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Users unable to comment in Powerpoint Decks stored in Box

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Nate

I am posting this in case others are having the same issue.  For about 3 weeks now, random users have started to have an issue where they can no longer comment in the native version of Powerpoint.  It just spins and spins forever whether its a new comment or replying to an old one.  Additionally, it does not matter if it is a brand new powerpoint or an old one, it just starts happening to users and once it starts it cannot be undone.  So far about 10 users are impacted but it is spreading.  We are unable to determine the root cause but it is only in powerpoint and only when doing native editing.  They are all still able to add comments in the Online version of Powerpoint.  Things we have tried:
1) Removing Office and reinstalling and updating - no dice
2) Removing Box Drive and Box Tools and reinstalling - no dice
3) Having the user create a brand new profile on their PC - this DOES work but explains nothing and then eventually the user succumbs to the effect again.

If anyone else has had this happen and/or has additional ideas - I would love to hear it because it is now becoming an issue since a few execs have the problem.

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9 comments

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  • Rona

    Hi Nate, 

    Welcome to Box Community and glad to help! 

    It appears that you're already working with our team to address this issue. We'll stay in touch and please keep an eye out. 

    Thanks for posting!  

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  • Jay Ketchaver

    We're also experiencing the same issue. Rona, is there a timeline to implement a fix?

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  • Devon Bogan

    Also looking for an update as I have users getting this same issue. All the same troubleshooting steps have been done as above. 

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  • Box Admin

    We are also experiencing this, I've been told a fix is to log in and out of Box in office but I can't do that across our whole team, please advise.

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  • Jay Ketchaver

    We're still having this issue. When will it be fixed?

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  • Nate

    Box and MS have been working hard on the issue and MS has agreed to assemble a fix but with no specific timetable.  For now, the best action to take is as follows:

    Commenting online works fine, so my advice to my affected users has been that, for one-off comments or brief comment sessions, use the online commenting functionality.

    Otherwise, take the following steps (the result lasts about a full day) and allows for native commenting to work again:

    • Close ALL office apps and then open Powerpoint
    • Remove the ‘Box’ Connected Service via Desktop PowerPoint Program -> File > Account > Connected Services -> Remove ‘Box’
    • Close Powerpoint and make sure all other office apps are also closed
    • Open PowerPoint again
    • Re-add the Box Connected Service -> Navigate to ‘Open’ tab -> Click on ‘Add Storage Location’ or ‘Add a Place’ -> Select ‘Box’ -> Login when prompted

    This fixes the issue but, as I said, it tends to last about a day before it reverts.  Fingers crossed that MS gets it together and resolves soon!!

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  • Kyle Bocanegra
    • Edited

    I'm having the same issue. Will you report back here when Microsoft fixes the issue? 

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  • Nate

    They actually have!  What you need to do is the following...

    First, make sure Box Drive is updated and that Microsoft Office is also fully updated.  Then:

    • Close ALL office apps and then open Powerpoint
    • Remove the ‘Box’ Connected Service via Desktop PowerPoint Program -> File > Account > Connected Services -> Remove ‘Box’
    • Close Powerpoint and make sure all other office apps are also closed
    • Open PowerPoint again
    • Re-add the Box Connected Service -> Navigate to ‘Open’ tab -> Click on ‘Add Storage Location’ or ‘Add a Place’ -> Select ‘Box’ -> Login when prompted
    • Once completed, please try and leave a comment both through local box drive and via the web but open the document using native powerpoint
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  • Kristin Painter

    Hello, This issue is still happening to one of my users. She used the fix you have kindly outlined above, but it doesn't last long. She had to repeat it 3 times yesterday. Is there any sign of a longer lasting true fix please?

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