Support Forum

Hi. Could you please run the script to fix storage capacity? 46,2 Go is not correct..  Thanks in advance.

can someone please run the script? I'm showing that I should be using 0 MB/GB but it shows that I am using over 11 GB. Thanks so much.

There is a group of us who use box to keep files on deals we are doing.  One of our people has left the group and we would like to delete the folders they owned.  I have tried to reset their password and log in as them to delete the data, but the reset password never arrives in their inbox (I have access to their email now.)  How can I delete these folders?

Hello, We have an employee who is having issues logging into Box. Their note to me regarding the issue: "The issue is, when I try to log in, I don’t know my password (from years ago) so Box attempts to send me a password reset to my old phone number. I don’t have access to that phone, so I can’t receive it to update my password." It sounds like they had 2FA enabled and is unable to get a password reset sent to their email. Can you assist?? Please message me and I can provide all of their information.  Thanks! Jackie 

I am unable to add a new user to our company folder. I've added the user multiple times but receive the same error each time. I deleted his account and re-made it again today but the same issue persists.

Trying to add a managed user, keep getting this error message: "Email already used in a box account but not associated with an enterprise". What do I do from here? The person states they may have a company box account, but have never logged in or used it. How do I get this person access to our box account? 

person in charge Thank you for your assistance.We are currently testing single sign-on for Entra ID and Box.The single sign-on test is successful on Entra ID, but when I try to log in from Box, it fails. I am able to transition to the Entra ID login screen. The message "Invalid login credentials" is displayed. I would like to know the cause of this problem.

I've been invited to a folder and it says I don't have access

Hi everyone, I would like to delete the accounts of a big list of users in our department. I managed to make them inactive via our Entra ID automatic deprovisioning but deletion still seems to be a challenge. Any suggestion on how to bulk delete inactive users? Many thanks!

I have an another 3rd party IdP which needs changing in box to Entra ID. How to change an IDP once it's set up.

Hi,We use a lot of Adobe fonts in our designs. The documents we design require a lot of comments and approvals, which we have always tracked through our Box platform. However, all Adobe fonts look like garbage on Box's PDF viewer. This is making our workflow horribly challenging (as we have to create outlines before exporting to PDFs OR use a different platform for approvals). But we pay for Box company-wide. This is insanely frustrating and a huge time-sucker. Anyone have experience solving this issue?

How do I enable advanced tools in Shuttle so that I can migrate from Citrix ShareFile to Box.com?  I've read plenty of articles in the community about this issue but not finding any actual answers.

Good day Support Team, I could not upload file to the drive because I run out of space but actually it is not. Could you please check and help? Thank you in advance. ck

I cannot logon to Box because 6 digit code from Microsoft Authenticator app is invalid. 

I signed up for business plus account and all I get for support is this silly forum. Is this really it?

My box reports 384.1 MB of 10.0 used even after deleting all files and folders along with emptying the trash. Please fix the issue.

Hello! I have a user on MacOS Catalina, which is the newest OS they can run. They are receiving the error 'cannot access uninitialized variable' when trying to preview documents in Box when the user is using Safari. This error does not pull up when looking at the website on Chrome. We've tried clearing the cookies/cache/history, ensuring Safari is fully up to date, and no plug-ins are enabled (that I can see). Not sure what else to do. The Chrome workaround is okay, but my user would prefer to use Safari.

I am attempting to add an external user to collaborate in a folder and receiving an error that the user is deactivated. Please assist asap!

Hi Box, After removing files from my free account the free storage is showing the incorrect free space please check and fix. thanks Diana

Dear All, I have a business plus account iwth no limit of storage. However, I faced issues with up-loading files for which the total size is 885GB. Can you please, confirm that the size is suitable with the allowed storage and kindly provide assistance to solve the issue? Thank you Cristina

Hi, I am testing a simple python app leveraging oauth 2.0 client credentials grant, described here: https://github.com/box/box-python-sdk/blob/main/docs/usage/authentication.md#client-credentials-grant. auth = CCGAuth( client_id="YOUR_CLIENT_ID", client_secret="YOUR_CLIENT_SECRET", enterprise_id="YOUR_ENETRPRISE_ID" )  client = Client(auth) print(f'Id of the authenticated user is: {client.user().get().id}') The app is configured as 'client credentials grant(server authentication)', scoped to 'app access only'. App is authorized and enabled. Getting error,   boxsdk.exception.BoxAPIException: Message: Grant credentials are invalidStatus: 400Code: invalid_grant  

I keep getting errors when using Box for the last couple of months. At random times I have to logout and log back in and get the below errors when I try and open a folder. I use Chrome browser, I have tested on others and its the same. My iPad application works fine.   

I am trying to organize my folders by name with the following syntax "A-1", "A-2" all the way through "A-99". When get up to "A-10", "A-2" is then listed after "A-10" because of the formatting. I tried to get around this by naming the files "1 - A-1" etc. but this same problem still persists. Please advise asap. 

Some collaborators were added as external users and some were added as Managed Users even when they are from the same domain. How can I move some of the managed users to the external users? How can i prevent some users to be added in managed users? In addition, can I be notified if a managed users is added ? Regards,  Arnaud

First install of Box app on macOS 14.5 (23F79) fails:```➜  ~ /Applications/Box.app/Contents/MacOS/BoxTraceback (most recent call last):  File "/Applications/Box.app/Contents/Resources/__boot__.py", line 144, in <module>    _fixup_pkg_resources()  File "/Applications/Box.app/Contents/Resources/__boot__.py", line 142, in _fixup_pkg_resources    list(map(pkg_resources.working_set.add_entry, sys.path))  File "/Applications/Box.app/Contents/Resources/lib/python3.11/pkg_resources/__init__.py", line 608, in add_entry    for dist in find_distributions(entry, True):  File "/Applications/Box.app/Contents/Resources/__boot__.py", line 126, in find_eggs_in_zip    yield Distribution.from_filename(path_item, metadata=metadata)          ^^^^^^^^^^^^NameError: name 'Distribution' is not defined2024-06-07 17:37:34.050 Box[78323:2982499] Launch error2024-06-07 17:37:34.050 Box[78323:2982499] Launch errorSee the py2app website for debugging launch issues```Please advise.