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Support Forum

Your go-to space to ask questions, share concerns, and get help with any support-related issues.

54 Topics
Jey Bueno Box
Jey Bueno BoxCommunity Manager
published in Support Forum
Box Community Support Forum Guidelines

Welcome to the Box Community — a public space where Box users collaborate, ask questions, and share knowledge. To ensure a positive and productive experience for all members, please take a moment to review and follow the guidelines below. Start Here: Review the TermsBefore participating, please read and adhere to our Box Support Forums Terms of Service! Your use of the forum constitutes agreement to these terms. 🤝 Be Respectful and SupportiveWe strive to maintain a welcoming and inclusive environment. Be kind, constructive, and respectful in all interactions. Treat others as you would like to be treated. Harassment, bullying, or inappropriate behavior will not be tolerated. If you encounter such behavior, report it to a Community Moderator. For inappropriate content, please click the ellipsis (⋯) below the relevant post and select "Report" to notify the moderation team.  🔊 Communicate Clearly and Considerately Avoid using ALL CAPS — it comes across as shouting. Refrain from “bu

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Jey Bueno Box
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UserNew Participant
asked in Support Forum
Mainframe to Box

Hi All, we are trying to send an attachment from Mainframe to BOX. But at times it seems to work and sometimes it doesnt post the attachment to the BOX server. Is there a way we can check where it exactly failed? and reason behind this!

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Jey Bueno Box
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NYC AnonymousNew Participant
asked in Support Forum
directory shows up with modified name on certain users computers

Our company has a shared box drive. There is a directory on it that many people need to use. For the purposes of this question, imaginebox/top folder/mid folder/target folderHowever, for some users this is showing up asbox/top folder/mid folder/target folder (John Smith)(Where John Smith is the name of another user and admin at our company). We hypothesize that this has to do with some people having been given direct access to the target folder in the past by John Smith at the same time they had access to other, unrelated folders with the same name, so Box created a unique alias for the target folder for them.But now everybody has access to the top folder, and we want them all to see the target folder under the same name. But Box continues to display it under the modified name [/target folder (John Smith)] for them, so the automation fails.Is there a way to tell box to use the normal name for everybody; it would no longer create any kind of ambiguity to do so.

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Jey Bueno Box
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TlozaNew Participant
asked in Support Forum
How do I tag a group of collaborators

When collaborating on documents I’d like to be able to tag an entire group -vs- having to manually enter the name of each user. I’ve seen a chat asking this same question with no resolution, and that was closed a few years ago, but wanted to ask the question again to see if this has since been resolve. Or if anyone has another way to do this I’d be very interested in it. If I had the ability to group a group that’s associated with a tag that would be even better. That way I could create different groups based on the comment that could be tagged without having to piece the list together each time. Thanks a ton to anyone/everyone that’s able to assist me. 

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Orange Flame MusicNew Participant
asked in Support Forum
THE CIRCLE OF NO SUPPORT CONTACT

I have a new Enterprise subscription, and I can't contact support. I keep getting redirected to the forum. Ironically, there are countless help posts on this topic in the forum. I do need to switch providers, right?

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toddnotplayingNew Participant
asked in Support Forum
Business Plus only has 1TB storage?

 I’m on a Business Plus trial and the sales page says ‘unlimited storage’ but my admin page says 1.0TB. Is is unlimited or 1TBN for business plus? 

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alamATjpdevelopmentsNew Participant
asked in Support Forum
How do I locate empty file folders?

Is there a convenient way to locate file folders that have zero files within it? I am trying to clean up our file system. In Internet Explorer you have the ability to type “size:empty” in the search. Is there something similar in box?

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MaxSNew Participant
asked in Support Forum
Can't login into desktop application.

Hi, I have been attempting to login into box through the desktop application. However, I keep getting placed in a loop where I have to continuously login and it never opens the desktop application.Any solutions will be helpful, thank you.  

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Jey Bueno Box
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IHFamAdminNew Participant
asked in Support Forum
Renewing Box Signatures

Every year I send confidentiality forms to volunteers using Box Signature. Is there a way to automate this process so that Box sends out the form on an annual basis to individuals or groups?

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Jey Bueno Box
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ChiranthJainNew Participant
asked in Support Forum
BOX Migration failure

Hi, I have started the BOX migration from Linux machine to BOX cloud, this linux machine is tagged to Windows machine with Shuttle service running, but migration is not moving anywhere above 1%, can someone assist?

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Jey Bueno Box
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Micah MillerNew Participant
asked in Support Forum
How to Disable Auto-Populating "Launching Application" Notification

Hi,When in Box and opening a PDF in Box I typically right-click on the file, then select “Open With” followed by “Open with Adobe Acrobat” and when I do the following notification pops up:______________________________________________________________________Launching Application<pdf> is opening in Adobe Acrobat. Saving your file will save changes directly back toBox.Lock file to prevent others from editing it______________________________________________________________________Is there any way to change my settings so this doesn’t populate every time I open a PDF?I have to select “Close” each individual time after opening before I can continue navigating through folders/files and it makes my work far less efficient.Thanks!

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Jey Bueno Box
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IsoNew Participant
asked in Support Forum
Our colleague can't receive password reset e-mail.

Our colleague tried to reset his password but no e-mail reached him. I checked exchange e-mail record but there have been no e-mail rejected/failed related to his e-mail address. We would like you to check your e-mail record as sender and please advise how we should inform his e-mail address.Your kind cooperation will be appreciated. 

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Richard MorganNew Participant
asked in Support Forum
Box Relay, move entire folder based on metadata event

Good afternoon. I am trying to get an automation figured out for my agency and have run into an issue with relay.  . I have the following structure:A main folder called “communication” subfolders made for different instances of communication a folder outside of communication called “complete”  a metadata template called “status” and one of the options is “complete and closed” I would like to have a flow that, when metadata is applied to a file in “communication” that equals “complete”, moves the folder containing that file to the outside folder “complete”.  When i choose metadata event at the beginning of a flow, then choose folder action as an outcome, i can’t figure out how to choose the folder that had metadata applied to it. Is this possible? I am trying to avoid having to move folders individually.  thank you!

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Jey Bueno Box
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Venkatesh Prasad RanganathNew Participant
asked in 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.

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Jey Bueno Box
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KIMNew Participant
asked in Support Forum
lost my files

I am using it in Japanese and it says "お探しのページが見つかりません." This means the following in English: "Pages not found."The file I am looking for was moved to a different location a week ago.The file is not displayed, how can I find it?

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Jey Bueno Box
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rcjreggioNew Participant
asked in Support Forum
Outage - Error creating google sheets

Hi,My org is unable to create google sheets via box.  We’re also unable to create a google sheet in google drive, and then save/open it in box via the integration. When creating a new google sheet in any location (and from any user profile), you get “Launching Google Sheets...”, then an error that says: ”Google Docs encountered an error. Please try reloading this page, or coming back to it in a few minutes.To learn more about the Google Docs editors, please visit our help center.We're sorry for the inconvenience.- The Google Docs Team”    

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Jey Bueno Box
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DavidRNew Participant
asked in Support Forum
Box For Office - Adding Box's Open Dialog box to the ribbon

We have installed the Box for Office integrations. This adds Share and Upload icons to the ribbon. However, when we select File / Open / Box there is an icon for Browse Box. This brings up a dialog box for opening a document. How can we add this dialog box to the ribbon? We tried recording a macro, but this action is not captured. Quick access to this feature would be really helpful. Thanks. 

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Jey Bueno Box
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KCarlsonNew Participant
asked in Support Forum
Adding User

I am trying to add a user but it says the email is already used in Box but not associated with an enterprise. How do I add them to my group? 

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Jey Bueno Box
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parkerkvNew Participant
asked in Support Forum
Notification based on date in metadata template

Hello Community! I am the Box Admin for a food and beverage company that is using Box to store our contracts, from technology licenses to manufacturing agreements. My Contract Management team has created and implemented a metadata template on the contracts folder. They want to use the expiry date within the metadata to trigger a notification to review the contract 90 days before that date.I was not able to figure out how to achieve this with Relay. Metadata template based notifications seem to be limited to notifications when metadata is applied, but not based off of the metadata itself. Does anyone know of a built-in or external mechanism to meet this need?

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Jey Bueno Box
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Clare MayRaeburnNew Participant
asked in Support Forum
All Previous Work and contacts have vanished

Hi,I am on a joint dropbox with some other users, i now cannot see any of those people or any of the previous files or folders i have uploaded, only the most recent one.  Other users are not having the same issue as me and have not had a change, any help appreciated Thanks

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Jey Bueno Box
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CHeyninckNew Participant
asked in Support Forum
Unable to access online folders and files

Hello everyone,One of our users is unable to access his online folders and files (see printscreen).He can display them if he does a search (via search results).I should also point out that another user's folders and files were recently allocated to him (following the deletion of the 2nd user).Does anyone have any ideas?Box drive runs fine on his MacThanks in advance 

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Jey Bueno Box
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AlexTorres10New Participant
asked in Support Forum
Designate new email account as administrator

Hello, I hope you can help me.I want to know how to migrate a panel from a business account to a new account that I want to acquire, since the account that I currently have I no longer want to have it as administrator.

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Jey Bueno Box
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CJ AbraNew Participant
asked in Support Forum
Download / shared links is not working

Hello - sadly in the Webinterface the download of all files I try to download does not work. Tried with different network/devices.It only says that my download is going to proceed and urges me to login. Which I did then.But even then, clicking the download button does not do anything at all. Tried with 5 different files now and no matter which device/browser/network I use - the download button is with no function. Even the three dots with the choice to “download PDF” is not working. The System Status page from you is green and nothing is noted there.

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Jey Bueno Box
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tishaguptaNew Participant
asked in Support Forum
Not able to upload doc/pdf file to box using upload file API

I have integrated my salesforce org with BOX. And tried to upload the file from salesforce to box using upload file api in apex. And i successfully uploaded it in desired folder but then i am not able to preview those files in box. Why is it so? It is showing a error message , for pdf :- This preview didn’t load because the document may be protected. Please try to open or download the file to view.For doc:- This preview didn’t load. Please try to open or download the file to view. I have tried uploading many files of same type but i am not able to view them.

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KazzNew Participant
asked in Support Forum
Logging in via 2FA

We need to contact support at Box because a user has not got access through two factor authentication. Is there a support email address for log in help? 

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Jey Bueno Box

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