Box Integration "Open" menu does not have option to open local Word app

Hi ​@kgdickens, welcome to the Box Community! I’d be glad to assist.

This is a known issue that several users have encountered! Here's what's likely happening and how to resolve it.

When the Box "Open" menu shows "Install Box Tools" even though it is already installed, it typically means the browser cannot communicate with the local Box Tools service. This can happen due to:

• An incomplete or corrupted Box Tools installation
• Box Tools processes not running in the background
• A firewall or security software blocking communication between Box.com and the local Box Tools service
• The .docx file type not being properly associated with Microsoft Word in your OS settings
• Having both MSI and EXE editions of Box Tools installed simultaneously (Windows only)

✅ How to resolve:

Some of the steps below may require admin-level access on your computer or within Box. For end users, they may need to loop in your IT/help desk for steps involving software reinstallation or firewall settings.

Step 1: Verify Box Tools processes are running

Windows:

1. Open Task Manager → Processes tab
2. Confirm "Box Edit" and "Box Local Com Service" appear under Background Processes
3. Also check the Startup tab — if either is Disabled, click it → Enable → restart your computer

Mac:

1. Open Activity Monitor and search for "Box Edit" and "Box Local Com Server"
2. If not running, try reinstalling Box Tools

Step 2: Check your .docx file association

This is a very common culprit! If .docx is not properly associated with Microsoft Word in your OS, Box Edit removes the open option entirely.

Windows:

1. Go to Settings → Apps → Default Apps
2. Search for .docx and confirm it's associated with Microsoft Word
3. If not, reassociate it, then refresh your Box page and try again

Mac:

1. Right-click any .docx file in Finder → Get Info
2. Under "Open with," select Microsoft Word → click Change All

📖 Reference: Unable to Use Box Edit with Certain File Type

Step 3: Check for duplicate Box Tools installations (Windows only)

If both the MSI and EXE editions of Box Tools are installed, they conflict with each other.

1. Go to Control Panel → Programs and Features
2. Check if Box Tools appears more than once
3. If so, uninstall both versions, then reinstall a single version from Box Downloads

📖 Reference: Troubleshooting Missing/Greyed Out Open Option

Step 4: Verify Box Edit is enabled

1. Go to https://app.box.com/services/box_edit
2. Confirm Box Edit is enabled for your account
    

Step 5: Reinstall Box Tools

If the above steps don't resolve it, try a clean reinstall:

1. Uninstall Box Tools from your computer
2. Download the latest version from Box Downloads
3. Reinstall and restart your browser

📖 Reference: Troubleshooting Continuous Prompt to Install Box Tools (Windows)

Step 6: Test in another browser

Try opening the file using a different browser (Chrome, Firefox, Edge) to rule out a browser-specific communication issue.

💡 Alternative: Use Microsoft 365 Co-Authoring

If your organization has Office 365 (Enterprise subscription), your Box Admin can enable Box for Microsoft Office Co-Authoring, which allows you to open and edit .docx files directly in the Word desktop app from Box — without relying on Box Tools at all. When enabled, the Open menu will show "Microsoft Word Desktop" as an option.

Note for Admins: This can be enabled in Admin Console → Integrations → Box for Microsoft Office Co-Authoring. Perpetual licenses (Office 2016, 2019) are not supported — Office 365 subscription required.

Did this solve your issue? Choose your next step.

To get more comfortable with Box integrations, here are some helpful resources:

• Box University: Box for Office Integrations 
• Support Guide: Box for Microsoft Office

If none of the above steps resolve the issue, I'd recommend submitting a ticket so our Support team can investigate further, especially if this is affecting multiple users in your organization. If you’re unable to open a standard case, click here to access the ticket form.

Hope this helps! Let us know how it goes.