As a troubleshooting step for Box Tools, Box Product Support may request that you enable Box Tools debug logging :
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Find the Box Tools icon in the System Tray.
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Right-click on the Box Tools icon.
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Select the "Enable Debug Logging" option.
If you have the MSI version of Box Tools installed, you will have to turn Local Com debugging on by doing the following in addition to above :
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Open the Registry Editor (Regedit).
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Navigate to:
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On x64 environment: HKEY_LOCAL_MACHINE > SOFTWARE > Wow6432Node > Box > Box Local Com Service
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Edit (create if not created) DebugLogging value and set it to 1.
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Restart Box Local Com Server.
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Run services.msc.
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Find Box Local Com Service.
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Click Restart link at the left pane.
After turning on the debug option, please reproduce the issue and submit Box Tools logs by following the steps in this page.