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Invalid Device Error

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John Chance

I have a user that is unable to open Excel files, rename files, create new files, or delete folders. They receive a pop-up that says "Invalid Device" and "Catastrophic failure" whenever they attempt. They are able to work normally within the web platform, but not within mounted volume in File Explorer.

The user is using Windows 11, Box Drive. Box Sync is not installed.

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6 comments

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  • Luke Wallace

    I have 2 users experiencing the same exact issue. Both started around the same time monday this week. 

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  • Mike Mason

    I have had the same issues trying to open files from Box Drive, version 2.39.174.  No files can be opened from Box Drive, no files can be saved to Box Drive.  Copy and pasting files from Box Drive to elsewhere on the C: drive does allow for files to be opened.  The problem started July 1. 

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  • Lucas Miller

    Hey all, myself and another coworker ran into the same problem that started 7/1 as well and I just found at least a partial fix - I opened an Excel (or other Office doc) went to File -> Save As -> selected Box under Other Locations and signed in. After that, I was at least able to open/edit/save Office files from Box Drive but I'm still getting "catastrophic failure" if I try to drag/drop files to Box Drive or right-click/create new Excel worksheet. 

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  • Rona

    Hi John, 

    Welcome to Box Community and glad to assist! 

    Looks like we'll be needing the following details as we continue to investigate, 

    • Can you confirm the affected user's Box version? 
    • Can you attach a screenshot of the user's error? 

    We'd love to further assist! 

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  • Lucas Miller

    We worked with Box support and ended up finding out the issue relates to Huntress needing exclusions for certain folders - excerpt from the conversation below. Hope this helps the rest of you!

    • Do you have Huntress AV installed in your machine?
    • If so, kindly try disabling/uninstalling it and exclude the following directories in attempt to permanently resolve this issue:
    • C:\Users\username\AppData\Local\Box
    • C:\Users\username\Box
    • C:\Program Files\Box
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  • Mike Mason

    Our company's IT firm narrowed it down to Huntress Rio Service part of Huntress.  Looks like version 2.39.174 of Box Drive is being flagged by Huntress as malicious, as the Rio Service is responsible for blocking malicious files.

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