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Troubleshooting Continuous Prompt to Install Box Tools (Windows)

Box Edit , has_image , End User , Box Tools , Troubleshooting , Installation , Article , Product Utilization , Established , Installation Prompt

Overview of Problem

Users on Windows machines are repeatedly prompted to install Box Tools when trying to open or edit files, even after the software has been successfully installed. This issue prevents the use of Box Edit and can be caused by an incomplete installation, browser settings, or security software blocking the necessary communication between Box.com and the local Box Tools service.

When attempting to open a file on your desktop through Box Edit on Windows, you may receive the following prompt:

Screen Shot 2018-02-05 at 12.46.57 PM.png

 

In addition, if your company requires Device Trust checks, you may see this prompt:

Windows_Prompt_Device Security Check.png

 

Process for Resolution:

Follow these steps to verify your Box Tools installation and computer settings to resolve the communication issue.
1. Verify Box Edit is installed, running, and enabled for startup

Check Installation:

  • Open Control Panel > Programs > Programs and Features.
  • Confirm Box Tools appears in the list of installed programs.

 

Check Running Processes:

  • Open Task Manager (right-click taskbar > Task Manager or press Ctrl + Shift + Esc).
  • Click the Processes tab.
  • Verify both Box Edit and Box Local Com Service appear under Background Processes.

 

Check Startup Status:

  • In Task Manager, click the Startup tab.
  • Verify both Box Edit and Box Local Com Service have a status of Enabled.

 

Note: If Box Tools was installed using the MSI installer by an administrator, Box Local Com Service runs as a Windows service (not listed in the Startup tab). Verify it is running via services.msc and contact your IT team if needed

 

 

2. Check firewall and other network security
  • Box Tools v4 requires the ability to communicate with its Box Local Com Server by making requests to 127.0.0.1:17223 (or 127.0.0.1:17224 if port 17223 is occupied) over HTTP.
    • An exception may need to be added to any firewalls, proxies, anti-virus or security products, and browser extensions that could potentially modify this request to http://127.0.0.1.
    • The ability to communicate to 127.0.0.1 over HTTP is acceptable by the following w3c standard.
  • See Configuring a Firewall for Box Applications and Services for complete list of domains/hostnames that need to be allow-listed for Box and its applications, integrations, and components to work correctly.
 
3. Update or reinstall Box Edit

 

4. Check for interfering software
  • Temporarily disable antivirus, firewall, or endpoint security software that may block inter-process communication or protocol handlers.
  • Ensure no group policy or enterprise settings are blocking installation or auto-launch behavior.
  • Contact your IT administrator if enterprise policies are preventing Box Edit from running.
 
5. Test with another browser and user account
  • Attempt the same sign-in workflow in a different browser (e.g., Chrome, Firefox, Edge) to isolate browser-specific issues.
  • Test with a different Windows user account or machine to determine if the problem is user-specific or machine-wide.

 

To fix Box Edit being set to Disabled:
  1. Open Task Manager > Startup tab.
  2. Click the name of the program (Box Edit or Box Local Com Service) that is Disabled so that it is highlighted.
  3. Click Enable near the top of the window.
  4. Restart your computer.

 

To fix Box Edit not showing in Startup menu:

  1. Navigate to the Box Edit program, which will be in one of two locations:

    (The AppData folder is hidden by default. Open Windows search, type %localappdata% including the percentage signs, and press Enter.)

    1. Location 1: C:\Users\[username]\AppData\Local\Box\Box Edit
    2. Location 2: C:\Program Files\Box\Box Edit
  2. Right-click the Box Edit executable and select Create shortcut.
  3. Move the shortcut to: C:\Users\[username]\AppData\Roaming\Microsoft\Windows\Start Menu\Programs\Startup
  4. Restart your computer.

 

To fix Box Local Com Service not showing in Startup menu:

  1. Navigate to the Box Local Com program, which will be in one of two locations:

    (The AppData folder is hidden by default. Open Windows search, type %localappdata% including the percentage signs, and press Enter.)

    1. Location 1: C:\Users\[username]\AppData\Local\Box\Box Local Com Server
    2. Location 2: C:\Program Files\Box\Box Local Com Server
  2. Right-click the Box Local Com executable and select Create shortcut.
  3. Move the shortcut to: C:\Users\[username]\AppData\Roaming\Microsoft\Windows\Start Menu\Programs\Startup
  4. Restart your computer.

 

Outcome:

  • The prompt to install or repair Box Tools no longer appears when opening or editing files from Box.
  • Files open in the expected desktop applications without interruption.

 

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:

  • HAR 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:

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