Support Forum

There is a difference in the behavior of tags and descriptions when moving a folder and copying a folder.Moving a folder: File tags are preserved, and file descriptions are also preserved.Copying a folder: File tags are not preserved, but file descriptions are preserved.Is this difference in behavior by design, or a bug?Please let me know if you know a URL where this information is posted.

新帳號在帳號設定裡面要建立密碼一直出現錯誤，下載的盒子同步也無法登入，重新設定密碼也無法建立帳號設定裡面的建立密碼

Hi, I'm trying to add an email address to my account, but I get the following error message every time: "There was an error while trying to add xx@xxxxxx.com to your account." This is a company account. Could that be the problem? How do I fix this?

I've developed a script that uses the boxr library (in R - https://r-box.github.io/boxr/) to enumerate all the files on Box that have been shared with me.  This totals several hundred thousand files, and the script needs to run for about 36-48 hours.  I've run this script several times, roughly quarterly, over the past year.  The last successful run was in September.  I"m running this script in R-studio on Windows 10. In the last few weeks, the script has repeatedly stopped after a number of hours.  During the time the script is running, the boxr library gives me a message about renewing an expired OAuth token. Has anything changed about the expiration or renewal of OAuth tokens within the last couple of months, that would explain why this script that used to work no longer does so? Thanks!

I accidentally deleted multiple files and am trying to restore them to their exact previous locations. However, I'm unable to restore one particular folder(error: "We could not perform this action because the designated folder is locked by another operation."), which is preventing me from using the "Restore All" function. I urgently need assistance on how to resolve this issue, as it is time-sensitive.

Keep getting a "Box hit an unexpected problem. Unfortunately this means you will have to manually upgrade to a newer release once this issue is resolved. Please report this issue to the box user services team. I already tried to remove an re install with no help  

Hello, I am new to Box and I am trying to add a managed user, keep getting this error message: "Email already used in a box account but not associated with an enterprise". The person states they may where sent a link from another entity box account to view a folder. How do I get this person access to our box account? 

Hi,  We are using Box for file sharing purposes and the folders went missing, I am also unable to locate them in the deleted folder too. Can you please help?

Hello, I need help figuring out how to get statistics on the number of API requests my Box App has made each month. Specifically, I'm looking for: The total number of API requests made by my app each month. Any tips or tools to analyze our API usage trends. Thanks!

Hi, Next renovation is in 30 days but i have not received any advise for payment or the invoice.  I added two emails to receive notifications but i have not received anything from box. Could you help us to activate the notifications and how to proceed to pay the renovation please? Thank you,

I no longer have access to the MFA record for my account. How can I reset this? 

Drive リリース 2.41.224 よりファイル ダウンロード 復活!!

Sorry but this is driving me nuts. I spent an hour with no way forward.  I signed into Box and got an email with the 6 digit code. When I get in, it wants me to setup the folder. I dont want to use the authenticator app, because I work in a secure site, so I rather get an email. I select "Back", it gives me a choice mobile phone, or email. When I click on "continue" for email it states "The email you selected in invalid" when I select SMS msg and enter the 10 digit (3 area code+7 digit mobile phone), it states the phone number is invalid?? I tried a number of times and it's not a user error or a computer error. I tried from 2 different computers and one mobile phone with the same error.  Can anyone help??????

Over the last handful of days, Box Tools has stopped opening files consistently. Certain files simply won't open with Box Tools, while others open without issue. For those affected files, our group has to download the file, edit it locally, then re-upload it, which is causing some issues since not everyone is consistent with the re-upload step. Is there any known issues currently with Box Tools/Box Edit that might be causing this? Thanks.

I am needing to recover files from the hidden local cache folder from a corrupt hard drive. I have copied the Box folder in the user appdata/local folder to another computer, but not able to access these documents.

Says i have 100.4GB in box folder but only 57GB showing on any of my devices. Help!

Hi! My boss has multiple user accounts with 150GB and currently using 43GB. She accidentally had me as a Staff member linked as a Normal user, but she wished to add me as a Managed user so I could use her storage. She attempted to do so, yet I am still restricted by only getting a 10GB storage user limitation. 

Hi, I've updated to Indesign 20.0 and now get the message 'This preview didn’t load. Please try to open or download the file to view' when trying to preview on Box. Before updating I was able to preview Indesign files.If I save back to a .idml version it is fine again.Does anyone know of a fix for this?

I recently hit my storage cap, however even after deleting a ton of items the number hasn't changed at all and is still capped. 

I have had issues for a few months now with Box automatically creating new copies of files saving my last edits of the file. This happens even when I have already closed the files, it would create duplicated files if someone else makes edits on the same files after me. I can't contact Box support to resolve this issue either. Does anyone have the same problem or know how to contact support? 

Hello, Since a few weeks ago with Box Drive version 2.40.333 for Windows, after I click and enter my Box credentials in the browser, Box Drive does not finish logging in, Box Drive always shows the window I attached. I have deleted preferences from the windows registry and the folder in appdata but it doesn't solve the problem. Is there any solution? Thanks

I regularly use my MacBook where my docs are mostly on Box. A few days ago I bought and iMac, which I synced with all my acconuts. Entire files and folders from box have now disappeared.It looks like Box had not synced many files and now, in the iMac, overwrote everyting. Can anybody tell me what to do?Thanks, andrea.

Small company and have used Box for many years. Always forget how to add new users and get the apps (Excel, Word, Adobe) instillaed for new users.

Hello,We are using Box to integrate file retrieval for clients. When searching for these files we are only provided with a folder name. We are using the api.box.com/2.0/folders/ endpoint passing in the parent folder Id. We are iterating over several pages to find the target folder name. When deployed to a production environment, we are noticing that we are unable to find the Folder through API. When testing locally we find the folder every time.We are investigating why this could happen and were hoping to get some insight from Box Support to see how things are moving on your end. Thank you 

It seems that the Box Desktop app does not work on Snarpdragon ARM-based Windows PC's. I can understand that there may have been a problem years ago. But this is 2024 and ARM-based PC's are becoming mainstream.SO GET IT FIXED, OK?