Support Forum

Hi, I'm having issues where I'm not able to edit any live documents in Microsoft Excel Online, and the option to open in Excel Desktop is greyed out. Google sheets is currently not showing up as an option either. This is only occurring within one folder (the other folders are functioning normally and show Excel/ MS Excel Online/ Google Sheets as options for editing). My remote employee is able to access and edit the spreadsheet normally. How do I resolve this? I need to edit this document 

Hello, My coworker set up a shortcut on my desktop to access my Box files in File Explorer.   I recently lost access to Box and now have it back, but the path for it to open in File Explorer is gone.  I tried to created a new shortcut, but it opens up on the Web.  I need help for the shortcut to open back up in File Explorer.  Any help would be appreciated.  Thank You.

Box synch on local client device not showing statusWhen uploading folders in browser, not all subfolders are loadingR-Click on synch and asking to refresh states folder synched but subfolders are not the same as what we see in the browser versionNot sure how long this has been going on. Want to reinstall Box to validate application but not sure if that will delete my local box synch which contains hundreds of files not showing in the browser despite the tools saying folders are refreshed. Can I reinstall without loss of directories on the local device?W11ProSentinal1Box Drive 2.45..187  

I'm having trouble adding users. The platform sates "Email already used in a Box account but not associated with an enterprise." How can I add these users?

HelloI copied all my Stoker passwords into a BoxNote file. I can't paste them. And the original file is now empty.How can I recover a version from before July 3, 2025?Thanks .Bonjour J'ai fait un copier de tous mes mots de passe stoker dans un fichier boxnote. Et pas moyen de les coller. Et le fichier original est maintenant il est vide Comment faire pour récupérer une version d'avant le 3 juillet 2025 

I have had issues of late not being able to correctly load images in indesign that are linked to box. I am then also unable to create a pdf from indesign. I tried to even package my files to my desktop to work remotely but failed too.  I cant afford to have this happen to me on a tight deadline. 

I am admin in one of my client for Box. I generated user detail report, which is generated as user_details_run_on_2025-07-02-13-19-34_Page_1.csv, with following columns, but Last Activity Columns are empty for all the user. Am I missing anything?NameEmailStatusStorage Used (MB)Storage Used By Owned Files (MB)Last Password ChangeLast LoginYearLast Credential EntryLast ActivityUser Type 

Good morning. Somehow while trying different ways to sync my content I ended up with 2 parallel sets of files with almost the same files in them. My intention is to select the one I want to keep, which seems to not be the one being synced now and empty everything else in my files and in the cloud. I would then reupload all those files. Can you please tell me how can I totally empty the content of the cloud and re-point the files to the ones in my system to start from 0? Thanks

I have been using BOX for several years. Since last week I have been unable to upload PPT files. The issue only happens with PPT extension. All other files are uploading normally. Could anyone give me a hint of what to do? Thanks.

The previous project manager is still listed as the Owner of Box Account and I was added as the Co-owner by her (incoming Project Owner). I’m unable to change my status to Owner and delete the previous manager’s name. Please help.

HiThis has started to happen and is causing me a big problem.In Box Drive I can’t rename documents, it just reverts back to the original name.Also, and maybe even more problematic, when I try to open certain files, pdfs, it opens a new window of an msn home page, not the pdf I’m wanting to see. It does not do it to all pdfs. In Box Live though, it lets me rename documents and when I click on the same pdfs, they open fine, so the issue is in box drive I think/or that and my laptop linking with it but this has never happened before. Help would be much appreciated asap please.Thank youEmma

I signed up for a Box Enterprise trial with my primary email. I am getting the helpful tip emails but the confirmation email never arrives. I have tried sending many times, and checked junk and quarantine. I can see from an Exchange message trace that this email is not getting to us.I was able to get around this my doing a password reset and now I can log in. However, for certain setting changes I am bring asked for a 2 step authentication code which is being sent by email, which I am also not receiving. Again no sign of it having arrived at our office tenant, so not spam or junk filtering on our end.As a result, I am unable to get this configured before we add more users.

Hi,  I have just learned that you can’t have two users on computer with box drive.  So I will have to use one via the webbrowser.  As many have said, this is insane that you do not have this functionality.  My question here is the one that I have now in the box drive is the one that I would prefer then to limit to webbrowser access.   How do i go about getting the new user, which is box business, on the box drive? Do I just delete box drive and reinstall with the other user login? 

Dear  Team,I can't open Excel files in the Box folder, I get the following error message and Excel loads for a long time on startup and eventually Excel gets stuck.Excel files on the local disk can be opened normally. I reinstalled the Box client and did a fix for Microsoft 365, but the error again.My computer is Windows 11.Can you please help me to see what the problem is?

Dear Team，I cannot open files in the Box folder using Excel, and the following error message appears. And it takes a long time for Excel to read the file, and finally Excel will get stuck.I tried to reinstall Box and repair Microsoft 365, but the same error message still appears.

Good morning, I'm having an issue with autosaving files to Box. I can view and open files from Box Drive in MS Word on my desktop just fine. But when I do this, the Autosave option is disabled by default. When I try to enable it, I get a dialog box saying "How do I turn on Autosave? Just upload the file. We'll save your changes as they happen." However, there's no option to save the file back to Box - the only option is OneDrive, but I don't want to create a duplicate in OneDrive. I want to open the file from Box and have the edits I make save back to the original Box file, because it's in a shared folder that my collaborators can view. I've already installed the Box for Office integration as described in this thread: https://support.box.com/hc/en-us/community/posts/11167903415315-automatic-save-from-MS-word-to-Box. It hasn't made any difference. Does anyone know what I need to do to get these apps to truly integrate?

Hi, it is sudden that my box drive disappeared from my desktop, and is also not getting uninstalled from appwiz.cpl, i have downloaded the new version of box drive and tried to reinstall but that also doesnt proceed please help here.

I cannot change my email in my account. It keeps throwing up an error.  There was a problem updating your primary email. I cannot update primary.

I hope this is the right place to post this…I’m trying to change the primary address on an existing account but think I requested verification before the new email was properly set up on Microsoft with result that mail couldn’t be delivered. I’ve been able to set up an alternative address with no problem which bears this out.I followed instructions to remove the address from the Suppression List, but when I do a search the new address isn’t appearing there, so I don’t really know where to go.Can you help at all? Do you need further details about the new address etc.? Many thanks, Nick

The confirmation email has expired, so I would like it to be resent.

Box Support Team, A user can sign in to Box but encounters a "Page Not Found" error when trying to access a shared Box folder.The user is set as an Editor in the collaborators list, so the folder should be shared.We've tried the following troubleshooting steps without success: Resetting password and signing in again Clearing cache and signing in again Removing and re-granting Box permissions Signing in from a different PC We need help resolving this issue so the user can view the Box folder. thank you

Can I run a folder and file report as an editor? And wher to find step by step explanation as the one below does not help? https://support.box.com/hc/en-us/articles/4415104536339-Folders-and-Files-Report 

One of our users stopped getting email notifications 

I need to migrate data from One Drive to Box.  I have read that I need to use Shuttle, but I cannot seem to find that on my admin console.  I am using a free Business trial.  Do I have to move to a subscription to use Shuttle or am I missing something??

I am helping a person get set up on BOX, but the confirmation email was never received or in SPAM/JUNK.  I hit "resend confirmation" several times, but still no confirmation email.  I did confirm that the email address is receiving other emails. Not sure what to do next.