Issue

• When attempting to open Box Notes or Box Canvas files from Box Drive, the following message appears and the files do not open.
• When launching Box Drive from the Windows Start menu, the following message appears preventing it from starting.

Root Cause

This behavior occurs when the Box Drive registry entries are missing, causing Windows to attempt a repair of Box Drive.

Common causes include:

• During a Windows Update, required application registry entries were not migrated correctly.
• A security tool removed registry entries necessary for Box Drive to function.

Resolution

1. Open the Windows event log and confirm that an event indicating a missing resource was recorded immediately before the timestamp of the error.
   Example of a missing-resource event:
   Detection of product '{CB271E20-6FA7-42C7-838A-XXXXXXXXXXXX}', feature 'ProductFeature', component '{DE4BE308-36B5-4F2D-BD3D-XXXXXXXXXXXX}' failed. The resource 'HKEY_LOCAL_MACHINE(64)\Software\Microsoft\Windows NT\CurrentVersion\Image File Execution Options\streem.exe\GlobalFlag’ does not exist.
2. Proceed with one of the following actions:

• Let Windows repair Box Drive by following the “Please wait while Windows configures Box.”
• Manually add the registry entries identified in step 1. Or compare the registry values with those from another Windows device where the issue does not occur to determine the required entries.