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Kaspersky Internet Security does not allow opening microsoft office files stored in box drive


Kaspersky Internet Security does not allow opening microsoft office files stored in box drive. Only when I turn off the “File Antivirus” component from settings of KIS, I can open the files.


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Userlevel 7
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Kaspersky Internet Security does not allow opening microsoft office files stored in box drive. Only when I turn off the “File Antivirus” component from settings of KIS, I can open the files.

Hello @Akshay Gujar,

Welcome!

  1. Please read & follow the tutorial by @danila T.   Read before you create a new topic ? 
  2. Is Box installed on the device or accessed via browser? If “browser”, which browser? And does the issue persist in every supported browser: Firefox, Chrome, Edge Chromium? 
  3. Has  “Kaspersky Internet Security does not allow opening microsoft office files” problem always existed? If “no”, when did it start? 
  4. When “Kaspersky Internet Security does not allow opening microsoft office files”, are there any errors? If “yes”, please post a full screen image of the error? 
  5. Open KIS, select More Tools, select Reports, look for any events related to Box & or Microsoft Office files, save the Report, (KIS-BOX Report.txt) attach:paperclip: to your reply? 

 

 

Please let us know? 

Thank you:pray_tone3:

Flood:whale:+:whale2:

 

  1. Read the tutorial
  2. Box app is installed on the system. Bov v 2.20.136
  3. Problem started after system was formatted and latest KIS was installed. Issue was not present in previous release.
  4. Screenshots attached
  5. Attached

 

Userlevel 7
Badge +9

Hello @Akshay Gujar
Thank you for the information. 

  1. Watch our video, then on your computer get KIS version & patch(x) x = letter & tell us what it is
  2. Which was installed first, BOX or KIS? 
  3. In the Report there’s no Box or MSO events, did you look thru all KIS Reports? 
  4. Check whether any applications installed on the computer are incompatible with KIS
  5. If the system is run in Safe Mode, can MSO files be edited from with BOX app? 
  6. Export KIS Settings
  7. Reset KIS Settings to Default
  8. Shutdown the computer, using Shutdown, not Restart, power on, login.
  9. Start KIS
  10. Recheck opening a MSO file store in BOX? 
  11. Let us know the outcome please? 

 

Thank you:pray_tone3:

Flood:whale:+:whale2:

  1. KIS version 21.3.10.391
  2. I have tried both vice versa.
  3. There is no event in any of the reports.
  4. No
  5. Box doesn't start in Safe Mode with Networking. “Encountered a problem, restart Windows to Update Box”. Box is already latest version.
  6. done
  7. done
  8. done
  9. done
  10. Same issue exists
  11. same issue exists

 

As mentioned previously, only stopping the File Antivirus module in KIS solves the problem.

Can you give me the beta build which you are using.

 

 

Userlevel 7
Badge +9

Hello @Akshay Gujar

  • :a: Does your KIS have a patch(x)? 
  • :b: What “beta” build? 
  1. Uninstall KIS, save License information only, do not check any other check boxes? 
  2. Download & clean install KIS. 
  3. At the end of the install make sure the computer is shutdown using Shutdown, not Restart, power on, login. 
  4. Do not check the MSO/BOX issue atm. 
  5. Run a manual Database update → allow it to complete? 
  6. Run a manual Full scan → allow it to complete? 
  7. At the end of the Full scan make sure the computer is shutdown using Shutdown, not Restart, power on, login. 
  8. Check MSO/BOX issue? 
  9. Fixed? Let us know? 

Thank you:pray_tone3:

Flood:whale:+:whale2:

Kaspersky Internet Security release notes

Userlevel 7
Badge +8

Box app is installed on the system. Bov v 2.20.136

Also , i can’t reproduce your issue with Box v. 2.21.201

 

 

Hello @Akshay Gujar

  • :a: Does your KIS have a patch(x)? 
  • :b: What “beta” build? 
  1. Uninstall KIS, save License information only, do not check any other check boxes? 
  2. Download & clean install KIS. 
  3. At the end of the install make sure the computer is shutdown using Shutdown, not Restart, power on, login. 
  4. Do not check the MSO/BOX issue atm. 
  5. Run a manual Database update → allow it to complete? 
  6. Run a manual Full scan → allow it to complete? 
  7. At the end of the Full scan make sure the computer is shutdown using Shutdown, not Restart, power on, login. 
  8. Check MSO/BOX issue? 
  9. Fixed? Let us know? 

Thank you:pray_tone3:

Flood:whale:+:whale2:

Kaspersky Internet Security release notes

 

This does not solve the issue.

 

Box updated to 2.21.202

KIS v21.3.10.391 

The issue I think is KIS is not allowing the hidden temporary file to get created while opening MSO files.

Userlevel 7
Badge +9

This does not solve the issue. Box updated to 2.21.202, KIS v21.3.10.391 

The issue I think is KIS is not allowing the hidden temporary file to get created while opening MSO files.

Hello @Akshay Gujar

  1. Post a screen print of the KIS application, About screen ? 
  2. IF KIS is not allowing a file, that will be recorded in the KIS Reports, are there any events that match that? 

Note: We’re unable to replicate the issue.

Thank you:pray_tone3:

Flood:whale:+:whale2:

No events in More Tools -> Reports

Found this in Event Viewer → Microsoft Office Alerts

Microsoft Excel
The file cannot be opened because your virus scanner has detected a problem with the file.
P1: 101442
P2: 15.0.4420.1017
P3: xzqjP4: 
 

The events that occur in File Antivirus of Type info while opening the MSO document in Box are.

Timestamp in attached file: 12-05-2021 9.53.45 AM

Userlevel 7
Badge +9

Hello @Akshay Gujar

Thank you for the update!

Log a case with Kaspersky Technical Support; use the Application malfunction, Other template; Support may request Logs, Traces & other data; they will guide you

 

  • After submitting the case, you’ll receive an automated email with an INC+12digits reference number, then, normally, within 5 business days, a Kaspersky Technical Support human will be in touch, also by email, you may continue to engage with the Kaspersky Technical Team via email or by updating the INC in their MyKaspersky account.
  • Please share the outcome with the Community when it’s available? 

Thank you:pray_tone3:

Flood:whale:+:whale2:

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