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Question

How do I open a support ticket?

  • May 22, 2025
  • 5 replies
  • 39 views
C
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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.

    5 replies

    C
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    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.

    C
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    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,

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

     

    C
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    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?

    C
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    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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