Support Forum

Hi, I need the Box Sync. Can anyone provide the downloading link? Thanks!

As co-administrator, I deleted a former employee from our account.  During this process, I received a message recommending that I save the files in the deleted account, which I did.  However, rather than adding the former employee files, the former employee files replaced all of the other files.  The other co-administrator still has access to all of the company folders, but I do not.  After contacting BOX and establishing a ticket number 4 days ago, I still have not received a solution to this issue.  Without access to these folders, I am completely shut down at work.In addition, random files have been deleted over the past couple of days.  Although I have no access to these files, they are shown as deleted by me.  I was able to retrieve them from the trash, but something is very wrong.

We have been receiving emails as shown below that includes a phishing links. How can we report this without needing to login? Can we report it via email? 

I use a (free) Box account for work, and have not had issues for about 2.5 years, and then a few days ago I can no longer view/access my project folders and Box is saying that I have to set up 2 factor authentication (2FA). My company said there have been no security updates on their end that require this, and I am the only one on my project team that has had this issue on Box. Everyone else can still access the project folders (and don’t have to use 2FA). Any help?

I cannot edit online while in the box websitesaying refresh to save and it never works cleared cache and everything still not working.

共同管理者の役割は、検証済みドメインに属している必要があります。共同管理者に例外を指定する場合は、Product Supportにリクエストを送信してください。 共同管理者を例外を指定したいです。

I am having some issues with box these days. Mostly box not allowing me to edit my files in desktop using boxtools. Usually, when I restart my computer, close all browsing history, and log back in to box, this problem used to be solved, but now it has locked me out from one of my file. I can only edit in word online but not in desktop. Also with all files (specially word file) while trying to open in desktop, it shows launching application but does not open at all. Will appreciate the help!

For some reason, I cannot access any box folder that I previously was able to last week.  I get one of the following errors:Oops! We can't seem to find the page you're looking for. This shared file or folder link has been removed or is unavailable to you.I can get to my own box folder, but nothing else.  Any ideas as to what is going on with my account? Thanks,Keith

Twice an issue has occurred for me when moving a file through the review queue that all looks great when I open a Word Doc via Microsoft Word for Web, but after accepting a track change edit or deleting a comment that was made, when I move that cleaned up/edited file to a different user’s queue, when they open it, the file appears corrupted - text is missing, sentences are rearranged. 

Whenever I try to make a file available offline I get “offline failed”.  I have uninstalled the app and reinstalled with no changes. This used to work.  It succeeds for PDFs but not text or kbdx files. 

I had filled in several pages of a document online in the box app on my IPad and then moved it offline. All the information was still there when it was moved to offline but after I removed it from offline the document was blank and no longer filled in. How can I get back the previously filled in information/restore?

Where do you turn on Box for Microsoft Office (Desktop) as a autosave location in admin settings?

One of my employees has been having an issue viewing PDF Previews in Box.  We use Box integrated with our CRM Wealthbox.  When my employee is redirected to the Box folder she is trying to view, the preview for the file she wants will not load, and she is receiving the below error message and is prompted to download the file in order to view.  The files she is trying to access are NOT protected as we have uploaded them ourselves,  She has an admin/editor role, and I have had other employees follow the same steps that she does, even those with viewer roles, and they are not having the same issues with the same files.  What is causing this error for her? Is it some sort of permission level in Box, or on the file itself, or is it an issue with the PDF reader?  We cannot determine the cause but need to resolve asap. 

When I upload a PDF it is not showing preview for me and my customers (external from my org).  For example I tested (.txt file) it is working fine, but the PDF is not loading.

I have created multiple Box links for the exact same type of document, in the exact same folder, but suddenly I am getting a “There was an error getting the shared link for this item.” message for any/all of the documents/files I’m trying to create a shared link for. I’ve cleared my cache/history and quit and reopened Chrome, but nothing seems to be working.

Has anyone enabled or using the  box MCP connector directly in the native M365 co-pilot chat without having to call or use the box agent directly?I’d like to be able to search, call files and folders directly in native co-pilot chat with out having to click on the Box agent within co-pilot. 

Please implement the option for users to provide time specific notes on video files. Video communications and branding work are core deliverables within organizations, and especially within the Federal government. This is a feature present within Dropbox, Frame.io, and other sites. As a fedramp solution, this is an important feature that would bring parity to your offering with your current competitors in the marketplace.

When I go to "Save a Copy" of my Word or Excel documents that I opened in Box... there are no options to save as a PDF... just gives a couple of basic options. See the screenshot below. I can go and browse and find the location again and through that method I can get the right options, but just the basic... save a copy... it doesn't exist. This works on my Mac as expected and works if I am using OneDrive... but for some reason I can't get it to work on Windows using Box.  

社内でBOXドライブを使用してファイルを共有している。いままでは共有できていたのに今日、更新、同期されなくなってしまった。特に設定の変更はしていない。どなたか教えてください。

I am trying to get a copy of the Soc 2 Type 2 report for Box on behalf of my client as their security consulting service. I am reading on multiple other requests and support messages that you will need to open a ticket to get this, however, when going to the links provided in these other discussions, I do not get an option to open a Support Request, just to do community. Is anyone able to help me get in contact with Box Support to get this report as it is needed for my client's upcoming audit. 

Hello,  I have a significant number of files for which I keep getting the message,  "We’re sorry, the preview didn’t load. Please re-upload the file or contact Box support." We've attempted to re-upload the files, but to no avail, so I am hoping to contact Box support for assistance.   Many thanks!

Hi everybody,I have seen this query several times, but I can’t see a useable public reply? I set up an account which I didn’t use for a while, and in the meantime, changed my email provider and email address. I no longer have access to the old email address but have all the details of how to access it, and I would like to access the files on the old account. How can I do that?Thanks for any advice,Alan

Hi, a user below could not receive a confirmation email. Could you please check the suppression list?personal information-redacted Thank you, 

My husband and I have the same problem. Billing day is here and we cannot update de payment method. We tried 3 different Visa cards and we receive the same errors. Each of us made a case but there is no resolution yet even though the priority is urgent. What can we do? Please someone help us!