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Troubleshooting Failed Logins with the Screen “Problem Determining Device Security”

Box Edit , Box Tools , Troubleshooting , Device Security , Login Error

Overview of Problem

Users attempting to sign in to Box encounter the “Problem determining device security” screen and cannot complete authentication. This error blocks access to Box web, desktop, or mobile apps and typically occurs when Box Edit (Box Tools) is not properly installed, running, or allowed to communicate with its local server. The issue affects user workflows that require device security verification during sign-in.

 

Process for Resolution:

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:

Users should be able to sign in to Box without encountering the “Problem determining device security” screen. Confirm resolution by:

  • Successfully completing authentication in the previously failing environment (browser, Box Drive, mobile app).
  • Testing with the same user account on the same device.
  • Testing on an alternate network to ensure the issue is fully resolved.

 

Alternatives:

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.

Notate the following details:

  • Date and time that you received the error

 

For instructions on how to collect debugging logs, refer to the support article below:

 

Further Reading:

Related articles can be found at Troubleshooting Box Tools.

 

 

 

 

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