Skip to main content

Hello Support!


My Box drive for Mac desktop is not updating and is no longer working. Here are the screenshots I am seeing. Can you please help?I have continually sent logs, but it doesn't help. TIA!



01JKGPMQZGF9ZAR9RF4HMDYWQB.png01JKGPMQYGB55P28BQ5K6HJXF1.png01JKGPMQSVABWACV0QQ6NR30ZY.png

Hi Michele, 


Welcome to Box Community and glad to assist! 


Please uninstall your Box Drive Application: 


macOS 11+:



  1. Quit Box Drive if it is running.

  2. Download and open the Box Reset Tool zip file.

  3. Open the Box Reset Tool from the Downloads folder.

  4. Select Uninstall and then Continue when prompted to confirm the uninstallation.

  5. Enter your credentials to continue with the uninstalling Box if prompted. 

  6. Select OK to close out the tool. 


Note: The Box Reset Tool will write logs of actions performed to your Desktop folder under “Box-ResetTool-logs_(<current day>)”.



For earlier macOS versions or if there are any issues with the above process, follow these alternative steps to reset Box Drive.


  1. Quit Box Drive

  2. Open a Terminal window and run the appropriate command based on your macOS version and Box Drive version:
    macOS 11.x  and macOS 14.x with any version of Box Drive
    fileproviderctl domain remove -A com.box.desktop.boxfileprovider; defaults delete com.box.desktop; rm -rf ~/Library/Application\ Support/Box/Box


    macOS 12.x and macOS 13.x with Box Drive version 2.35 and earlier
    /Applications/Box.app/Contents/MacOS/fpe/streem --remove-fpe-domain-and-archive-unsynced-content Box ; defaults delete com.box.desktop; rm -rf ~/Library/Application\ Support/Box/Box


    macOS 12.x and macOS 13.x with Box Drive 2.36 and newer
    /Applications/Box.app/Contents/MacOS/fpe/streem --remove-fpe-domain-and-preserve-unsynced-content Box ; defaults delete com.box.desktop; rm -rf ~/Library/Application\ Support/Box/Box

    This command will:


    • Archive all files that are not synced (not uploaded to Box) from ~/Library/CloudStorage/Box-Box and move it to a new folder at:

      • ~/Box-Box (Archive) (macOS 11.x)

        Note


        If you already have a "~/Box-Box (Archive)" folder from a previous manual reset, the folder will be named "~/Box-Box (Archive) 2", or if that name is already taken, "~/Box-Box (Archive) 3", and so on.





      • ~/Library/CloudStorage/Box-Box (<current day and time>) (macOS 12.x and newer)


    • Exclude from the above archive files that are “up-to-date” or synced on Box

    • Re-create the parent hierarchy of the archived files


  3. While still in the Terminal window, now run the uninstaller script:
    • 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 you have finished typing it in.


Once you're done, please reinstall it here. 


Thanks for posting! 

Reply


Terms & ConditionsCookie settings