Unanswered questions

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How Can I recover deleted trash?

Hi, For one of our employees, he recieved an email stating that his payment method for Box was declined and it came from a [removed by moderator] email address. However, it still seemed like a phishing email, so we looked into it further and it was sent from an AWS IP Address instead of a Box Domain IP address.So I wanted to see if it was possible to talk to somebody from the Box Security Team to see if they could verify this email.

Our Box account was recently administered by a user ending in “@relateddomain.com” and had access to all of the admin settings in Box. This was one of the proxy addresses for that user in our Entra tenant.After enabling SSO and provisioning, the user associated with that “@relateddomain.com” email address was provisioned by into Box by Entra as a separate user. However, their UserPrincipalName ends in “@maindomain.com” which forces the SSO login workflow. Currently, when our admin tries to login to the initial “@relateddomain.com” address he is able to use the user:password method, but once the user:pass is verified it seems like the SAML login workflow is followed and he is instead logged in to the other provisioned account with less admin rights. This happens in an Incognito browser as well. This effectively means we cannot reach the settings to allow any users to bypass SSO or disable it entirely. How can we regain access to our admin settings in order to fix this?Thanks

I am trying to add user and I have seats available. However, Box wants to charge me everytime I add a user even though I have seats available. What is the fix here? 

Hi,I reached my 10 GB storage limit on Box, so I upgraded my account.Before upgrading, I was close to the 10 GB limit.However, after the upgrade, the Box web interface shows:Storage Used: 144 B of 100 GBThis is strange because I definitely had several gigabytes stored before the upgrade. At the same time, Box Drive still shows “out of space” and won’t let me save or sync files — as if I’m still at the old 10 GB limit.To try to fix it, I have already: Logged out and back in Restarted Box Drive and the computer Verified local disk space is fine But the issue persists.It seems like: My stored data is not being counted or displayed correctly on the web interface, and Box Drive is still enforcing the old 10 GB limit, despite the upgrade. Could you please help refresh my account or correct the storage reporting so Box Drive recognizes the correct quota?Thanks,Itamar

I access Box as an non-government end user via USAFX.  I use a gmail address.  There are two departments that upload documents to me - Probation and AUSA.  I can see the items uploaded and authorized by probation.  The AUSA sends me a different link for discovery, but I always get the following message :”This shared file or folder link has been removed or is unavailable to you.”  I know I am authorized and that the AUSA has created the link.  Sometimes when I log in, there is no information in box.  My questions, is there some kind of issue where two different departments are tryign to upload documents to the same gmail box credentials?  What else could it be?  

since its a hellscape FPS venture to try and get DIRECTLY to actual support humans to give a short quick answer, I have to come to the community… I log into my account via a fairly new M3 chip macintosh and newest Firefox browser.Sadly am not using VPN on it yet.Doesnt matter, I can browse my own Box files.I finally find the one I want and click download, but get sent into an endless mind burning loop of Username, password, Username, password, Username, password, Username, password, and so on. I never restricted myself from downloading my own files.Something changed NOT ON MY END since the last time I logged in, that Box didnt send an auto Ai Generated email warning me to take care of as they changed something/anything. Has anyone else managed to get around the stupid endless looping of re-logging in just to download a file you already found after already logging in?

hi. i changed my password using mail link but i can not access my acount.

I have been sent time sensitive information through Box that I cannot access.  Box does not recognize my 20 year old email forcing me to use my gmail back up. When I try to download through my usual email, it says that records are not found.  All help appreciated. Genuinely would prefer to speak to a live human being to solve this problem. Thank you.

I have recently changed my phone. However, I have updated my authenticator app without transferring the data from my previous phone. Therefore, the code generated by the new auth app never matches 2FA. How can I reset 2FA?

Please update Box Drive to support longer file paths. Box Drive is relying on File Explorer legacy limits rather than Windows Operating System limits. We can create and access files with well over 350 character paths on the web interface and iOS Box app. Box needs to open up the Box Drive app for Windows. Using an alternative file browser (i.e. Directory Opus) can bypass the legacy limit of File Explorer on Windows.

Hello, whenever I send a document for signature and I add in an attachment, the final signed version does not include in the attachment. EG I have file 1 and file 2. File 1 contains the signature requests but file 2 does not. After all parties sign the document, the finalized signed document only contains file 1 but not file 2. Is there a way to have Box export both the finalized signed file 1 and file 2 combined into one PDF automatically?

I have been struggling with this issue for years, and cannot seem to resolve it. When I have an invited collaborator make a box note in their folder, I cannot view it. it says that the hide collaborator’s feature is on and you cannot view it because of that.  However, when I go to the folder settings, the option to turn that feature off is grayed out. I have looked in enterprise settings, content and sharing, within the sub folder, parent folder, everywhere. Can someone please help me figure out how to turn this off so we can read notes?  

I am trying to move a file to another folder where a file with that name already exists. Right now this operation throws 409 “item_name_in_use”. I want to enable versioning on this file move operation. Is there any way to do this or do I need to download and reupload the file for versioning to work?AI suggested using `conflict_resolution = "replace" ` in the body but it did nothing. Is this hallucination?

I am using a free account of Box, which provides me with 10 GB of storage. My account settings show that I have used 1.8 MB of that storage. However, when I try to add a file I get the error in the below screenshot. You can see in bottom right of the background that the file failed to upload because “Account storage limit reached”. How can I solve this issue? It’s severely interfering with a project I’m working on. 

I’m obviously not the first person to experience the search function not working.  I clearly have a file in my Box account with the word “budget” in the title. When I type “budget” in the search bar, nothing shows up. I’ve tried other search terms that should work and they don’t.  These files have been in my account for days and I haven't touched them and the search is still not working. They are spreadsheets and word docs, not PDFs.  Please help me fix this. The search is completely nonfunctional at this point. This is the main barrier preventing me from recommending Box to my entire team.   

Hi, We've been experiencing an upload issue recently while uploading many folders in bulk. for example. we are uploading 10 folders with 1000 files. 100 files/folder. The upload was finished, and 10 folders were created, but only some of the folders had files inside them. The final result will be 10 folders and 300s files. most of the created folders are empty.We have checked our firewalls, and tested on many computers and can't get different results.

I get this error with the a download button, “This preview didn’t load because the file type is unsupported. Please try to open or download the file to view.”I’ve downloaded the file and it doesn’t open.I’ve made the browser extension changes recommended and nothing happens.Help!

I am a newbie.  I would like to migrate data from existing Citrix/sharefile system.  Box documentation says that I should contact support to get access to the feature.  This moves me into a circle of hell without exit.  Each time try to contact support I am placed in the forum and I am told to log in and then I am placed back in the forum.  Suggestions?

Right after installing the 2.48.250 update of Box Drive for windows, all the folders I had set to “offline” were deactivated, and right now all my data is only in the cloud. I tried turning the option back on for some folders, but the data download never completes and just stays stuck. If I sign out of my account and log back in, the data appears as cloud-only again. Has anyone else run into the same issue? How can I fix it?

I’m on Mac OS X v12.7.6 (last Monterey version), and have tried this on the most recent versions of both Chrome and Firefox.Box Sync shows “Error Syncing 1 File...”. It’s not important to me that the file is backed up to my Box, so I’d like to exclude it from syncing. As best I can tell, I should be able to right-click on the file in my “Box Sync” folder on my computer and select a relevant option, however no Box-related actions come up when I right-click. I’ve scoured what I can find in Help and Support resources but I don’t find any solutions.(I have seen that there should be a “Lock” option, it is not there. But as an idle question, if I could “Block” the file, would that result in ignoring the file during the sync process?) Please don’t point me to the standard “recommended actions for error sync” troubleshooting instructions (see below) ----- the “recommended steps” are not useful/do not applyhttps://support.box.com/hc/en-us/articles/ [removed by moderator] -Box-Sync-Troubleshooti

I'm using Box Drive for Windows. I tried logging out and logging back in, butI got a pop-up message saying "Unable to Connect to Box" and couldn't log in.I can log in to Box using a web browser.I tried uninstalling and reinstalling Box Drive for Windows, but I still can't log in.Could you please support me?

I’ve run Box for several years.  Sometimes, I’m unable to open Word even though Box Tools is installed.  I’ve always figured out a way -- refresh, restart, reinstall -- but today, nothing is working -- the final choice, install again, failed..  So, I’m unable to access my Box documents.  No reason to keep my account if I can’t access my documents.  Anyone able to help? 

I signed up for box.com because I thought I would be sharing all my data with my team. One team member has uploaded a lot of data but apparently it is not visible by everyone.  We need to all have access to the same data as different departments should be able to post files and then share between themselves. This is a key reason I purchased and have setup multiple users on my plan. How do I solve this and get my team back to work? I am on the business plan. Thanks in advance,