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Support Forum

Your go-to space to ask questions, share concerns, and get help with any support-related issues.

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bookwormNew Participant
asked in Support Forum
Android App keeps getting logged off

Hello,I am trying to use Box with my android phone. I installed the app, and logged in normally. However, when I close the app and re-open the app, I have to log in using username and password again. I have to repeat this process all the time.Is there a way to fix this? This issue seems to defeat the purpose of having the box app on my mobile device.

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community-managerKnown Participant
asked in Support Forum
Mac - The installation failed

I’m unable to install Box on my Mac; seems like several Mac users were having the same issue for months. What is the Operating System running on your machine? OS X El Capitan Version 10.11.6   Would you be able to provide me the screenshot of the error message? Find below. May you please check if Box Drive is actually installed? Is it not. Thanks in advance! 

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community-managerKnown Participant
asked in Support Forum
File transfer fail

I was invited to share a file but the redirection failed with the message “redirection failed this file does not exist”. I’ve never had this issue before. Any suggestions?

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cedmanNew Participant
asked in Support Forum
Trouble connecting Box to NetSuite

Multiple users in our organization are having these issues: It appears your Netsuite account is not linked to your Box instance. Would you like to associate your Netsuite account with your Box account? This process will transfer your Box User ID to Netsuite.  Clicked Ok and There was an issue with the Box SuiteApp. Please refresh and try again. If the problem persists contact your NetSuite Administrator.I am our NetSuite administrator and have tried all the troubleshooting I can find in these forums. Nothing is working! How do I create a help ticket to speak with someone directly? 

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SerialforeignerNew Participant
asked in Support Forum
Account Upgrades and collaborators

I am using Box to collaborate on video editing for a charity. They send me videos, I edit the videos and send them back. I have a paid account (personal) so that I can upload larger files.I’ve set up two folders and invited the charity to them with Editor permissions. I want them to be able to drop their raw video into one of the folders for me to download, and then vice-versa in the other folder. I assumed that the 5GB file limit from my account plan would apply to all uploads to the folders but they are telling me that they have a 250MB file limit.is there a way to set this up without needing two paid plans?

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ChristyMNew Participant
posted in Support Forum
Desktop Box App

I set up a Box Account recently (using my gmail login for my company) and have been able to log in online with no problems. But on the desktop app, I get stuck in a login loop.I select login on Box Drive screen, Google Chrome opens I authenticate through Google, and I am taken back to the Box Drive screen with no change.I've tried to:- Uninstall/reinstall Box Drive- Use the Box Reset Tool  Could I get a screen share to see what is going on?

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JeremyNew Participant
asked in Support Forum
Co-Owner permission won't stick

I have a folder with different credentialed owner. I set myself, an Admin, as co-owner in online Admin > Content I can briefly use Box Drive on MacOS to move, delete, rename files, but eventually things stop working. Renames don’t take, files that are moved are pulled back to their original location, etc.I go back online to Admin > Content and see my permission on the folder has reverted to Viewer Uploaded. I switch back to Co-Owner and can work for a few more minutes, Until it reverts again.Unsustainable workflow! Please advise.

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community-managerKnown Participant
asked in Support Forum
Storage almost full when in fact it's almost empty

Hello, I have a Box Individual Free Plan. My storage is almost empty (2.6 gb used) but it says that I use 34.8 gb. (I emptied the trash few days ago but it didn't change anything) Can you help? Thank you  

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community-managerKnown Participant
asked in Support Forum
No HELP

There is no help whatsoever here if you need a refund or need to downgrade. It is awful.

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community-managerKnown Participant
asked in Support Forum
Files disappeared

Hello,I noticed a folder with several files had disappeared from Box. The files are not in the trash and don't show up in search. The previous admin of the area has left the company recently, and she set me as the new admin. However, I didn't receive any notification about the change of my status, and today I noticed I can't see these files. They are a few Excel files with important data. Can I please regain them somehow?Many thanks, Lina

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community-managerKnown Participant
asked in Support Forum
Hi team, I cannot access a file in box folder that was shared with me.

Hi team, I cannot access a file in box folder that was shared with me. the owner of the file has left IBM last week. So the account might have got de-activated. Could you help here to access this file as we need it weekly for reporting. https://ibm.ent.box.com/file/1244820938544?v=PLG-GA-reportsfile name - PLG - GA reports.xlsx Last week I had worked on it. Today I noticed, I could not find this file, as the owner of the file has left IBM last Friday. Thanks Dhanaraj  

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community-managerKnown Participant
asked in Support Forum
Storage Limite Reached

Same issue as Darren. Box says storage limit reached even though I deleted a gig of content off of our box.  Can you rectify?  Thanks! Benjamin

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community-managerKnown Participant
asked in Support Forum
Template Access

My template preview will not load and I cannot access this morning.  Any ideas?

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community-managerKnown Participant
asked in Support Forum
Password change for SSO signin

Hello, I signed up via my campus SSO (linked to gmail) and when I try to change my password (I currently have no password) I'm not able because I have no current password. The party that invited me has a strong password requirement. Please advise how to resolve this.

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community-managerKnown Participant
asked in Support Forum
Storage - run script to fix storage size

Support team, I need you to run a script for my account to fix the data inaccuracy issues around my storage size. Thanks in advance.

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community-managerKnown Participant
asked in Support Forum
Can't access Box from Windows 11 Explorer

Nothing happens when I click on the Box link I set up in Windows Explorer. If there isn't a way to get it to sync again, how do I delete it so I can re-add it? Any help would be greatly appreciated!      

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community-managerKnown Participant
asked in Support Forum
Account Storage Limit Reached (Only using 1.8MB of 10GB)

Hi, I'm trying to upload files to another users Box account but it keeps popping up with "account storage limit reached" even though I am only using 1.8MB of 10GB. I've seen in the forum that people with similar issues have had it reset but is there anything I can do to sort it from my end? Thanks

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community-managerKnown Participant
asked in Support Forum
Is it possible to restore folders

Is it possible to restore folders that were accidentally deleted by children and are very important for work on 21/3 and are not in the recycle bin and occupy a place of the total space..And thank you very much .

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community-managerKnown Participant
asked in Support Forum
Problems with Google Spreadsheet timeline

The Google Sheets timeline that can be used on the Google Workspace screen for certain users is not displayed on the BOX and cannot be used. Available to other users. You can edit Google Spreadsheet timelines created by other users. How can I enable a specific user to use the Google Sheets timeline?

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community-managerKnown Participant
asked in Support Forum
Missing files

There is some missing files in the subfolder. But the main folder shows there is xx number of files in the subfolder. When opened subfolder, it is empty and missing. Please help.

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community-managerKnown Participant
asked in Support Forum
storage capacity is incorrect

Hello box support team, I deleted all files and cleared trash, but storage capacity is shown as using 26GB+. Could you fix this problem? Regards,    

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community-managerKnown Participant
asked in Support Forum
Invite is not working

I have tried deleting the cache, changing browsers, restarting the PC, etc., but the following pop-up appears and I cannot add a new user.Also, there are folders for which links cannot be created in some of the following. Please clarify the reason.

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community-managerKnown Participant
asked in Support Forum
Cannot change my primary email without password

Hello, I'm trying to update the primary email on my account and cannot do so. The site tells me to enter a password to make the email address my primary, but I never signed up with a password. I used Google Sign In. When I go to create a password in account settings, it doesn't let me set my new password, even when following all the rules.

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community-managerKnown Participant
asked in Support Forum
about BOX security

I want to know if BOX is suitable for the following questions.   It is a paid service that allows maintenance and support services to be received in emergencies or in the event of an accident. In addition, there is a system in place for contacting the agency in the event of an accident, and response procedures are established in manuals or similar documents.   Files are encrypted and stored when stored on online storage servers, or encrypted files can be accessed. It is important that important information is encrypted even when using ASP services.   Each user must have one account for service usage, and shared account usage is not allowed. Service usage should be restricted by authentication using ID and password, and it should also be possible to restrict access based on the combination of ID and access source IP address.   After ID authentication (login), access by users using IDs can be restricted at the folder or file level, and access cannot be made to folders or files without ac

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community-managerKnown Participant
asked in Support Forum
セキュリティについて質問

1. 以下の質問1-9にBOXサービスが適用しているかを知りたいです 緊急時や事故発生時に、保守・サポートサービスが受けられる有料サービスであること。また事故発生時の連絡体制・対応体制・対応手順がマニュアル等で確立されており代理店側に連絡が入る体制になっていること。 2. オンラインストレージサーバ格納時にファイルが暗号化され保存されること、もしくは暗号化されたファイルを利用できること。 ASPサービスの利用においても重要な情報は暗号化されること。 3. サービス利用に必要なIDは１人１アカウントとし、共有アカウント利用は不可とすること。またサービス利用はIDとパスワードによる認証で制限が可能であることに加え、IDとアクセス元IPアドレスの組合せでの制限が可能であること。 4. ID認証後（ログイン後）は、フォルダもしくはファイル単位でIDによる利用者のアクセス制限ができ、アクセス権限のないフォルダやファイルにアクセスができないこと。 ＡＳＰサービスの利用においても利用目的に応じたアクセス制限ができ、目的外のサービスの利用・情報の閲覧ができないこと。 5. いつ、誰が、どこから(接続元)、何をした(ユーザイベント)がわかる各種アクセスログが取得され、管理者による閲覧が可能であること。取得するユーザイベントは以下の通り。 ・ログイン、ログアウト（ログイン誤りも含む） ・格納ファイル名（ファイルサイズ情報） ・ファイルアクセス履歴（ファイルアップロード、ダウンロード、ファイル削除） 6. ファイル送受信時に強制的にSSL通信(https)になる等、通信区間が暗号化通信され、通信データの盗聴や改ざんへの対応がされていること。 7. オンラインストレージ・ＡＳＰサービス等の運用・保守・監視等がサービス提供会社もしくはその業務委託先が行っていること。 8. オンラインストレージ・ＡＳＰサービス等においてサーバ上で消去されたデータ、ファイルを、アクセス権限のない第三者が復元できないこと。 9 サーバやアプリケーションに対する脆弱性診断の定期的な実施や、OS、ミドルウェア等のセキュリティパッチ等、外部からの攻撃に対する脆弱性対策を行っていること

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