"Unable to Open File" Error Message From Box Edit

When attempting to open a file on your desktop using Box Edit, an error message stating "Unable to Open File: Box Edit failed to validate the file download. If the error persists, please contact your administrator". The file does not open in the associated program as expected. The error message looks like the image below: 

 

unableopenfile.png

 

Environment

 

Windows or macOS using Box Edit v3.3 or above. 

 

Troubleshooting Steps

 

  1. Make sure that the problem is not at the file level: 
    1. Download the file to your local machine.

    2. Attempt to open the file locally.

      • If you are not able to, the file is likely corrupted and is the source of the issue. 
      • If you are able to open the file, please follow the next steps. 
    3. Re-upload the file to Box as a new version of the original.

    4. Try to edit the file again.

  2. Check that you are using a supported browser. Unsupported browser may not work with Box Edit.
  3. Check if you are using a browser mode that does not allow cookies. For example, Chrome's Incognito mode or Internet Explorer's InPrivate Browsing mode. 
  4. Check if your browser settings are configured to not allow cookies. Cookies need to be allowed or an exception for Box should be added. Cookie settings vary depending on the browser:
    1. Chrome: https://support.google.com/chrome/answer/95647
    2. Firefox: https://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferences
    3. IE: https://support.microsoft.com/en-us/help/17442/windows-internet-explorer-delete-manage-cookies
    4. Edge: https://privacy.microsoft.com/en-us/windows-10-microsoft-edge-and-privacy
    5. SafarI: https://support.apple.com/kb/ph21411?locale=en_US
  5. Check if you have any browser extensions or plugins that may be interfering with cookies.

If none of the above steps resolve your issue, please follow the steps below:

 

  1. If on Windows, click in the Box Edit icon in your system tray and check the Enable Debug Logging option
  2. Open a new browser window and reproduce the "Box Edit failed to validate the file download" error.
  3. After reproducing the error, please collect your Box Edit logs and create a support case through support.box.com so that we can assist you in resolving your issue.

Note: The Windows 10 Creator Update released in 2017 made Box Edit unusable with the Edge browser. The issue was introduced by Microsoft and we are currently working with them to develop a solution. 

Version history
Revision #:
5 of 5
Last update:
a month ago
Updated by:
 
Contributors