
T

Hi.

I am contacting you because I have an urgent issue that needs to be resolved quickly.

 

The error details are as follows.

A problem has occurred. Box Drive needs to quit. Please send the logs so we can troubleshoot and help improve the product. If the problem persists, please contact Box support for further troubleshooting.

 

I ‘m able to log in and operate on the web.

I’ve tried reinstalling and clearing the cache data, but the issue persists.

I would appreciate it if you could provide a solution.

    DonHammons
    D

    7 replies

    U
    • UseroftheBox
    • Participating Frequently
    • June 3, 2025
    Help please. i already tried uninstalling and reinstalling along with restarting computer. i tried manually resetting as well. how do i submit a ticket??

     

    Rona Box
    • Rona Box
    • Community Manager
    • June 3, 2025

    Hi ​@tomoki and ​@UseroftheBox, 

    Welcome to Box Community! Looks like you both encountered a similar error with Box Drive and we're glad to help! 

     

    We will be needing a few details regarding your issue and please bear with me.

    • Has it ever worked before? 
    • Can we confirm the Operating System running in your machine?
    • What is the current Box App version installed in your machine?
    • What Anti-virus, Security software, Firewalls, Proxies, or VPNs are being used? 

    Looking forward to hear from you! 

    U
    T
    • tomoki
    • Author
    • New Participant
    • June 4, 2025

    Hi.

    Thank you for your answer.

     

    The details are as follows.

    ・It was working before.

    ・Windows11　ENTERPRISE

    ・BOXDRIVE　ver.2.45.187

    ・We're using company security software.

    But it was working before.

    And a colleague using the same security software is functioning correctly.

     

    Please reply.

    U
    • UseroftheBox
    • Participating Frequently
    • June 4, 2025

    Hello!

    • Working before.
    • Windows11　ENTERPRISE
    • Box Drive 2.45.187
    • company security software.

    I'm the only one in my office that has this issue. we all have same set up

    Thank you! please help.

     

    U
    • UseroftheBox
    • Participating Frequently
    • June 5, 2025

    ??

    D
    • DeeJayy
    • New Member
    • June 5, 2025

    Hi.

    Thank you for your answer.

     

    The details are as follows.

    ・It was working before.

    ・Windows11　ENTERPRISE

    ・BOXDRIVE　ver.2.45.187

    ・We're using company security software.

    But it was working before.

    And a colleague using the same security software is functioning correctly.

     

    Please reply.

     

    ​@UseroftheBox ​@tomoki  If you have Taegis agent version 2.4.20 installed, this is the issue. Uninstall and install a lower version, Box Drive will open and work again.

     

    Just confirmed on two machines.

     

    SecureWorks is aware of the issue:
     

    “Thank you for reporting this, we are already aware on this issue, it looks like version Taegis agent 2.4.20 causes box drive application to crash. And currently the TA auto-update for v2.4.20 is stopped and no new endpoints will now update. 
     
    The issue is already escalated to our engineering, and we are waiting a fix.
     
    The easiest approach for this is to  install v2.2.22 on affected system to resolve the issue with box drive application.    ”

    U
    • UseroftheBox
    • Participating Frequently
    • June 5, 2025

    worked thank you!!

     

    D
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