Skip to main content

Unanswered questions

229
C
community-managerKnown Participant
 Support Forum
Box Live Support Needed - Not Chat

As a business critical enterprise platform fast support is sometimes needed. Being able to speak with a live person is everything. Online chat with the first support tier, or submitting a ticket that goes into the ether... neither of these give us admins a warm & fuzzy. Even Paypal, that nefarious platform, offers a callback experience. Amazon does, EBay does... Microsoft... countless others. Box is a large investment and should step up to provide more direct support options for enterprise customers.

499
Rona Box
D
dortegaNew Participant
 Support Forum
Viewer Cannot Play MP4 Videos

I created a folder and uploaded MP4 videos. I asked some users with Viewer Permission to play the video but they got error message “ This Preview did not load because you don’t have permission. Please ask the file owner to update the permissions: Please help

91
Rona Box
S
S.OkiNew Participant
 Support Forum
ごみ箱から復元できません　　Unable to restore from Recycle Bin

間違えて消してしまったフォルダを復元しようとすると "このフォルダーツリーは現在削除中です。 復元は削除処理が完了してから実行できます。後でもう一度やり直してください。"というメッセージが出て復元できません。早く復元するにはどうすればよいか教えてください。(私は管理者ではありません)When I try to restore a folder that I accidentally deleted, I get the message "This folder tree is currently being deleted. The restore can be performed only after the deletion process is complete. Please try again later. " message and cannot be restored. Please tell me how to restore it quickly. (I'm not an admin)

61
Jey Bueno Box
J
jamccNew Participant
 Support Forum
unable to access shared link

I was sent a link from an outside agency to access and upload documents.  I was able to open it and was asked for a password which I was unable to create. I set up a box account and I am now unable to access the link that was previously sent. I don’t know if creating my own account caused this problem. I do not need a personal box account, I just need to be able to upload documents to another agency. 

61
Rona Box
M
mnietoNew Participant
 Support Forum
Add external users

Hi,I would need to add external users from my administrator console. I have upgraded the plan to the Business Plus because I need a lot of external users, but it is impossible to add them. The platform only allows me to add users of my organization.I wait for your support please.Thanks. ​@Jey Bueno Box 

71
Rona Box
U
urman2000New Participant
 Support Forum
I need to open a support case

I need help with updating my Box drive desktop app. I sent in the logs and it tells me to create a support case on the forums.

31
Rona Box
D
dnoraNew Participant
 Admin Forum
Managed user is not searchable as a collaborator. Type email, message states content being shared with external collaborators.

Some of our users are not able to search for a new user. When you add the email, which has same domain as all the other users, there is a message at the bottom that states content being shared with external collaborators. Why this behavior? thanks

61
Jey Bueno Box
R
rgahockey123New Participant
 Support Forum
My plan that I had was changed so that the files I had within box got deleted

Is there a way for me to recover the deleted files if i upgrade my plan or is it too late?

71
Rona Box
J
Jennifer KnightsNew Participant
 Box Sign API
Domain Error

I am trying to make a user a co-admin in our Box sandbox and I am getting an error about Domains for email addresses.  I then tried to add our domain and got an error to contact support.  Please help.  Warm Regards,Jennifer Knights

30
J
M
miketregNew Participant
 Support Forum
Box drive stopped working windows 11 pro

Box drive does not sync with box, my files on laptop file folder do not sync with box. If I uninstall box, do I loose files on my box folder in the computer that did not sync to box

161
Rona Box
N
NSHayNew Participant
 General
Increase seats 27 to 28

Our company has 27 seats and would like to increase another 1 seat to make 28.Is it possible? 

101
Jey Bueno Box
T
TravisNew Participant
 Support Forum
Signed on to two macs

I am transferring from an old mac to a new mac using Box to work from as I do this. I brought the new mac up today after it was in the shop to transfer all the files from my old from this week. I signed on to the new mac at the prompt from box and all the files that I had worked on from the week were gone. How can I retrieve these files please? Thank you for all your help! 

30
T
H
hclackSWHNew Participant
 Admin Forum
external user error for hub collab

Hello,I keep getting an error when trying to add an external email to a hub as an editor… The global setting for external collab restriction is off as is the setting for the hub.I have also tried adding the email to the folder as an editor and then the hub with no luck.

83
Jey Bueno Box
J
jtinacciNew Participant
 Support Forum
Need help resetting my account storage limit

It’s ridiculous that this is STILL a thing. Can someone please please please run the silly script that corrects my storage limit? Thanks! 

201
Rona Box
8
8810HaNew Participant
 Support Forum
about two-step verification

Hi, team.I canceled my mobile phone contract and changed my phone number, so I cannot verify the two-step verification code.Please tell me the steps I need to take to log back into Box. Please also tell me what I need to be careful about when doing so.Example: Registering a new account, changing two-step verification

31
Rona Box
N
nw-adminNew Participant
 Admin Forum
user mfa

we have the $15 business plan. I am the admin and I have MFA on my account. There doesn’t seem to be an option for my other collaborators to setup MFA on their accounts.Is this is a limitation of the subscription level? Or, is there somewhere that I have to enable it for them.

103
Jey Bueno Box
C
community-managerKnown Participant
 Support Forum
External Collaborators and storage space

Say an organisation has the Business Plus plan (with unlimited external collaborators). 1. When an external user on a Free Individual account becomes an external collaborator, does that free user get to piggyback on the Business Plus organisation's storage space and sync more than 10 GB? Or do they remain restricted to syncing 10 GB? 2. Is it possible to add a specific number of "external collaborators" to any of the plans below the Business Plus plan? Or, if you want to have external collaborators, is Business Plus or above is the only option?

62
M
C
community-managerKnown Participant
 Support Forum
Assigning one Box AI Agent to one Box AI Hub

Hi there! I have a Box AI Agent created to answer HR questions.  I have a Box Hub with our public HR documents.  I only want my users to use this HR Agent with this HR Hub with no other options available to the user. How can I configure that?

92
R
N
NabinaNew Participant
 API
"Invalid Crypto Key" Error

My BOX and Salesforce connection was working fine, and the connection was established between the BOX and Salesforce until last week. Starting this week, I am getting “Invalid Crypto Error” while Salesforce and BOX tries to connect.No, update is being made on the Private Key, and the Private Key is not expired as well, and no updates are being made on the BOX as well. All of sudden, the connection between BOX and Salesforce died on me. I tried to look for this issue in BOX and found this article which is not so helpful. My Private key is not encrypted to follow the encryption. I am using PKCS#8 PEM Format Private Key to connect it to BOX. Any suggestion or help on this issue will be really appreciated.Thank you!

1023
Jey Bueno Box
V
Venkatesh Prasad RanganathNew Participant
 Support Forum
Reported storage size does not match the actual storage size

Hey Team,While my local Box storage occupies <40GB, Box online reports >51GB with same number of files.  Can you please help me understand or fix this issue?Thanks in advance!P.S.: I posted the same issue (old post) a week ago on Support forum and was told that the situation should be automatically fixed in 24 hours.  It has been five days since then but the situation has not be fixed.  Also, adding more comment to the old post does not seem to get the support team's attention.  Hence, I am reposting the issue here.

33169
J
C
community-managerKnown Participant
 Support Forum
Storage limit reached - storage usage not shown correctly

Hello everybody, I have to add myself to the plethora of people struggling with this problem for months now: my storage limit is 10 GB and I'm only using a small proportion of it. Box keeps telling me via the "counter" on the lower left side of the home-screen, I'm using 9,7 GB. Everytime I want to upload something, it says I need to upgrade my account to a programme with costs. I'll maybe consider this, but not before this problem with my free account is solved (it should be a matter of a click in the right box/resetting the counter - I've read in another help-thread that there's a code for that, so PLEASE run this on my account). Many thanks, Bernhard

43
J
S
satrancNew Participant
 Admin Forum
Upgrade issue: Your account needs further verification

I tried three times to purchase the upgrade for my space, but each time I get blocked with a message that says something like: “Your account needs further verification, please submit a ticket to customer support.” What should I do?

638102
Jey Bueno Box
C
community-managerKnown Participant
 Support Forum
Backing up Box data to another cloud provider

Hello, Our company is undergoing an industry accreditation audit that requires our files be backed up in more than one place. We currently use Box as our only file storage.  What is the best way to automatically back up our Box data on a schedule to another cloud provider (currently looking at Azure Blob storage but would consider an AWS option). In my search thus far, I don't see much information regarding getting information OUT of box for this purpose. Can someone help with ideas? Thanks in advance.

63
J
S
srlakeEpicNew Participant
 Support Forum
Box App and Zoom app both activated: how to save recordings?

I’ve searched a lot, youtube, Box, and Zoom documentation, and the docs always point to an activation box but none show WHERE. I just want to have my recordings transferred to my box folder(s).

71
Rona Box
N
nelisonNew Participant
 Support Forum
iPad "Make Available Offline" results in "Saving Unsuccessful"

I’m attempting to synchronize a variety of folders between Box and my iPad. I use the iPad when at a job site, and may not have access to wifi. This works very well for some folders, but other folders show as continually “Downloading” and the Sync Activity shows “Saving Unsuccessful” for that folder. How can I troubleshoot, and ultimately resolve this problem?

31
Rona Box

Badge winners

  • Product expert
    Nabinahas earned the badge Product expert
  • Product expert
    sengokuhas earned the badge Product expert
  • Intelligent Content Management Expert
    Mikkohas earned the badge Intelligent Content Management Expert
  • Intelligent Content Management Expert
    RobBlainhas earned the badge Intelligent Content Management Expert
  • Product expert
    community-managerhas earned the badge Product expert
Show all badges

Didn't find what you were looking for?

Ask the Community
Terms & ConditionsCookie settings