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Missing/Greyed out "Open" option

End User , Box Tools , Troubleshooting , Article , Product Utilization , Established

Overview

This article explains why the Open option for files or folders in Box may be missing or greyed out and what to do to restore or enable it.

 

Problem

When attempting to open a file on your desktop through Box Edit on Windows or macOS, you may see the "Open" button missing or greyed out:
 

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"Open" button can be missing/greyed out for any of the following reasons:

  • Box Edit is not enabled for the user.
  • The user does not have the permission to edit the file.
  • Box Edit cannot determine the default application for the file.
  • Owner of the file is not set to "Active" status in Admin Console -> Users & Groups
  • The file type is blocked for editing via Box Edit. The file type that is not supported for editing with Box Edit includes script files (such as .py, .sh and .bat) and executable files (such as .exe and .dll).
  • (Windows Only) Both the MSI and EXE editions of Box Tools are installed (Having both editions installed is not supported).

 

Process for Resolution

  1. Make sure that Box Edit is enabled for the user via Box Integrations (https://app.box.com/services/box_edit).
  2. (Windows Only) Ensure only one edition of Box Tools (MSI or EXE) is installed on your device. Check for installer files in the respective locations for the User installer (EXE) and Admin installer (MSI). If both editions are present, follow the steps in https://support.box.com/hc/en-us/articles/360043696134-Uninstall-Box-Tools to run the removal script and completely uninstall both editions. After uninstalling, reinstall Box Tools.
  3. Make sure that your account has the permission to edit the file. You need to have the "Viewer Uploader" role or above to edit the file. For more details about permission, please refer to Understanding Collaborator Permission Levels.
  4. Verify that Box Tools is installed and its process are running (Please refer to How to Check if Box Tools is Installed and Running for details).
  5. Verify that the you have the application installed on your device that is associated with the file type you are trying to use.

 

Outcome

  • The Open option is visible and enabled for the intended file or folder in the web app and/or client.
  • Files open successfully in the selected method (Box Preview, Box Tools/Box Edit, Office Online, Google Docs, or the native application).
  • Users with the appropriate permissions (editor/upload/download roles as required) can open and edit the item.
  • External collaborators can open shared items per the sharing settings.

 

Alternatives:

If you continue to experience any of the symptoms listed above, collect and submit Box Tools Logs and open a support ticket at support.box.com for further assistance.

Provide the following information:

  • Network Capture - You'll want to make sure you log into Box, start the capture and then refresh your browser.
  • Box Edit logs
  • Answers to the following questions:
    • Is it happening to all users?
    • Have you tried a different network? Do you get the same issue?
    • Is it happening on all browsers?
  • Include a screenshot of your task manager showing the two processes running (Box Edit and Box Edit Local Com Server).
  • Include a screenshot of your control panel to ensure Box tools is installed.

 

Further Reading:

Related articles can be found at Troubleshooting Box Tools.

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