Support Forum

I have a user that is having an issue when she uses the Move/Copy function, the folder she searches for doesn't show up and instead has to navigate there manually.  I tested it with my BOX account and get the same results, however, others it's not the same for every user.  Some users dont get the issue, some do.  Need some help getting this search function working.  

Is there a way to disable users from having the ability to reset their own password?  We would like only admins to be able to reset user passwords.  Is this possible?

I uploaded pictures to Box app on iPhone. Create date of some pictures was changed to upload date. Currently some pictures have Create date = Change date Does anyone know why this issue occurs ?

Hello,I bought the Account Type Business for one year and now I have to realize that my storage is limited to 1TB. Why is that? According to the pricing plan, I have unlimited storage space. The Enterprise account has several users who share folders. All users have no storage limit in the user settings. Only the Billing Storage unit is limited to 1TB.  

I had a file shared with me by Cisco. Here is how I wasted my time on this sad little product: 1. I had an account but was told pwd expired. Requested pwd update but never got an email. 2. I logged in using Google but for some reason I cannot see the file because Cisco requires strong pwds (which I already have but who cares). So I try to change the password through the options related to the notification. Not working. I went into my account settings and try to change pwd and got a "there was a problem" notification. 3. Looked through the knowledge base. To every question the answer is: "Welcome to the box community (welcome to join but you will never leave) I opened a ticket for you. No visibility into resolution. I wasted so much time on this absolutely idiotic product that I now feel committed, I want to see a ticket opened for my request that will take me to some other circle of hell. This is not a minor failure here and there, this is an epic product disaster. Got my popcorn.

The new user is <personal information redacted>   The confirmation e-mail is not being received and it is not quarantine. My e-mail address is <personal information redacted> how can we have him removed please?  

I have this error when trying to set up OKTA SSO and I can't find the way to open a ticket to Box support. 

I have realised that the files I have put into the Box folder on my Macbook Air over the past 4 months haven't syncronised with the web app of Box and when I try to open the Box-app itself, I am faced with a window saying "There seems to be a problem with this app" and advising me to contact support. In the meantime, I have tried to see if I can update the app somehow, but when downloading Box Drive, it says Box is already running on my computer and that I need to close it to proceed with the install. How can I stop the app? It's not visible in the 'Force Quit'-window. And more importantly, how do I make sure that my files on my computer are syncronised with the web-app for my colleagues? Thank you in advance!

Whenever I open the application on my device, it takes me to go login online. After I login online, the application loads and then it shows an error. Does anyone know what the issue can be?

I have deleted all of the files in the account & trash, but the storage is not zero. And unable to upload the new files. Request to do the needful.

A few of the members of my org, including me, can't see our current or complete tasks in the area accessed by clicking on the clipboard icon.

Hello, We have had our Domain names locked with 2Factor. None of the backup codes work. This is domain wide. I had to create an alias to post to this forum. Is there a way to talk to a Support Team to assist us in at the very least Deleting the accounts that were created for our domain?

I have a file in my Box app,that cannot be deleted.I have no idea where it came from.I just want to get rid of it.

We have a new user, brought in via sync to AzureAD. They did not receive a Welcome Email.   When attempting to login to BOX, we can only get to the 'verify your account' page but no email is ever sent. Please have support reach out for the specific user account details.

Dear Box team, I would like to open a support ticket please. I have multiple items in the trash bin that I haven't moved there. When I try to restore them, I get the message: "There was a problem restoring all items in the trash. Please try again or refresh the page."No matter what browser I use (Brave, Edge), if I refresh the page, log out and then into the account, the message is the same. Please help. Best, Alex

I have a user who had a name change. Now this user has 2 BOX accounts, both under the new name but obviously different Account IDs. One account has 30GB of data while the other is 0. When they login, the account ID they reach has 0 data, so they are complaining that their files were lost. How do I force her login to the account that has the data?

Hello there!I've recently had full Admin of my company's BOX instance transferred over to myself. I got questioned by our IT Sec. Team on whether it's possible to have a service account tied to the Admin rather than an individual account. Thanks in advance for your help!

I've seen this on other forums, but apparently this needs to be resolved by tech support.  I signed up through Google, so do not have a password that is registering.  I need to update my password to gain access to shared data with high security requirements.  Please tell me how to reset my password?

Hi Team   I am trying to upgrade the box.com package to 4.47.1 in salesforce, but getting the below error, can you please help me on this   Your request to install package "Box for Salesforce 4.47" was unsuccessful. None of the data or setup information in your salesforce.com organization was affected. Problem:1. (FRUP__c.Record_ID_Indexed__c) No clean data columns available for custom fields.No clean data columns available for custom fields.   Thanks & Regards Kirankumar

I have a link to a box folder that has 1TB or so of files on it.  I would like to download all the files, but downloading with the browser does not seem to be the ideal way.I created a free box account and also downloaded box drive.  What will the owner of the folder need to do to allow me download all files through a third-party app like Filezilla Pro or Box Drive? 

Hi I want to use Box sign to get documents signed. There are two documents, one of which needs just internal approval and one which needs both internal and external approval. I want the internal signatory to see both documents and the external signatories only to see one document. Is there a way I can do this in Box sign? Thanks

We have received an email with an invitation to open sent to our general office email from Laura Wangner.  We cannot open this invitation unless it is directed to the individual that requested it.  In this case, either  Please advise as to how I can have this forwarded to the correct person.  Thank you.

Hello, Support team at box. We have encountered troubles regarding folder moved to undesignated location more than a couple of times in these months. We are using box drive with mainly on windows 10 pro and 11 pro PCs in Japanese configuration. As far as we look on FAQ on your support pages, exceeding 260 characters (130 2byte characters) on name of file pass and also improper characters for naming, such as extended Unicode, we are now considering review on naming rules for all of our box drive users. Every time when we have those troubles, we need to ask admin to search folders to recover under a state of panic. Please investigate the cause and let us know how to prevent them, thank you.

We are excited to announce that we are running two live admin roundtables and one developer roundtable for thirty minutes each, with breakout sessions, at the end of Box Content Cloud Summit. Sign up here Box Solutions for your Industry - Join breakout sessions with Box industry leaders, and unlock solutions alongside your peers. Hear from customers across public sector, financial services, creative industries and life sciences. Empower your users - Box employees share how they power their line of business (HR, finance, marketing, IT, and more) with the Content Cloud. Developer Roundtable: Box AI API and Salesforce - In this interactive session, Fundwell by Riverpoint Capital will share how Box AI streamlines application processing with Box for Salesforce, saving hours of manual work. Register here now to secure your spot

Hi! A client shared two folders with me, and to access Box is requiring me to update my password, however, I created my account with Google and do not have a password. Unable to change password.  I came across an article regarding password changes but a case needs to be raised. i assume that due to my free account i dont have that option.   Could you please assist?