Support Forum

Hi all,I have created Box File Request to receiving bidding submission by enable metadata to get some value to create folder and processing the files/folders. We already created one workflow and it worked well. However, if we have more than one bidding happen at the same time, we need to duplicate the workflow and change the folder where we want to receive the files. Is there anyways to help in easy manage the task?  Thanks,PS

Across my team, Windows explorer keeps hanging when using box (box drive v2.51.234) during file copy, acces, or even a simple up-level operation. We are using win11 pro with current updates and also have onedrive installed. All I get from event viewer is an Application hang event for windows explorer.

Hello, I’m having trouble accessing my account so I’m posting from an alternate account but every time I try to log in, it takes me to an SSO page that’s not associated with my account and then doesn’t let me in and says my credentials are incorrect even though they are. Can someone please help me look into this?

Account Type: Business PlusAccount ID [removed by moderator] Storage Used10.6 TBNow, I’d like to download all the data from BOX to my local computer. How do I do that?Also, I want to check the size of a folder, but I haven't been able to find a way to view the folder size in the BOX web interface.I have BOX DRIVE installed on my computer right now.However, there are two issues:1、The download speed is quite slow.2、For the same folder, the size reported before each download is different, and the differences are quite significant. I urgently need to save the data to my local computer right now. Please help me resolve this issue. Thank you.

I can no longer use Box Drive since the new version. Now each time I open an Excel or word file from Windows explorer it looks to me that it's not using the file stored in cache but it actually downloads a new copy of the file from the Web (on the file address location on the Excel ribbon instead of c:\... it now shows https:\\api..) what it does it blocks my macros from functioning properly, it takes forever to open and save a file, etc. How can I turn this of? Thanks

I open an excel doc on Box in web/online version, the doc opens new browser tab, opens for a split second then goes blank. Tried clearing cache, logging out then back in - neither worked.Only thing that works is incognito mode which suggests cache issue but not sure why it’s happening. Also, it happens randomly - will just suddenly go blank and I have to use incognito mode for a few days.TIA!

同僚がBOXからの確認メールを受け取れない状態です。外部の会社から招待メールを受け取り、情報を入力し、「アカウントを作成しました。確認メールを送ります」の画面になりましたが、確認メールが届きません。その後、管理者に相談し一度コラボレータから削除してからの再招待をしてもらいましたが、そのメールも来なくなりました。メールの受信設定も見直しましたが、問題はありませんでした。何か対処方法がありますか？ A colleague is unable to receive the confirmation email from BOX.They received an invitation email from an external company, entered their information,and saw the screen that said, “Your account has been created. A confirmation email will be sent,”but the confirmation email never arrived.They then consulted the administrator, who removed them from the list of collaborators and re-invited them, but that email didn’t arrive either.We also checked their email settings, but found no issues.Is there anything we can do to resolve this?Translated with DeepL.com (free version)

Hi all,I onboard medical providers. I would love for them to be able to onboard themselves by following a Box Note “homepage.” Meaning I would like for them to click a link to upload all their docs to the correct backend folder, which I think I have figured out. But I can’t figure out how to have them complete a fillable doc in Box and have it auto save to the correct folder, without me having to manually send to them. Is this possible? It looks like ready sign links cannot be directed to save in a particular provider’s folder? Any help appreciated. Trying to avoid having to show how to download, fill, and reupload.Thank you!

I'd like to request an improvement to how comments and highlights are handled when a new version of a file is uploaded.Currently, if I highlight text and add comments in Box, then upload a new version of the document, the association between the comments and the highlighted text is lost.What surprised me even more is that this association also appears to be lost when viewing the previous version of the file. I had expected that, at a minimum, the original version would preserve the original highlights and comment locations.For document review workflows, it would be much more useful if: Previous versions always preserved the original highlight-to-comment associations. If possible, Box could also attempt to carry comments forward to the corresponding location in newer versions when the document has only changed slightly. This would make version-based document reviews much easier and help maintain review history.Is anyone else experiencing the same issue? I hope the Box team will consid

With the 7/26/26 update, our internal and external partners are unable to tag users in the new comment box. The tag box is just stuck and unclickable. This is interrupting our business. Please fix. Thank you!   

The rest of the message reads: “We were unable to send your logs to Box… If you do not have an open support case with Box, please create one here... A compressed copy of your logs can be found here.”

Uploading .pst file ( offline storage file ) from local system to takes very long time , even if the size is like 2GB , it takes around 5-6hrs for uploading. If any solution please let me know to resolve this. If upload speed cab be increased , please share the steps for the same.

Hi Box TeamNeed clarification on following topics:What is the maximum folder nesting limit supported in Box GxP What is the maximum file size that can be uploaded at a time by a user account Which file formats are currently supported in Box GxP? Specifically, can you confirm whether the following formats are supported: DOCX, XLSX, PUB, PPTX, ACCDB/E, VSDX, Power BI extensions, PNG, TIF, HEIC, AI, GIF, JPG, PDS, BMP, SVG, WEBP, AVIF, CI/CD, CSV, GIT, JSON, PDF/A, TXT, PDF, RTF, XML, XPT Thank you

I am unable to view or download files from the folders I have access to. When I open a file, an error message states “This preview didn’t load because the document may be protected. Please try to open or download the file to view.” When I try to open the file in my browser with Acrobat, I get an error message: “File preview not available, please reload to try again.” Additionally, when I click the Download button, nothing happens. I’ve confirmed with one of the folder owners that I have access, I get the same results in both Chrome and Edge browsers, and I am not the only one on my team facing this issue. How can I fix my ability to open/download these files? Thank you.

Newly created user has not received any Box invite emails. Already tried resending, deleting old invite/send new invite and generated message trace through M365 and see no logs from [removed by moderator] multiple times. No firewall or security settings are in place to block Box access either as this is the only user with the issue. Need resolved asap.

Hi,I’ve attempted to set up the required authenticator app for 2FA, the QR scanned and opened in my MS Auth app, but the code that I’m provided keeps returning “invalid code” in the Box environment and I’m unable to complete the setup.  I’ve attempted using a different browser, but I have to use the Microsoft Authenticator. Please provide any possible guidance on how to move forward.  Thanks!

When changing a user's email I get the "invalid email" error. Also, there is no way to make a support ticket anymore. 

Hey Team,While my local Box storage occupies <40GB, Box online reports >51GB with same number of files.  Can you please help me understand or fix this issue?Thanks in advance!P.S.: I posted the same issue (old post) a week ago on Support forum and was told that the situation should be automatically fixed in 24 hours.  It has been five days since then but the situation has not be fixed.  Also, adding more comment to the old post does not seem to get the support team's attention.  Hence, I am reposting the issue here.

User created a free account with their work email and deleted it, tried to invite them to our enterprise account, it won't let us. Same as the previous post User cannot be added to your enterprise – Box Support.  Is this something that needs to be resolved individually by Support?

Is Chat feature not working 

I have a box which I created and uploaded 5 files to a few months ago.Now I just want to add one more pdf file--but I can’t figure out how !!!!!Either I am stupid (definitely a possibility), or there is something wrong.I can see the contents of my box, with all 5 file names.But there is NO option anywhere on the screen to add or upload anything new.What is wrong here? There is no icon, no link, NOTHING AT ALL ANYWHERE ON THE PAGE with ANY option to add a file!!.

I need Box Product Support help, but I cannot find any working way to submit a support ticket from my account.Problem: I am signed into the same Box email address on two devices. One device shows all of my Box documents correctly. The second device shows none of my documents.I have already tried the following:Confirmed the same Box email address on both devices. Logged out and back into Box on the second device. Restarted the second device. Checked for Box app updates. Tried the recommended troubleshooting steps, but the issue remains.Please open a support ticket for me or tell me the exact working path to submit one. This appears to be a Box app/device-specific file visibility issue, because the same account works correctly on another device.

A shared internal company BOX was recently disappeared and I am trying to find out the issue or have it recovered.