When attempting to open a file on your desktop through Box Edit on Windows or macOS, you may receive the following prompt:
In addition, if your company requires Device Trust checks, you may see this prompt:
You may need to install Box Tools before proceeding. However, if the problem persists after downloading and installing Box Tools, please follow the steps below.
Environment
In the Web Application if you are using Box Edit (the open with button) or if you have Device Trust enabled for your enterprise. This can happen on both macOS or Windows.
Troubleshooting Steps
- Is Box tools installed in the Control Panel or your Applications?
- If not, please install Box Tools.
- If you see it's installed twice, please uninstall both and do a fresh install of Box Tools.
- Open up your Task Manager (Windows)/Activity Monitor (macOS). You should see two processes running:
- Box Edit
- Box Edit Local Com Server
macOS:
Windows:
- If you don't see these processes running please ensure they are set to run on start up
- Please review this article which describes the potential changes you may need to make in your environment. You may need to check with your IT or networking team for further assistance if you are unable to make the changes yourself.
- If you are still seeing the prompt to install Box Tools please open up a case with our support team and provide the following information:
- Network Capture - You'll want to make sure you log into Box, start the capture and then refresh your browser!
- Box Edit logs
- Answers to the following questions:
- Is it happening to all users?
- Have you tried a different network? Do you get the same issue?
- Is it happening on all browsers?
- Please include a screenshot of your task manager showing the two processes running (Box Edit and Box Edit Local Com Server).
- Please include a screenshot of your control panel to ensure Box tools is installed.
Root Cause
This can happen if your network or computer environment prevents Box.com from communicating with Box Tools. Box Tools uses a loopback network interface to communicate between Box.com and your computer. Basically, this is how we talk to the programs on your desktop to know when files are saved or if you device has the proper security settings, as examples. The use of this interface may require additional configuration in your environment.