Support Forum

Is anyone here unable to copy text in PDF files after clicking and using the ‘zoom in/out’ or ‘toggle thumbnail’ feature? After refreshing the page (F5), I can copy the text again, but I work with a large number of files, so having to refresh every single file is very time-consuming. I’ve been experiencing this issue since the beginning of this week, while everything was working normally in previous weeks.

BOXファイルを間違って移動してしまって、元に戻すで戻したがファイルの中身がすべて無くなった状態になってしまった。復旧方法はありますか？

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.

Hi,  I have two seats available under my plan, and am trying to add two colleagues to these seats. However, when I add them, I am only given the option to purchase two additional seats. I don’t need to purchase more seats, just assign users to empty ones. How can this be resolved without unnecessary extra charges to my account?

Hi, I deleted my folder by my mistake on December 19 or 20; however, I cannot restore my folder in my Trash folder. Could you restore the whole folder I deleted? This is really really important file to me. It is my graduation thesis. I really need it. Please help me. 

Please cancel my subscription

I was sold Box and my account rep has since went MIA. I got a company expecting to go live and have a few issues I really need help resolving.  Finder options not working Assistance with Restricted Data detection and access policy Main domain change from inertiaenterprises to inertia  My understanding is Finder on a MacBook should be able to provide options to create new documents directly within Finder. I have found the toggle within settings to enable Finder Extension.. but it disables itself automatically. I have no idea how to troubleshoot further.  I want to restrict access to specifically classified files, the best I can make happen using shield is a detection rule which kicks the user from the system.. there has to be a better way. Either, dont show the files if you dont meet the access criteria, or prevent it from opening, something? For context, I have classification labels and I am using a detectio

Hi,I recently had problems with the transition from Box Sync to Box Drive, this meant that 514 files were not synced in the cloud.when Box Drive updated and uninstalled Box Sync, those files were added to an ‘Archived - Box Sync’ folder and therefore not synced.not that I have moved that folder into the synced folder I have duplicate folders and files.  I want to merge them but how do i do this while deleting the oldest duplicate version? Thank in advance for nay help

I am trying to open up a large pdf document on my iPad. Recently attempting to open this document results in the app becoming frozen. It starts to open it and then locks up and you cannot make any selections nor ‘x’ out of the document. When you restart the app it goes automatically to the last attempted open document and gets frozen again. The only way out of this seems to be removing the document from Box on another device. However when I put the document back in and try to open on iPad the same thing happens. Others in my organization are having this issue as well. It does NOT happen on laptop/macbook- only on ipad and iphone. 

Please cancel whatever I signed up for (I’m crying)  

It appears that a user somehow deleted files exactly one month ago. I do not see any of those files in our Trash, and I am concerned that they may already be permanently deleted. How do I restore these ASAP? Please help! Thank you!

Im no longer unable to share links as of today, that makes box 0 useful  Fix it !!

I had 2-factor authentication enabled and chose to be sent a text message with a code to allow access. Recently, I have not been sent a text or prompted to enter a code. I attempted to disable 2FA and reenable it with a new authentication method. Even after doing this, I was not provided with a prompt for a code to log on 

One of our customers doesn’t have access anymore to the project nor can she reset her password for two days. She doesn’t receive the emails. Can anyone check on the ticket I send?Case: #3567626 Thanks in advance

## Environment- **macOS**: Apple Silicon (M-series)- **Workflow**: MATLAB accessing (FieldTrip) functions stored in Box Drive (cloud-only / streaming mode)---## ProblemAfter restart, Box Drive causes `fileproviderd` to use high amount of CPU (100%) that makes **all Finder file operations hang indefinitely** — including copy/paste, and any application (e.g. MATLAB) that reads files stored in Box Drive.---## My guess `streem` (Box's internal sync engine) launching with `--folder-prefetch-depth 1`, might cause it to enumerate all folders at startup, which might flood `fileproviderd` with dozens of enumerator requests per second. ## Terminal Diagnostics(base) ***@mac ~ % log stream --predicate 'process == "fileproviderd" AND eventMessage CONTAINS "box"' --level defaultFiltering the log data using "process == "fileproviderd" AND composedMessage CONTAINS "box""Timestamp Thread Type Activity PID

Hello,It has been a few years since Windows 11 is widely used, but since at least 3 years that I am using box.com for work on my Windows 11 laptop, every time I need to do anything box related with file that I have on box, via Windows File explorer and Box.com integration, I always need to right click a file once to see normal (modern? I guess) context menu of a file, and then click “Show more options” to see “old skool” context menu, and Box.com shortcuts are only available there. I’ve experienced many apps that embraced the change, and made their app’s shortcuts also available in the “modern” context menu of a file in Windows Explorer (take NanaZip for example). But Box.com didn’t. Box.com shortucts remain available only from old style context menu, which requires an extra step from a user to get access to them.

I am trying to link a different email address so that I can make it the primary. However, I get an error message saying there was an error wile trying to add [removed by moderator] to your account. It doesn't matter what email address I try to use, it gives the same error.

Hi team,My work group is on an Enterprise plan but several members are receiving “Account storage limit reached” error messages when trying to upload files. Any ideas how to fix this? 

We are currently unable to access our folders in Box.com today. When opening Box, the page loads but displays the message: “Oops! We can’t seem to find the page you’re looking for.”The issue appears to affect folder access, and the Collections section also shows “Failed to load Collections.” We are unable to proceed with accessing the required files and folders for our work.Kindly check if there is an ongoing Box.com service issue or account/folder access problem. it was working earlier about 7:30pm EST. but now when im validating through the shared link, im getting this error. 

The last update has caused no end of troubles for us.  When we click on the Name to organize A-Z or Z-A it only works part of the time.  When we try to copy a group of folders from one file to another, half the docuements don’t get moved.  Is anyone else having the same issues?Why move the back button?

Hi, I have 3 folders that I am an “editor” on. The “owner” of each of these 3 folders has since left our firm and no longer has access to the email address associated with his box account so he is unable to login to his box.com account and give me “owner” access. Additionally, my box account is not associated with a company/admin account, so there’s no one internally at our company who can help with this. How can I get myself as the “owner” of these client folders?

BOXのアプリをインストールして、エクスプローラーでBOX内のフォルダを開いてデスクトップからデータをドラッグ＆ドロップでアップロードするとデスクトップの元データが消えて移動になってしまいます。本当はデスクトップとBOXとでそれぞれ同じデータが残るようにコピーとしてアップロードしたいのですができません。どこの設定を変更したらいいのでしょうか？教えてください。 動作環境はWindows11です。

Hello, Our company is undergoing an industry accreditation audit that requires our files be backed up in more than one place. We currently use Box as our only file storage.  What is the best way to automatically back up our Box data on a schedule to another cloud provider (currently looking at Azure Blob storage but would consider an AWS option). In my search thus far, I don't see much information regarding getting information OUT of box for this purpose. Can someone help with ideas? Thanks in advance.

I’m having a problem with Box Hubs where if I make the hub public and create a shared link, non-logged in users only see a default placeholder instead of the image thumbnail for any images added to the hub.This doesn’t make a lot of sense, since they’re still able to download the full sized image and see the full preview if they click on it. So why restrict the thumbnails, which are kind of a crucial aspect of sharing a content portal to non-users?Logged in users do see the thumbnails, but I need everyone to see them.

Hi, I just installed Box Drive Version 2.51.233 on MacOS and would like to know why the folders I select as "not to sync" on the web (app.box.com) are grayed out in Finder? The same applies if I operate directly from the file/folder context menu or from the app's Preferences. Thanks in advance.Fabrizio.