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3 comments

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  • Rona
    • Edited

    Hi there, 

    Welcome to Box Community and glad to help! 

    You may follow these preliminary troublehshooting steps to fix this issue. 

    1. Is Box tools installed in the Control Panel or your Applications?
    • If not, please install Box Tools.
    • If you see it's installed twice, please uninstall both and do a fresh install of Box Tools.
    1. Open up your Task Manager (Windows)/Activity Monitor (macOS). You should see two processes running:
    • Box Edit
    • Box Edit Local Com Server
    1. 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.
    2. If you are still seeing the prompt to install Box Tools please open up a case with our support team and provide the following information:
    • 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 task manager showing the two processes running (Box Edit and Box Edit Local Com Server).
    • Please include a screenshot of your control panel to ensure Box tools is installed.

    Also, here's the reference to the suggested workaround above. 

    Hope it helps! 

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  • 成澤　歩

    I tried the instructed method, but it didn't improve.
    Shutting down and restarting the PC always brings back the same symptoms.
    The attached screen appears every time.
    Attempted to uninstall and reinstall BOXTool.
    I also tried uninstalling and reinstalling the box, but it didn't improve.

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  • Rona

    Hi there, 

    Good day! 

    I opened a ticket for Product Support team to help with your Box Tools error. We will get in touch and please keep an eye to your email. 

    Stay well! 

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