Excel files do not open on desktop

I have a user who is experiencing a bizarre issue. They have an excel file that they can open when it is not in a folder, but when it is put in a folder that has a couple of word documents and PDFs, they get an error when they try to open the file that says "Sorry we couldn't find {name of file and folder} Is it possible it was moved, renamed, or deleted?" They are able to open everything else in that folder with no issue. When the user tries accessing the file while it is in the folder while they are on the web version, it opens with no issue. I also had the user create a new folder with just the excel document, and there was no issue, but when they copy over the PDFs and Word documents into the folder, they get the same error when trying to open the excel document. She has found that this is happening in a few different folders. I have done the basic troubleshooting with her: signing out and back in, restarting the machine, checking for app updates, etc. Any help would be appreciated.

Rona

September 01, 2023 22:25

Hi Peter,

Welcome to Box Community and glad to help!

We've created a new case and a member of our team will contact you through email, please keep an eye out.

Thanks for posting!

Box User

July 01, 2024 12:33

All excel files in boxdrive folder have stopped opening, we have tried to uninstall and reinstall boxdrive, logout, restart the computer to no help, all three pcs using the same boxdrive folder fails to open. We used the same folder for more than three years now with no issue until Saturday. It fails to download responding by file format not recognized, file moved or deleted but they are all there visible online.

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