Box Windows Program Unresponsive After Windows Update

Hello,

We hare having some issues with Box for Windows not working after a Windows update. We have a Microsoft Surface running Windows 10 21H1. After the following cumulative updates were installed KB 5019959 and KB 5020801 Box would not work at all.

After updates we attempted to launch Box and the program did not respond, didn't even write a crash to the event log. We then tried to uninstall Box from control panel, it would run the uninstaller but nothing happened. All the files are still in C:\program files and it still showed up as installed. We downloaded the box executable from your website and ran it to see if that would do anything, but we get the following error:

We are at a point where we can't uninstall, reinstall or use the Box program at all.

Any help you can provide would be appreciated.

France

1 décembre 2022 21:32

Hi Jesse,

Welcome to the Box Community, I'm happy to help!

Can you please do a clean uninstall of Box Drive to remove traces of the old installation from your Windows computer by following the steps provided in this article: https://support.box.com/hc/en-us/articles/360044196293-Uninstalling-Box-Drive

Afterwards, please install the latest version of Box Drive you can download from this page: https://www.box.com/resources/downloads

Let us know how it goes and if you have questions!

All the Best,

Jesse Thomas

2 décembre 2022 22:36

We uninstalled the KB updates and Box works fine now. When it comes time to update the device again we will keep this in mind and reengage support if we continue to have problems.

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