Unanswered questions

Hi everyone,We noticed a strange issue with Box video preview.We uploaded the same video file (about 5MB) to two different folders:one for internal use one for external accessThe video plays smoothly in the internal folder, but in the external folder it just keeps spinning/buffering and won’t preview properly.We also tried uploading another small video file (about 1MB) from a different account, and that one also could not be previewed online.Since both files are very small, we’re wondering if this could be related to folder settings, permissions, or shared link settings.Has anyone seen this before or know what might cause it?Thanks!

We are sending and receiving files to and from customers via BOX, but some customers have reported that they are unable to log in to BOX.We have received reports from some customers that they are unable to log in to the BOX.If you know how to solve this problem, please let us know.The following is the sequence of events leading up to the screen. Invitation mail is sent when the customer starts using the BOX→The customer sets up registration information from the URL in the invitation mail→When the customer tries to access the BOX login screen to start using the BOX, the screen shown in the attachment is displayed.The screen shows "A confirmation email has been sent," but when we checked with the customer, he said he had not received any BOX email other than the first invitation email.

When I go to "Save a Copy" of my Word or Excel documents that I opened in Box... there are no options to save as a PDF... just gives a couple of basic options. See the screenshot below. I can go and browse and find the location again and through that method I can get the right options, but just the basic... save a copy... it doesn't exist. This works on my Mac as expected and works if I am using OneDrive... but for some reason I can't get it to work on Windows using Box.  

After restoring my computer from a back up, box was not working on my desktop verison. I am trying to download the desktop version on my Mac, I followed these instructions and it is still not working, https://docs.box.com/en/box-drive/getting-started-with-box-drive/uninstalling-box-driveI successfully reinstalled it but when I try to launch the desktop app it says:“Box Drive has failed to update to version 2.52.312.Please try to update again or report this issue to us by sending your logs.”I sent the logs but then doesn’t let me contact anyone. Has anyone experienced something similar? Help please :)

Please implement the option for users to provide time specific notes on video files. Video communications and branding work are core deliverables within organizations, and especially within the Federal government. This is a feature present within Dropbox, Frame.io, and other sites. As a fedramp solution, this is an important feature that would bring parity to your offering with your current competitors in the marketplace.

社内でBOXドライブを使用してファイルを共有している。いままでは共有できていたのに今日、更新、同期されなくなってしまった。特に設定の変更はしていない。どなたか教えてください。

Hello,  I have a significant number of files for which I keep getting the message,  "We’re sorry, the preview didn’t load. Please re-upload the file or contact Box support." We've attempted to re-upload the files, but to no avail, so I am hoping to contact Box support for assistance.   Many thanks!

Hello,Back in 2020 I registered box.com account with email [removed by moderator] , I try to login now but have a message “password expired”. Unfortunately now this email server doesn’t work anymore, so I don’t have access to email and can’t change/restore password. Please help to transfer account to another email.

I am working on a new instance using a closed folder taxonomy. AKA, IT will maintain control of the folders and add employees.I would like to make a top level folder DEPT for example and add a group to it. I would like the users in the group able to create and share sub folders under the Top Dept folder.The one concern I have is that someone could accidentally share the entire top level DEPT folder.  I want the users to only be able to share the individual subfolders.  Is there a way to do this? If I give Editor on Top folder they are able to share the entire thing including all sub folders.  The only way I have found would be to not share the top folder at all, and make the folders they need to share as an admin then grant them editor to just that folder. 

Twice an issue has occurred for me when moving a file through the review queue that all looks great when I open a Word Doc via Microsoft Word for Web, but after accepting a track change edit or deleting a comment that was made, when I move that cleaned up/edited file to a different user’s queue, when they open it, the file appears corrupted - text is missing, sentences are rearranged. 

I use a (free) Box account for work, and have not had issues for about 2.5 years, and then a few days ago I can no longer view/access my project folders and Box is saying that I have to set up 2 factor authentication (2FA). My company said there have been no security updates on their end that require this, and I am the only one on my project team that has had this issue on Box. Everyone else can still access the project folders (and don’t have to use 2FA). Any help?

Hi, a user below could not receive a confirmation email. Could you please check the suppression list?personal information-redacted Thank you, 

Where do you turn on Box for Microsoft Office (Desktop) as a autosave location in admin settings?

Has anyone enabled or using the  box MCP connector directly in the native M365 co-pilot chat without having to call or use the box agent directly?I’d like to be able to search, call files and folders directly in native co-pilot chat with out having to click on the Box agent within co-pilot. 

As co-administrator, I deleted a former employee from our account.  During this process, I received a message recommending that I save the files in the deleted account, which I did.  However, rather than adding the former employee files, the former employee files replaced all of the other files.  The other co-administrator still has access to all of the company folders, but I do not.  After contacting BOX and establishing a ticket number 4 days ago, I still have not received a solution to this issue.  Without access to these folders, I am completely shut down at work.In addition, random files have been deleted over the past couple of days.  Although I have no access to these files, they are shown as deleted by me.  I was able to retrieve them from the trash, but something is very wrong.

My husband and I have the same problem. Billing day is here and we cannot update de payment method. We tried 3 different Visa cards and we receive the same errors. Each of us made a case but there is no resolution yet even though the priority is urgent. What can we do? Please someone help us!

Good afternoon,Our client wants us to fix an issue where File Explorer customizations are not being respected when viewing files in the Box Drive path on the workstation.Specifically the file name column is not wide enough to display the full name of files/folders in the path, but this issue is not present outside of the Box Drive environment.

Hi,I need to restricting folder renaming for user after creation. Is there any SDK API available to call or any other option.Thanks

Our group has never enabled or required 2FA. One of my users all of a sudden can't log in because he's now required to provide a 2FA code. He's never set this up (and neither did I as the Admin, we would need to upgrade to have access to this feature).  Any thoughts as to why this is happening all of a sudden? Was there a breach somewhere? He changed his password to try and get around this, thinking it was a glitch, and I see that activity in the console, but nothing else. Help?    

Dear Box TeamGood Morning. my box file all trash . but this my personal file. i want to recovery my all file. plase help me sir. my request you accapted  

when I save a file I am working on to box only I can see them. My coworkers can to see the files I have created and saved or the updated files I have edited.   Please help me with this issue. I am using a MAC.

Whenever I try to make a file available offline I get “offline failed”.  I have uninstalled the app and reinstalled with no changes. This used to work.  It succeeds for PDFs but not text or kbdx files. 

We currently utilize Box to store all of our Asset, Case, and Opportunity files.When folders are created for an Asset and Case, the folder for the Asset is name by the unique ID of the Asset while the folder for the Case is named by the Case number.Both of these values cannot change which is preferred, however the folder for the Opportunity is named by the user created name for that Opportunity. We would like to complete a mass rename of those folders to match the ID of the Opportunity.

Has anyone else experienced the Box AI API Q&A endpoint returning 403 issues on all queries since last evening? It seems like the same API calls that were working yesterday are failing as forbidden, even though nothing changed with the App client’s permissions. Already verified the Client ID we are using has access to the file’s were using in the request but now only getting 403 back.

I am getting {"type":"error","status":404,"code":"not_found","help_url":"http://developers.box.com/docs/#errors","message":"Authorization Failed","request_id":"redacted"} when I call https://api.box.com/2.0/tasks/{task_id} though I have no issue listing all tasks using the same token with https://api.box.com/2.0/files/{file_id}/tasks