box edit not working on any non-admin account

On my admin account I can open a file in its native desktop app from a browser using box edit (box tools). Non-admin users (Mac or Windows) cannot open a local app - only a cloud app. For example, I can open a Word document in Word (local app), Word Online, or Google Docs. All non-admin users only have options for Word Online and Google Docs. If I login as a user from my computer - that already has Box Tools installed and working for my account - I get the same results. I'm only able to open in Word Online or Google Docs. The same results show for PDFs, Excel, etc. This MUST be a configuration issue - not a software issue. Does anyone have any ideas what setting needs to be changed?

France

January 18, 2022 23:48

Hi Doug,

Welcome to the Box Community!

This would be something our Box Support team would like to investigate with you and may require specific account information. I've gone ahead and created a ticket for you so that an agent can work directly with you on looking into this.

Please check your email for details and updates!

Thanks for your patience!

Doug Finch

January 20, 2022 23:14

France I cannot get any assistance from box support. Can someone please reach out to me tomorrow? I’ve added my direct line to the support case.

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