Box Drive on M1 Chip

Hi Randall, 

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

To confirm, did you follow the complete instructions in this article on how to install Box Drive on your M1 mac device?

• https://support.box.com/hc/en-us/articles/360043697474-Installing-and-Updating-Box-Drive

If yes, but you continue encounter issues or error message, do you mind provide us a screenshot so we can take a look?

Regards,

Yes, I did, although Box Sync was installed and closed. (I read in another article that the most recent versions of Box Drive remove Box Sync as part of the install.)

This text that I copied and pasted was the only information Box Drive provided: Your logs have been sent successfully. If you do not have an open support case with Box, please create one here so someone can follow up with you. A support case is required to investigate this issue.

I see it after being initially told that I follow the linked instructions, restart Box Drive, and then receive the error message above after inputting my Box ID and password and then going through Duo to supply my two-factor authentication username and password.

Hi Randall, 

Can I have you follow the steps in this article to Manually Reset your Box Drive: 

• https://support.box.com/hc/en-us/articles/360043697494-Using-Box-Drive-Basics

If the issue persists after resetting Box Drive, please go ahead and uninstall and then reinstall Box Drive following these steps:

1. Quit Box Drive
2. Run the uninstaller script:
   • Launch Terminal.
   • Type the following and press Enter:

     /Library/Application\ Support/Box/uninstall_box_drive

You do not see your password as you enter it. Just press ENTER when have finished typing it in.

For installing Box Drive, please find the steps here: Installing Box Drive

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

Regards,

I have previously followed both of those steps and received the error messages indicated above *after* having taken those steps.

Hi Randall, 

Can I have follow this order to troubleshoot this issue and see if the issue persists?

• Uninstall Box Drive > Reboot your Mac > Install Box Drive

Feel free to write back in if you have any questions and we will do our best to help.

Regards,

I have attempted that, to the same result. Here's the evidence I uninstalled Box Drive. The issue persists.

I also am on OS 12.3.1. It is the highest OS that my employer will allow.

Hi Randall, 

Did you follow the steps in this article to manually reset Box Drive? https://support.box.com/hc/en-us/articles/360043697494-Using-Box-Drive-Basics 

When you manually reset your Box Drive, can you please confirm if you've followed step number 4 to delete the 'Box' folder in that location from Finder 

• Delete this folder: ~/Library/Application Support/Box/Box

If this did not resolve the issue for you, can you try connecting to a different network/ Wifi and see if this makes any difference?

We'll wait for your update!

Regards,

Yes, I did follow those instructions for resetting Box Drive and deleting that specific folder. I just attempted in on another network, and I received the same error.