Opening collaborative Keynote from Box on browser to desktop Keynote App doesn't open shared version of the Keynote file

Hi there,

I have a client that uses the Box and iWork integration extensively, and recently they've been unable to open shared Keynote files from the web version of Box to the Keynote desktop app on their Mac.

It'll open a local copy of it in some directory that's not in their Box Drive on Finder.

The path for the local copy is typically: /Users/(user)/Library/Application Support/Box/Box Edit/Documents/(Keynote file ID from Box)/(Keynote file)

One temporary solution I've found was for them to have the shared Keynote they want added to their Box account via work email, then open the shared file on their Box Drive in Finder, and they can then see the shared version of the Keynote.

I've tried a bunch of stuff to troubleshoot this, but nothing worked so far:

Reinstalling Box Drive and Box Tools
Resetting Box Drive using the installer and Terminal command
Reinstalling Keynote
Updating the browser they're opening the file in
Restarting the Mac
Signing the user out then back in for Box

If there's a solution for them to just plainly open a Keynote file from a share link provided to them without needing their work email added to the file, let me know, because this has upset their workflow and they would like for it to be reinstated the way it was before all of this started happening.

Thank you!

Rona

August 07, 2024 20:38

Hi Eric,

Welcome to Box Community!

To help address this issue, I created a new ticket and a member from Box Product Support will be in touch, please keep an eye out.

Thanks for posting!

Alberto Sanchez

April 06, 2026 10:18
Edited

Hi,

Having the same issue here. Would it be possible to find a solution from the Box Team?

Thanks,

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