Support Forum

Howdy - if you are receiving the below error message when opening ANY Box files, note that it is in regards to this error: https://admin.microsoft.com/#/servicehealth/:/alerts/SP843810 (accessible via the Office365 Admin Console)   The full details as of today: Issue ID: SP843810Affected services: SharePoint OnlineStatus: Service degradationIssue type: AdvisoryStart time: 31 Jul 2024, 09:41 BST User impactUsers may incorrectly receive a security warning prompt when opening Excel files in SharePoint Online. More infoMore specifically, users may incorrectly receive a security prompt when opening Excel files in the Excel app within SharePoint Online. Also, affected users may see the following message “This content presents a potential issue”. Scope of impactImpact is specific to some users, who are served through the affected infrastructure, attempting to open Excel files in the SharePoint Online Excel app. Current status31 Jul 2024, 12:24 BSTAfter reviewing the service telemetry, we’ve

I need the general security management report and policies that are implemented by Box.  I have a customer asking for that information. Could you please send me a copy of your SOC report?

Hi, as others have posted, I get a blank screen upon logging in. I've cleared cookies and cache and tried a few browsers. Nothing is working. I can use my phone app fine

Box syncs to a data drive on my PC. That drive recently failed and I had it replaced. The tech working on the system was able to recover most of the files, but could not copy them to the new drive into the Box folder.Once I restarted the PC at home and activated Box, that folder became active on the new drive. I copied all those recovered folders into Box. Now Box is struggling to sync everything.So my question is - does it see those as 'new' files? Would it be easier to simply uninstall Box from this PC and reinstall it and re-download everything? That seems like a waste, but the PC has been trying to sync for over a day and say it's got over 150,000 files still to sync.

I have used no more than 10GB of storage, but Box says I have used over 25GB. Also, the app doesn't give a breakdown of what files and folders are taking up the most space.

User Name: Ken Fioretti User email: <personal information - redacted> thank you!

When  I signed up for MFA, the recovery codes did not generate.  There was an error.  How do I get recovery codes?

Hi,   A new user at our company who I was able to set up as a managed user is not receiving the activation email from Box with the activation link in it. The email is not stuck in his junk or SPAM folder.   Please look in to this issue.

We have a new user added. On our side, she is ACTIVE but she never got the invite or confirmation email, so she can not log in to BOX. how we can resolve this issue? 

The owner has shared a file but it will not allow access to see.

We are currently trying to migrate the Admin account from Mindy Ratajczak's account to Charlotte Tang's account. I have the login for Mindy's account and I have begin the process of moving the admin account following the listed instructions that were previously provided. When I triggered the change it forwarded an email to Mindy's email, asking to verify the permissions change. When I tried to accept it from her account it told me her account was not able to approve the transfer. I reached out to Charlotte Tang and she says she has not received any emails from Box in regards to a permissions change. I need someone to look into this and please assist in ensuring we can have the rights transferred properly. Thank you!

Hi Support Team, Could you please help to respond how do I reply to comments posted in a word document? example as below:

Free space on my account is reporting incorrectly, Can you please fix?

Trying to do a fairly straightforward process that searches a box instance for a file and downloads the stream. The process works fine for the first 2 downloads. Once the 3rd file attempts to download, it times out.   var downloadResponse = await client.FilesManager.DownloadAsync(boxFile.Id); 2024-07-18 10:46:00.9800|ERROR|Error in BoxDownload process to capture files|System.TimeoutException: Request timed out ---> System.Threading.Tasks.TaskCanceledException: A task was canceled. Can't seem to get any more information to help troubleshoot. I'm processing these requests synchronously so there should not be any issues with api limits.

I've had this issue for over two weeks now. Any document that is not recent enough (over 30 days old), is not loading, and thus cannot be opened. It takes aaaaages (there's a loading circle that appears next to the file name that supposedly shows the progress, but it stays always the same, very close to 0%), and then suddenly an error pops up in my computer - "The operation was cancelled". I've tried quitting the box app and opening it again, quitting the apps themselves (Preview, Microsoft Word, Adobe InDesign), but nothing fixes it.  Help please! I can't work without my files. 

Hi, I was wondering if the Box API allows to use a different public key algorithm, other than RSA. I am using it in order to sign a requests to get a JWT. If only RSA is supported, is 2,048 bits the only key size that can be used? Thanks!

I want to rename files i receive through file request links with the metadata that is collected. I am using relay but when creating a workflow and selecting the meta data is says something like variable unavailable. Even if the data is collected

trying to log into an old account, but need to change the email address because that email is no longer valid. i can't verify my account with the original email i used to set up the account. i have another account that i use on a regular basis and would like to also use this second one, but there is no way to change my email address and no answer on the phone. thank you

I have two-factor authentication set up with an old number that I am disconnecting. I need to change it to my new number. How do I do that?

The Box for Salesforce LWC works and can display box files, however, if I try to use any of the other components such as Box Explorer or Box Uploader I get a message: box.vf.force.com refused to connect.  Any ideas on how to fix?

Any way to tweak the amount of time it takes for a user to get signed out during X period of inactivity?. My employees are complaining its happening a little too often. Also, sometimes when they attempt to sign in after being signed out, they get this error and have to try again (sometimes several times) to sign back in. 

I am using IBM.ent.box. When collaborators from companies other than IBM use BOX with their user ID/password, what is the authentication interval? Is it every 24 hours or every 8 hours?

Box Driveをインストールして、ログインを試みましたが、 以下のメッセージになりログインできません。 「このアプリに問題があるようです。 ご安心ください。ファイルは安全です。このアプリのサポートについては、Box supportまでご連絡ください。お気軽にお問い合わせください。 Error: invalid_client  エラーの詳細を表示」   Box syncはインストールしていないです。   なおBox.comからブラウザでログインはできます。

Problem sync Box between computers. We have computer # 1, Windows 11, which is used for 90 % of activity. It does not sync to the other for several weeks. And when I try to log into the on-line version, I get a blank screen – no error messages. We have computer # 2 used for some activities – located on another location. That the computer I am using here via remote control from computer # 1. It does not sync to the other computers, but I can access the online version. We have A High-powered Surface, which function as back-up fort Computer # 1. But same problem as # 1. It appears I have some settings wrong on Computer 1. Computers #1 and # 3 use the same modem to access the internet.

It's possible to embed an Excel file within a PowerPoint slide by highlighting the Excel table or sheet you'd like to embed > Copy > in PPT, Home tab > Paste > Paste Special > Paste Link button > Microsoft Excel Worksheet Object   If the Excel file is stored in Box though, this results in various errors if you try to update the link within PowerPoint. Close out of the Excel fie, go to the Powerpoint, double-cick the Excel table/worksheet within PPT or right-click it and choose Update Link results in the following errors: "The server application, source file, or item can't be found, or returned an unknown error. You may need to reinstall the server application." "The linked file was unavailable and can't be updated."           In order to work-around this issue, we have found that you can insert the 'Edit Links to Files' button in the PPT toolbar and redirect the links to C:\Box instead of the default https://api.box.com/wopi/files