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Box error on launch

  • May 2, 2025
  • 4 replies
  • 278 views
J

Any idea on how I can resolve the following error on launch?

Failed to execute script ‘bfd_main’ due to unhandled exception: Module use of python311.dll conflicts with this version of Python

Traceback (most recent call last):
  File "box\app\bfd_main.py", line 18, in <module>
  File "PyInstaller\loader\pyimod02_importers.py", line 378, in exec_module
  File "box\patch\win32timezone_patch.py", line 12, in <module>
  File "PyInstaller\loader\pyimod02_importers.py", line 378, in exec_module
  File "win32timezone.py", line 244, in <module>
ImportError: Module use of python311.dll conflicts with this version of Python.
 

Best answer by JAtkinson

Hi Rona

 

I am getting the same error as Jeremy

Please can support contact me to resolve the issue

Thanks

Mark, I spoke with a technician, these steps worked for me. Maybe this will save you some time & help:

 

Stop/end all Box related processes in Task Manager, uninstall Box Drive via Control Panel then check to make sure the following locations/traces are gone from your machine:

  1. Go to C:\ProgramData\Box and delete the Box subfolder. (or rename it to Box.old if you cannot delete)
  2. Open Registry Editor and delete HKEY_LOCAL_MACHINE\SOFTWARE\Box\Box.
  3. Go to C:\Users\[USER]\AppData\Local\Box and delete the Box subfolder.
  4. Open Registry Editor and delete HKEY_CURRENT_USER\SOFTWARE\Box\Box.

Once that has been completed, download a new Box Drive installer and reinstall Box Drive.

 

Cheers, 

Jeremy

    4 replies

    Rona Box
    • Rona Box
    • Community Manager
    • 707 replies
    • May 2, 2025

    Hi ​@JAtkinson, 

    Welcome to Box Community and we’re happy to assist! 

    I’ll have someone from Box Support team to contact your directly. I’ve created a new ticket and we’ll be in touch, please keep an eye out.

    Thanks for posting!

    J
    • JAtkinson
    • Author
    • New Participant
    • 2 replies
    • May 2, 2025

    Nice! Thanks for the reply!

    Have a great weekend,

     

    Jeremy

    M
    • Mark
    • New Member
    • 1 reply
    • May 15, 2025

    Hi Rona

     

    I am getting the same error as Jeremy

    Please can support contact me to resolve the issue

    Thanks

    J
    • JAtkinson
    • Author
    • New Participant
    • 2 replies
    • Answer
    • May 15, 2025

    Hi Rona

     

    I am getting the same error as Jeremy

    Please can support contact me to resolve the issue

    Thanks

    Mark, I spoke with a technician, these steps worked for me. Maybe this will save you some time & help:

     

    Stop/end all Box related processes in Task Manager, uninstall Box Drive via Control Panel then check to make sure the following locations/traces are gone from your machine:

    1. Go to C:\ProgramData\Box and delete the Box subfolder. (or rename it to Box.old if you cannot delete)
    2. Open Registry Editor and delete HKEY_LOCAL_MACHINE\SOFTWARE\Box\Box.
    3. Go to C:\Users\[USER]\AppData\Local\Box and delete the Box subfolder.
    4. Open Registry Editor and delete HKEY_CURRENT_USER\SOFTWARE\Box\Box.

    Once that has been completed, download a new Box Drive installer and reinstall Box Drive.

     

    Cheers, 

    Jeremy


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