Getting URL path to file instead of local relative path

Details: Windows environment. Using Box Drive and Box for Office.

Issue: A few, not the majority, of my users have an issue where when they go to open a file from the Box cloud, the app is being fed the URL path to the file instead of the local relative path. We don't have anything configured in our Box system for this, and as I said it's just 1 or 2 users having the problem.
Where can I look for what may be wrong? Are there any Registry keys I should be looking at? The answer is not having the user use the Sync to desktop option, because other users who are working just fine the same way are NOT using the sync to desktop option, nor is the rest of the organization. This seems to be something with just a couple or few of our users.
Any guidance of what \ where to look would be appreciated.

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