End User Forum

A new user no longer has their authenticator hooked up, is it possible for it to be reset? 

I cannot access shared files.  I was able to until a couple of weeks ago.  What is the issue?

I was asked to send my logs and in the final message, it said to create a support case. Would be good to have a box with a form to fill out to create a support case - it was hard to find this screen.

We are currently reviewing how we organize folders in Box and have encountered a challenge with shared folders.In one case, a user has a large number of folders (over 180) in their root directory, most of which were shared by other users. This makes navigation and organization difficult.Is it possible to group or consolidate shared folders into a single view or under a parent folder in the root directory?

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!

Work is about to get a lot more intelligent! We’ve officially unveiled the future of the Box experience, designed to help you accomplish more with less effort.Discover how Box Extract automatically pulls structured metadata from your documents with confidence scores, and how Box Automate orchestrates complex processes seamlessly.We also shared exciting updates on the evolution of Box Agents—including upcoming web search integration and the ability to run code in a safe sandbox to execute advanced tasks. 📌 Check out the roadmap summary and watch the recordings to see what's coming!  

I work in AutoCAD LT. I have been working directly on these files in my BOX folders. Should I be downloading my files to a local drive, then return them to my Box drive when the edit session is complete?

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.  

Hello, I manage yearly folders with a lot of subfolders and many different people accessing. At the end of the year I would like to archive and remove all collaborators access. I find it very difficult to know who has access to each subfolder and would like to know how can I verify in an efficient way all the people that have access and how can I remove access from Parent Folder to ensure nobody has access to the subfolders once year is over.  THank you very much.

I am employed by Love & Photos, I had my first wedding with them Saturday. I click on the link they gave me and they said my email was not a biz email so I used another ( [removed by moderator] ), my email attached to Love&Photos is [removed by moderator] Anyways, I then had to upgrade for more space. L&P should not need more space, it is unlimited. They said I should contact you and ask for a refund. But not I am trying to upload my images and it is complete but on their end they do not see any, can you help, on my end it says I have over 2000 images sent....SO two questions, can I get a refund and secondly why can’t they see the images on their end.*​Title updated from “not seen on other end” to a more descriptive title for clarity.

Boxサポートチームの皆様、こんにちは。BoxアカウントでGoogleログインの無限ループに陥っています。app.box.com /resetでパスワードリセット手続きを完了しても、ログインページが常にGoogleログインページにリダイレクトされてしまいます。バックエンドシステム上で、私のBoxアカウントからGoogleアカウントの関連付け（ソーシャルサインイン／SSO）を手動で削除／解除してください。そうすれば、通常のメールアドレスとパスワードでログインできるようになります。ありがとう。 

I have a business account in Box.  I upload my document to Box and insert the signature fields with the person designated to sign.  When I click “Send Request”, it appears to start the process but then the request is not submitted.  The document remains on the page - there is no error message and no indication that my browser blocked the request.  I checked the requests folder and the sign request has not been added to the folder.  I have cleared my browser cache and tried it in another browser, but still cannot send the signature request.   Is this an issue with Box.com today?  I have not had this issue before. Thanks!

I’m trying to build a workflow that renames any file uploaded to our Box Client Uploads folder, to the name of the person uploading it. The workflows repeatedly fail without giving any reason.  Has anyone experienced this issue, or is aware of a potential workaround?

We have tried worksharing function using an AEC Collection license via local area network (LAN) and it was successful.  However, our company has just started using Box Cloud File Server which provides secure and centralized platform for storing, sharing and working on digital files.  In our attempts, it was not successful.  We would like to know, is there a way in order to utilize worksharing function using an AEC Collection license via Box Cloud File Server?  

I am new to box.com/ hoping someone can help me. I am trying to use Tags to automate our process. MY goal is to have a pre-populated tag for my team to choose from when reviewing a file. How do i very simply create a pre-populated tag?  also, how do i conduct a search for files that do NOT have a tag? seems like these are simple but loaded questions.

Box seems committed to the same path as other cloud service providers, ensuring the customer is dependant on the cloud and phasing out features that give users access to their own files. Apple did the same with Photos, etc. Such is life. So with the imminent departure of Box Sync, how are folks thinking about the future of file sync services? Are you willing to go with the flow and adapt to Drive? Or holding on to maintain Sync behaviour as long as possible? Or looking to other providers (or even DIY) that still provide user friendly options?

フォルダやファイル名が意図した並び順にならないが設定が出来ないでしょうか。※毎回名前を押すのは、正直ストレスを感じる。やりたい事00_aaaaa01_aaaaa99_aaaaa実際の並び順99_aaaaa01_aaaaa00_aaaaa新規作成順でソートしている?これをユーザー側で設定するにはどうしたら良いか。プランのアップグレードすれば問題ないのか。プランは、Individual。移行期間中の為、移行完了したらBusiness Starterにアップグレード予定です。以上、よろしくお願いします。

I recently submitted a review for Box on G2, and the review has already been published successfully. However, I have not yet received the incentive/reward that was mentioned as part of the review campaign.Could someone please help me check the status of the incentive distribution or guide me on whom I should contact regarding this?I can provide additional details if required.Thank you!

I need to copy all files from a specific folder created after March 14, 2025 to provide to an outside entity.  I tried performing a search from 03/24/2025 - 04/27/2026 and drilled down to that particular folder and the search was performed on all folders.  Help!  What am I doing wrong? 

Hello everyone,  my company uses Box, and quite frankly it's a disorganized mess. I have been brought in to organize it. Currently, there is no structure to how the folders are set up, and a lot of the files are incorrectly named. We have about ten people that currently work inside and use Box.My question is: If I change the name of a file, does that affect the shareable link? What if I change the name of the folder that it's in, or what if I move the folder? Since I have been tasked with restructuring Box, I'm curious what would happen to all the shareable links if I move, rename, and/or delete folders. 

Since a few weeks ago I’ve been getting the attached error message whenever I am in “Keynote on the Web” (Keynote on iCloud) and try to add an image using any method.Presumably Numbers etc. are also affected by this bug.The bug exists purely client-side. I traced it down to the following function:GSK.Document.getAvailableSizeForMediaItems()which is called via const n = Math.min(GSK.Document.getIndividualDataSizeMaximumThreshold(), GSK.Document.getIndividualImageDataSizeMaximumThreshold()) , r = GSK.Document.getAvailableSizeForMediaItems();The function is returning 0. Thus r is being set to 0 and the upload fails due to being less than “the limit of 0 bytes”.Personally, I was able to work around this problem by patching the function:​​​GSK.Document.getAvailableSizeForMediaItems = () => Infinity;By doing so I’m able to attach images again.However it should really be fixed the proper way.

I have a Box Starter Plan and have one collaborator but don't see where I can invite a second. Would I need to upgrade to be able to do this? 

We use Bluebeam Revu as our default pdf.  Box is set to Adobe and it is not letting me switch the default. Ay information as to how to set Revu as the default would be helpfull.

The file size for the files in the Salesforce is displaying the correct size/ Numeric values but once moved to the Box displays as “NaNB”.As per the suggestion from the Box Support, we have upgraded the box version but the issue still persists. Any suggestion would be appreciated. Thank you!

I have been invited to an Enterprise Box account which is suppose to have unlimited storage. However, when I upload files it says “Account Storage Limit Reached” can anyone assist?