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Troubleshooting Box Tools Install Error "Box Tools per user was found in another local user session"

Box Edit , Box Tools , Troubleshooting , Install Error , Installation Error

Overview of Problem

When attempting to install the machine-wide (MSI) version of Box Tools on a Windows device, the installation fails with the error, “Box Tools per user was found in another local user session.” This error occurs when the installer detects remnants of a previous per-user (EXE) installation of Box Tools on any user profile on the machine, even if the application appears to have been uninstalled. This conflict prevents the successful deployment of the machine-wide version.

 

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Process for Resolution

Follow these steps to completely remove all traces of the per-user Box Tools installation, which will resolve the installation conflict.

  1. First, check if the per-user edition of Box Tools is still installed on any Windows user profile.
    • Navigate to Control Panel > Programs > Programs and Features.
    • Look for “Box Tools” in the list of installed programs.

    • If found, select it and click Uninstall. Repeat this process for every user profile on the machine. 

  2. If the error persists after checking all user profiles, run the Box Edit Cleaner script to remove leftover files and registry keys.
    • Download the script from https://cloud.app.box.com/v/BoxEditCleaner.
    • Review the READ ME FIRST.txt file for instructions and important notes.
    • Run the removal script in PowerShell as an administrator.
    • After the script completes, restart your computer and attempt the MSI installation again.
  3. If the installation still fails after running the cleaner script, you may need to manually remove a specific registry key. Warning: Editing the Windows Registry can cause system instability if done incorrectly. Proceed with caution and back up your registry before making changes.
    • Open the Registry Editor by pressing Win + R, typing regedit, and pressing Enter.
    • In the Registry Editor, navigate to the following path: Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\UserData\{User_SID}\Products\{PRODUCT_CODE}\InstallProperties
      • Note: {User_SID} and {PRODUCT_CODE} are unique values specific to your system. 
      • You can also use the search function (Ctrl + F) to search for the value Box Tools. The search should locate a key with a DisplayName value of Box Tools.

4. Once you have confirmed you are in the correct location, delete the parent {PRODUCT_CODE} folder (the folder containing the InstallProperties key).

5. Attempt the MSI installation again.

 

Outcome

After successfully removing all remnants of the per-user installation using the steps above, the “Box Tools per user was found…” error is resolved. The machine-wide (MSI) installation of Box Tools completes without issue, allowing users to open and edit files from Box.

 

Alternatives

If you continue to experience the installation error after completing all resolution steps, please gather the necessary logs for further investigation.

  • If you continue to experience any of the symptoms listed above, enable debug logging, reproduce the error, collect and submit Box Tools Logs  and open a support ticket at support.box.com for further assistance.
  • When opening a support ticket for this issue, please include the full text output from the Box Edit Cleaner script and a screenshot of the Registry Editor showing the key you attempted to delete.

 

Further Reading:

 

Related articles can be found at Troubleshooting Box Tools.

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