Some users are unable to open a PDF file in the native app because the Open button is grayed out. Other file types open as expected. All users have Foxit PDF and Box add-in installed, Box Edit, Box for office, Box Drive. Users are able to open the document through Box Drive.
Solved
Cannot Open PDF files from Preview screen
Best answer by DavidR
Thank you for the reply. This issue seems to be corrected. We determined that uninstalling / reinstalling Box Tools clears the issue. One thing to note - under default integrated apps, the only option listed in Adobe, although we do not have the Adobe reader installed. Should Foxit be listed there?
👋 Hi
To help users resolve this issue, can you please have the users try the following troubleshooting guides:
- Navigate to Integrations on the left > My Integrations > verify that Foxit PDF Reader is enabled ✅
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Select the default application for viewing file types:
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In the top-right corner of your Box window, click your account icon and select Account Settings.
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Click the Integrations tab.
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Scroll down to the Default Integrated Applications section.
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Under Open With, for each available File Type select an application. Box will use this application when opening that file type in Preview.
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In the top-right corner of the window, click Save Changes.
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- Also, make sure Foxit is set as the default PDF application on their local machines.
- Make sure that the Box Tools installed is up-to-date.
- You can download Box Tools from our site here: https://www.box.com/resources/downloads
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If the issue persists and if this hasn’t been done yet, could the users please try the below steps? These usually resolve common issues in the web app and accessing tools within Box:
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Try using an Incognito window or a different browser or device.
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Ensure the web browser and OS are up-to-date. Check out Understand the Box Policy For Browser And OS Support for reference.
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Disable all plugins, add-ons, or extensions within the browser.
If, for some reason, users are still unable to open PDFs, please submit a support ticket so our Product Support team can investigate further.
Looking forward to getting this resolved soon. 😊
Thank you for the reply. This issue seems to be corrected. We determined that uninstalling / reinstalling Box Tools clears the issue. One thing to note - under default integrated apps, the only option listed in Adobe, although we do not have the Adobe reader installed. Should Foxit be listed there?
Cool! I’m glad to hear that the issue was resolved by uninstalling and reinstalling Box Tools.
Have you checked the My Integrations tab to see if Foxit PDF Reader is enabled? Please note that this will only apply if you have this integration added to your enterprise. Otherwise, you can check your device’s default apps for opening PDFs to ensure you have your preferred app set when opening files from Box on your desktop.
Regarding Adobe, you might be referring to the web app, which allows you to open PDFs online. This will also appear when enabled by your organization.
Let me know if you have any other questions or concerns. 🤗
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