Troubleshooting Continuous Prompt to Install Box Tools (MacOS)

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

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

If you are working in Safari, the Box Tools extension may be greyed out. Clicking on the extension icon will display a prompt requesting access to app.box.com:

Troubleshooting Steps

1. Confirm Box Tools is installed in Applications.

   • If it is not, please install Box Tools.

   • If you see it installed twice, please uninstall both instances and do a fresh install of Box Tools.

     • If able, please use the Box Edit Cleaner Script to uninstall Box Tools

2. Open up your Activity Monitor. You should see two processes running:

   • Box Edit

   • Box Edit Local Com Server
     

1. • If you don't see these processes running please ensure they are set to run on start up.
2. Open Safari Settings. Confirm Box Tools has been enabled under 'Extensions' and 'Websites'.
    
3. Please review this article which describes the potential changes you may need to make in your environment. You may need to check with your IT or networking team for further assistance if you are unable to make the changes yourself.

4. If you are still seeing the prompt to install Box Tools please open a case with our support team and 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?

   • Please include a screenshot of your Activity Monitor showing the two processes running (Box Edit and Box Edit Local Com Server).

   • Please include a screenshot of your Applications to ensure Box tools is installed.

   • Please include a screenshot of your Safari Settings for Extensions and Websites if using Safari to ensure the Box Tools extensions are enabled.

Root Cause

This can happen if your network or computer environment prevents Box.com from communicating with Box Tools. Box Tools uses a loopback network interface to communicate between Box.com and your computer. Basically, this is how we talk to the programs on your desktop to know when files are saved or if you device has the proper security settings, as examples. The use of this interface may require additional configuration in your environment.