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System Specs: MacOS Monterey V12.7.6

Browser: Chrome (updated to latest version)

Issue: attempting to access a locked file gives this error, even though I was the one who locked the file originally.

Steps to reproduce issue:

  1. lock a file in Box Drive online
  2. click 3 dots and open with Office Suite online (Word/Excel/Powerpoint Online etc)

Steps done to troubleshoot:

ran updates on Chrome & MacOS

cleared cache on browser, tested on incognito and different browser (no change, same error)

disabled and re-enabled Office Online integration

 

Notes:

Any other suggestions or assistance would be greatly appreciated.

👋 Hi ​@IT Admin PDS, welcome to the Box Community!

 

Is coauthoring enabled for your enterprise? When coauthoring is active, it creates its own lock, which is not compatible with other Box locks. Locking the file will result in it being locked for everyone.
 

If you’ve opened the file on another device or browser, please make sure to close it there before trying to access it again. If the error persists, wait a few minutes for the server to release the lock on your file. (Sometimes, the server may still think the file is open and just needs time to sync.)


If the issue remains unresolved or seems to be related to something else that requires further troubleshooting, please submit a support ticket for assistance. Our Product Support team may need to obtain logs to determine the cause of the inaccessible file.

 

Thanks, and have a great day! 😊

Hello Jey,

As far as I can tell Box for MS Co-Authoring is not available for all users (only myself)

If this is not enabled for all users at my company would this cause issues for our employees?
 

 

Hi ​@IT Admin PDS, thank you for your response and for sharing your enterprise set up.

 

That general rule applies when co-authoring is enabled. There are also instances where it says “Someone else is editing this workbook” when that “someone” is actually you who locked the file. Have you tried closing the file on all your devices or browser before trying to access it again?


Just to add, there are a handful or reasons why this locked error can occur. Please check out Excel file is locked for editing - Microsoft Support to learn more.

 

If you are still having an issue, please submit a support ticket for further assistance. 😊

Hello Jey,

That is correct, I have attempted to close this file out multiple times without much luck.

I have closed the file and even attempted to open this file on a fresh new browser, without much luck.

 

Hi ​@IT Admin PDS, sorry to hear you’re still unable to access the locked file.

 

I see that you’ve already submitted a support ticket. Our Product Support team will continue to troubleshoot the issue, so please keep coordinating with them to get this resolved.

 

Thank you for your patience! 😊

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