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Microsoft Word Doc "not available" from Box Folder

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Jonathan Farmer

Hi, I can't see this issue mentioned elsewhere...

I upgraded my Windows 10 laptop with the new Box Drive Software and after it transferred my files whenever I click on a Microsoft Word file in the Box Folder I get an error message saying the file "is not available" (image attached). If I move the file to my desktop it will open fine, but it won't open from the folder!

Can anyone help? Thanks!

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  • Rona

    Hi Jonathan, 

    Welcome to Box Community and glad to assist! 

    To help fix your issue, 

    • Is this recurring in every file types or just on word files? 
    • Is the affected file in the Box website? 
    • Can you download this file and open locally, would you get the same error. 
    • Can you confirm your Box Drive version? 

    We'd love to hear back from you!

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  • Jonathan Farmer

    Hi Rona,

    Thanks for your reply. I did respond to this message but it doesn't seem to have appeared - so apologies if this is a double post.

    Some answers:

    • Is this recurring in every file types or just on word files? 

    It seems to affect Word and Excel files - but I think I may have found the culprit. When I quit Kaspersky Internet Security I can open these files from Box Drive, but when I have Kaspersky running I cannot and I get an error message. I get a different error message from an Excel document saying that it cannot be opened because my virus scanner has detected a problem with the file - but I don't get any error when I open these files from my desktop, which is odd. So I'll look at my Kaspersky settings but if you have any suggestions please let me know.

    Could it be something about the properties of the files in Box Drive? When I transfer some files to my Box Drive, such as a Word document, I get a message asking "Are you sure that you want to copy this file without its properties - the file has properties that can't be copied to the new location" Could that have anything to do with it?

    • Is the affected file in the Box website?

    Yes, and I seem to be able to open it fine from the website.

    • Can you download this file and open locally, would you get the same error. 

    No, when I open these files from my desktop there is no error.

    • Can you confirm your Box Drive version? 

    Box Drive Version 2.32.112.0

    Thanks,

    Jonathan

     

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  • Jonathan Farmer

    So I've found if I exclude the Box Drive folder from Kaspersky Internet Security scans, the files will load.

    Still unclear why that would happen, and it's not ideal that it means no files will be scanned for viruses etc but it is a workaround for now.

    Any advice appreciated.

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