Support Forum

We have not been able to access our folders since May 8th. Please help.  

My personal Box account appears to have been associated with an organization I do not work for and there is no way for me to undo or disassociate it?

There are 3 users in our company and none of have deleted any files or folders. When I clicked on a client folder, all files showed up and then within 5 seconds, they all disappeared. This happened with multiple folders and now our entire main folder with all client files has disappeared as well. When we look in the trash folders, there are no files/folders for us to restore. It’s like everything has just disappeared and we need our client files. It is IMPERATIVE for our business to run. Your support staff hasn’t gotten back to me after the ticket I put in a couple hours ago. This is an emergency.

Hello,  I would like to retrieve a more recent version of a file that was not saved. Is there any way to do that? There is no cache file on the computer, and nothing in the BOX trash. 

Hi,I deleted couple of large folders (about 10 gb), which were moved to trash. When I am trying to delete the folders from trash it is giving me the error “We could not perform this action because the designated folder is locked by another operation.”. It has been almost 1 hour since the folders were deleted to trash. What is the resolution for this? 

Can you let me know how to reset the 2 FA from the account. The Authenticator application is not reachable for me after change the mobile phone. Kindly help to find the solution. I have tried to call box customer care and not getting to communicate with agent and not yet resolved.

My e-mail address for the account which I could not login to is <removed personal information>Since this account has 2 step verification, once I put my e-mail address and password, login code will be sending to the SMS in old phone which I can not access.Please kindly reset the 2 step verification for the account <removed personal information>

I have made a new registry entry to be prompted to lock a file when opening in Box Drive. Per this support page:https://support.box.com/hc/en-us/articles/ [removed by moderator] -Enabling-Enhanced-Lock-Unlock-on-Box-Drive-Windows-Only The behavior is not working. Re-boot makes no difference. Does one need to be a Box Admin for this function to work? I tried a separate registry entry for default Box folder and that does not work either. I am the administrator on my Windows machine, so it is nothing to do with that I do not think.Any suggestions?

I've written apex code that customizes the folder structure on box and of course, in order to deploy it I need to write test methods. Writing standard methods I receive the errors that no root folder is set up so I mocked up data and put the custom settings for the root folder in my test method. However I still get the "Most recent error: Unable to create folder for Salesforce record because the root folder was not found/created." Can someone please help to point into the right direction? Is there maybe a mock version of the toolkit that I should be using in the tests? What is the standard approach here? I have not found any docs. Any help is very much appreciated! (For more details, please have a look here) Many thanks!

see the pic latest uploads contain no nfo no download links support nothing ….   

When i upgrade my plan from invidual to the Starter plan, it has error as above 要求の処理中にエラーが発生しました。お客様のアカウントでさらに認証が必要です。support.box.comでチケットを送信してください。("An error occurred during the request processing. Further authentication is required for your account. Please submit a ticket at support.box.com.")

I am trying to set up a new user, and they aren’t receiving their Box invitation. To reinforce what everyone else is saying, is this really the only place to submit a ticket? Theres no formal process? This is what the “Support page” shows that other Box employees have referred to and references in past posts. No option to submit a ticket, just a link to the forums.  Please open a ticket for this and assist. Thank you.

This just started a couple of weeks ago, and I have reproduced it in a couple of different computers (MacOS and Windows, both in Chrome). When I create a new folder and try to drag and drop a file to it, instead of the file uploading, it immediately acts as if it’s a download, and instead of uploading the file or files, it/they gets copied to my Downloads folder. This doesn’t happen if there’s already a file in that directory. It only happens if the directory I’m trying to upload to is empty. If I select a group of files locally and drag them into an empty folder to upload, every one of them just gets directly copied to my downloads folder as if I were trying to download them. I can upload if I click the “upload” button, but old habits die hard and I’m constantly clearing duplicates out of my downloads because of this bug. I’ve cleared my cache. No luck. Is it just me? What’s up? 

When Box is running, Windows 11 Explorer doesn't refresh icons. I have to constantly press F5 to refresh the desktop and folders. Do you have a solution for this problem? When I shut Box down, the problem disappears.

We have a user that has been unable to access a specific folder within Box Drive. The folder is visible but has not updated for months and shows old files within it.Online access is not a problem and other users are not experiencing the same issue. Any suggestions on how to fix are appreciated. 

Not all PDFs have the issue, but some get flagged as harmful and I’m not sure how to flag them as safe.  When I try to open from inside Adobe Reader, I get the “Access denied” error.Please create a ticket and let users know what can be done to remedy the issue.  Opening tickets for a recurring issue is inefficient if it can be resolved by the user.

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？

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. 

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 detection rule to say if a file is classified as “x” then check if the user has a speci

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. 

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