Hi ​@James Pasillas, 

Welcome to Box Community and we’re here to help!

Our Engineering team have identified the error you reported. And we are closely working to resolve this in the shortest time possible.

For the time being, you can open your file through your local desktop. 

We will surely keep you posted for any new updates. 

I appreciate your time, and thanks for posting! 

Hi ​@Rona Box 

Myself and several others in my org are having issues with this as well. The common denominator we have found is that we all did an update to our windows recently. Do you have an insight as to where BOX is at with the issue resolving?

Thank you! 

I have had the same issue for the past 72 hours. Hope there’s a fix soon. 

Thank you for bringing this issue to our attention, sorry for any inconvenience. According to our Support Team, the matter is still under investigation, and we’ve also escalated it to Microsoft for resolution.

To help prioritize this issue, we encourage the affected users to report it directly to Microsoft as well.

As a temporary workaround, please download the file, rename it, and then re-upload it to Box.

We will keep you updated and are working diligently to resolve this as quickly as possible.

​@Jey Bueno Box Can you guide us to the best place to report it to Microsoft?

We have been experiencing this issue as well for the last 24+ hours.  It looks like when it fails we are unable to Open in Word on the Desktop either.  Download seems to work, but since the file is locked for collaboration, we cannot replace it with the edited copy. 

What would be the best way to report this to Microsoft?

We are also experiencing this issue. While it does eventually load, for each reload, it shows an icon that suggests the person is already in the document. There are two of us trying to collaborate on a file so it’s important that we use the online version and not the desktop version.

I, too, am having issues opening some items in MS Word Online. Are you having trouble on the backend with this? I looked at the Integrations tab as suggested above and that didn’t help.

Hi everyone, you can get started by visiting Microsoft’s contact page here:

Please note that support options may vary depending on your organization. Rest assured, we are actively working with Microsoft to address this, and we’re hopeful for a solution soon.

We truly appreciate your continued patience as we work to resolve this issue.

​@HeidiM, I’ve moved your post to this thread instead as your concern is most likely related to a known issue that’s still being investigated by our engineering team. Thanks for your patience.

I am also encountering this error now and its impacting all my Word documents. This appears to happen after trying to open the file 3 times. Please let me know if anyone finds a solution. 

I thought it had been fixed as I got into one of the documents. But then I closed out and tried going in again and it’s still chugging away...any news?

Hi everyone! Microsoft is aware of the issue and has released a fix. Could you please give it another try and let us know if you're still experiencing any problems?

If it’s still acting up, try logging out and back in to refresh things—that often helps!

We’ll continue keeping an eye on it, and hopefully, everything’s back to normal so you can keep working smoothly with Word Docs.

​@Jey Bueno Box 

I tried opening all the files we were experiencing issues with last week and they all seem to be working fine. Thank you!

I was able to get in as well. Thank you!!

Awesome! Thank you for the update, ​@James Pasillas & ​@HeidiM. I’m glad to hear the issue has been resolved and that we’re all back on track.

Thank you.  It is working for us as well.

Perfect—thank you for the update, ​@gowingrp! It looks like Microsoft has fully resolved the issue, and hopefully, we won’t run into any more problems.