Support Forum

I am missing 2 crucial folders. They're not showing up online or Box Sync.  HELP!  Ever since I upgraded my account a few days ago I've received several messages saying that files were unable to be synced.  I've never had a problem with Box until now.  I'm regretting the upgrade to my account because nothing was wrong before I did it.  I searched trash on Box and my laptop, along with every folder that's still showing up on Box but still can't find them. 

Hi, I recently purchased a Dell XPS 13 Laptop with Snapdragon CPU and when I tried to install the Box Drive, the 'Windows Restart" messages keep pop up no matter how many times I restarted the laptop. Is Box Drive not supporting Snapdragon CPU? Is there any other way I can install the Box Drive?

Hi! I'm trying to login into my school's box account, but unfortunately my school has linked the reset link to an unknown email that I don't have access to. So, I was wondering if it is possible to change said email to the proper one so I can successfully reset my password? Thanks!

How can I see my storage vs available storage. There is 1 Excel spreadsheet I am trying to update but I keep getting the message some uploads failed, "storage limit exceeded"   Can you help me understand the issue so I can upload the file please?

Only recently did "Box sync" updated to "box drive" in my computer and it has completely taken over my hard drive. Although I only had some selected filed synced with "box sync", with "box drive" all of them have now downloaded to my computer defeating the purpose of having online storage. I shouldn't have to manually select each folder or file to make "only available online" when I have already selected on the website which files I want synced. How is the website and the software not fully integrated in this manner? Will this be resolved? should I just uninstall the software and only work online from now on? It is also impossible to contact someone from support unless you post on this forum. 

Starting last Monday night, Box API get_items() from folders suddenly became consistently slow each call, no matter if there were a lot of files, or a few files within the folders I tested. How can our latency be improved? Also ran a diagnostics report, and it seems to be slower than expected.  ========================================================================= User ID: 29786317376 Current User Time: 1727388992 ========================================================================= PART 1 of 3: Testing ping to different Box hostnames... ------------------------------------------------------------------------- Checking ping to https://app.box.com Pings: 108, 112, 114ms. Minimum ping: 108ms. Maximum ping: 114ms. Average ping: 111ms. ------------------------------------------------------------------------- Checking ping to

 Hi I am getting the following message multiple times a day after restarting my computer. Once I receive the message none of the box files are accessible through the drive, and I have to go to Box.com to access files. Has anyone had this issue and what's the best course of action from here?   "Box Drive is exiting due to an error detected with your proxy. Please ensure your proxy supports secure requests (https) and try again." When I click OK the following message comes up.  "There may be open files that Box Drive cannot detect. To prevent any loss of work, please ensure any open Box files are saved and closed before you quit." Any help would be greatly appreciated. 

I'm trying to share any content of my box account but it seems that the share button has disappeared. What should I do?

Hello, I'm getting so many annoying messages today from Box, this time via Box Drive. "There is not enough space on Box. You need an additional 141GB to copy these files". I don't get how your app works, I just want to upload files to the cloud from desktop, but I have unlimited storage on an Enterprise account. 

Hi:  I upgraded my plan, and mistakenly selected the monthly option instead of the annual fee.  Can you change my billing to an annual option?  Thanks.

Every time I save a file it says I have exceeded storage but we have unlimited storage.  How do I fix this?

Hi Box, Hope you are all doing well today. As per box.com all my files are sync. Same on my notebook all files/folders have a green tick. But under setting gear it shows 248 items and 19 (blocked items); total 267 items have an error update. Snapshots attached. Hit "retry all" but no fix. Same problem. The files that fail to update write: “the original files was deleted on box. Suggestion: make a copy of your file and delete the original”. But the problem as per attached snapshot is that I cannot see the names of these (267 error updating) files in order to go and correct and follow the instructions. So how do we get rid of this error? How do we fix this?  Thank you in advance. Best Rgds, MK

I would like to provide user access based on their AD group membership. How do I set this up? We have autoenrollment enabled and users manually added are able to login through SSO. Hoping we can do this through AD group membership.

My employer is not receiving emails from the box. I am trying to invite and him and he is trying to confirm his account via email, but he is not receiving emails. His email is: <personal information-redacted> Please remove his email from the suppression list. 

I am unable to open two folders for which I am the owner of. When I click on them I get the following error message: "Oops! We can't seem to find the page you're looking for." I also get an error message when I attempt to share it or create a shared link to the folders, "There was a problem while completing your request. Please try again." and "There was an error getting the shared link for this item." Also, I cannot see these folders through Box Drive and when I attempt to view Managed Collaborators, I get the follow error message "The requested page does not exist."

I have two BOX accounts, one personal and the other with my nonprofit organisation. The first one is almost full, so I have to move most of the content to the second one that has more space. Is there a way to do it directly, so without having to download everything from the first account on the PC and then re-upload everything on the second account,  an operation that needs a lot of time? thanks for any useful help!

I have changed my email address of my Box account, but It seems that I created an issue with the email address of my support account.When I went to check the tickets in my support page, I got this pop-up message "You can’t view requests because one of your email addresses has not been verified. Click here to verify your email". When I click to verify me email, I get linked to a page that asks me to change my password but then I get an error message "403 Forbidden". Please fix my support email address to be same as my new associated email with my Box account.

Good afternoon, I'm trying to assist a co-worker with resetting their password but they are not receiving the reset email

Enterprise ID:202868 Domain:qlikpower.com We need to transfer a portion of our Box file structure to an external Sharepoint.  What is the best method to do this? I note the "DocAve Cloud Connect" app available on Box, is this the best method? Thanks in advance, Seán  

The entire organization (full staff) have been experiencing issues with opening documents/files with Box. It's inconsistent and intermittent, but it is ongoing and needs to be resolved. We have already repaired, uninstalled and reinstalled the program. 

I keep getting errors to connecting using the via the Microsoft 365 migration, however I get emails to say that the migration has been connected. I have a basic account please advise if I need to upgrade the account or there is something that is needed to enable this. I have been following the instructions below. https://learn.microsoft.com/en-us/sharepointmigration/mm-box-step1-connect  

Hi, I have followed the steps to transfer the ownership of a folder to a different manager as I have a new role, but when I click on the permissions, the list does not show the "owner" choice. I am the current owner so it should appear. Is there any other way of doing it centrally? thanks 

Hi,    I have deleted and empty the recycle bin and the space on my BOX account is not restored

Good Morning, I am opening a ticket on behalf of Dominique. Her email is <personal information-redacted> Dominique is not able to access box links that are being shared with her. Can we take a look at this issue she could be encountering? 

After upgrading my plan from Personal Pro to Business Plus, I can view folders but not files.This is troubling as all the data is very important.The credit payment has been completed.Please tell me what I need to do to make this happen.