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Known Issues with Box Tools

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

This article summarizes some known issues or limitations with Box Tools.

macOS

  • Box Tools v3 will not work in Chrome v66+. Please update to Box Tools v4 to continue to use Box Tools (Box Edit and Device Trust) functionality in Chrome v66+. Box Tools v3 is EOL'd, and is unsupported.
  • Device Trust users logging into a Box Embed Widget may need to refresh the page after logging in.
  • Box Tools v4 requires that your browser is able to make HTTP requests. Some browser extensions such as "HTTPS Everywhere" or other applications have options to block HTTP (or unencrypted) requests. If these options are enabled, Box Tools v4 will not function.
  • OS X 10.10 (Yosemite) users will be unable to use Box Tools v4. Please update to a supported configuration.
  • OS X 10.11.6+ users may be able to use Box Tools v4 if a supported browser version is used. However, since OS X 10.11 is not a supported OS, any issues reported will need to be reproduced on a supported OS in order to receive support from Box.
  • Box Tools does not support networks that only allow IPv6.
  • Box Tools v4 will not work in Firefox browsers older than v55 including any ESR (Extended Support Release) versions older than v55. This is due to Box Tools v4 requiring the use of a feature only available in Firefox v55+. While we expect Box Tools v4 to work in Firefox v55+, any issues reported will need to be reproduced in the latest two major versions of Firefox in order to receive support from Box.
  • Sketch files will open in Terminal and .EPS files will open in ColorSync Utility.

 

Windows

  • Box Tools v3 will not work in Chrome v66+. Please update to Box Tools v4 to continue to use Box Tools (Box Edit and Device Trust) functionality in Chrome v66+. Box Tools v3 is EOL'd, and is unsupported.
  • Box Tools (Box Edit and Device Trust) is not supported on the legacy version of Microsoft Edge (non-Chromium). See this for more information..
  • Device Trust users logging into a Box Embed Widget may need to refresh the page after logging in.
  • Box Tools v4 requires that your browser is able to make HTTP requests. Some browser extensions such as "HTTPS Everywhere" or other applications have options to block HTTP (or unencrypted) requests. If these options are enabled, Box Tools v4 will not function.

  • It's possible to have two copies of Box Tools installed which may cause issues such as files not opening through Box Edit or a missing "Open" button in the Box.com webapp. If a user has the single-user version installed, the machine-wide version may be installed as well and would result in two copies installed. The recommendation is to uninstall the single-user version.

  • Box Tools does not support networks that only allow IPv6.

  • Unsupported operating systems and browsers may be unable to use Box Tools v4. Please update to a supported configuration.

  • The Box Tools installer may very briefly display a message with Chinese characters during install. This will be resolved in a future update.
  • Box Tools v4 will not work in Firefox browsers older than v55 including any ESR (Extended Support Release) versions older than v55. This is due to Box Tools v4 requiring the use of a feature only available in Firefox v55+. While we expect Box Tools v4 to work in Firefox v55+, any issues reported will need to be reproduced in the latest two major versions of Firefox in order to receive support from Box.
  • Box Edit v4 may be unable to save Office documents (.docx, .xlsx, .pptx) back to Box with versions of Office 365 installed from the Microsoft Store. As a workaround, use a different installation type of the Office app, such as Click-to-Run or MSI. Please contact Microsoft Support for assistance.

 

General errors

  • When opening a file from the Box webapp, you may receive, "There was a problem completing your request. Please try again".  This message can occur when the tool reaches its rate limit during heavy usage.  If you receive this message, try again to open the file.

 

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