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Question

Gray 'X' in bottom right corner of files. Can't open in Box Drive, open in Box webapp.

  • May 22, 2025
  • 1 reply
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While I'm waiting to be able to start support chat from the users PC I thought I'd see if anyone else ran into this issue.

We have a user who has 2 PDF files with a gray 'X' in the bottom left corner of the PDF icon in Box drive on their desktop. There is a 3rd PDF in the same folder that opens fine.

When trying to open the files with the Xs she got the error "There was an error opening this document. A file error occured." I was able to open the document in the web app and from box drive by opening the file with firefox. After I opened the file with firefox the Xs disappeared but the files still would not open.

I had the user log out and back into Box Drive, but the error persists and now says "There was an error opening this document. The file cannot be found."

    1 reply

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    Hi Hugh, 

    Welcome to the Box Community!
     
    This would be something our Support team would like to investigate with you and may require specific account information. It seems you already have an open ticket for this issue with our support department, please continue working with them if you are still having issues opening your files.
     
    Thanks for your patience and please comeback and let us know how it goes.
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