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Troubleshooting Missing/Greyed Out "Open" Option

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

Overview of 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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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

  • After completing these steps, the “Something went wrong” error will be resolved. Box Tools will launch as expected, allowing you to open and edit files on your desktop directly from the Box web app.

 

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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