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Can't open files with Box tools after a file is renamed

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Jack Nugent

Hi all, 

After a file is renamed (normally .docx files) when I try to open from Box browser page using Box tools to open in the desktop app, a message pops up saying the file has been renames since the last time it was edited (see screenshot below). After I click the top, recommended option then it never loads in the desktop app, it just continuously shows the launching screen on Box browser page. If I try again it goes to the launching page and stalls there again. If I click the bottom option to cancel then it doesn't load and when I try again the same error message appears. I tried uninstalling and reinstalling Box tools but that did not work. Restarting my computer is the only solution I have found, otherwise I have to download the docs, work offline, then upload again at the end but this ruins my workflow. Thanks for your support everyone. 

 

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  • Rona

    Hi Jack, 

    Welcome to Box Community! 

    To help address your 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!

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  • Fran MacKinnon

    I m having the same problem so if there is a solution PLEASE POST!

     

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  • Sarah Sumpter

    Same issue here accross a number of user accounts. Tried clearing the cache in Box Edit/Tools folders - no difference to behaviour

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  • Brian Engle

    This problem has been going on way too long. I've been dealing with it for a year. Please post a workaround or, better yet, fix it in an update. This is a major inconvenience.

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  • Sarah Sumpter

    Hi Brian,

    I contacted the support team who had identified a problem with the recent Box Tools update (Version 4.26.1.1109). They sent me a new update over email to install which has worked. They advised they were pushing it out officially at the end of October so it should resolve after this. The working version I am on now is 4.26.2.1132. If you can't wait (was unbearable for me!) then you may wish to ask for the fix ahead of main release.

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  • Brian Engle

    Opening the files via Box’s mounted volume in File Explorer works, so I can wait for the update. Thank you for sharing that info, Sarah; nice to know they're on it! Cheers. 

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