Overview of Problem
When attempting to open Box Notes or Box Canvas files from Box Drive, you may encounter an error message indicating that the files do not open. Additionally, launching Box Drive from the Windows Start menu may result in an error message preventing it from starting. This issue occurs when the Box Drive registry entries are missing, causing Windows to attempt a repair of Box Drive. Common causes include incorrect migration of required application registry entries during a Windows Update or removal of necessary registry entries by a security tool.
Process for Resolution
- 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.
- Example of a missing-resource event:
- 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.
- Compare the registry values with those from another Windows device where the issue does not occur to determine the required entries.
Outcome
- Box Drive should now open correctly from the Windows Start menu.
- Box Notes and Box Canvas files should open without issues.
Alternatives
- If you continue to experience any of the symptoms listed above, reproduce the error, collect and submit Box Drive Logs, and open a support ticket at support.box.com for further assistance.