Support Forum

When installing or trying to log in it is asking me for a 6 digit code from an authenticator app. I have never heard of this and have no idea what Authenticator App I need to download.

Hello, I am trying to use an extension with Google doc through Box but the option does not exist. See picture.  This is really important because I use Zotero with collaborators to add citations. Can you please tell me if this is an institutional issue (with my educational account) or if its a Box issue.    Thank you!

Hi! I'm not sure how to get help but none of the thumbnails are working. I've cleared my cache and other designers are also experiencing the same issue. Can someone please help update ASAP??

I took the BCP certification exam on June 26, 2024 and passed, but I have not received the certificate by email even after a week. I need to submit the certificate to my company, so please let me know when the certificate will arrive.

Acount ID: 178751692 Storage used: 38.2 GB de 50.0 GB   How can I fix it? Thank you for your help

Hiya, We moved an External User to a Managed User and a whole folder of her files has disappeared. How can we retrieve that folder?  Thanks

It says my storage is full but I have unlimited storage so that is impossible. PLEASE FIX ASAP! 

We've noticed as of yesterday that we cannot create shared links for any of our files or folders. I'm not sure if this has anything to do with the issues on box yesterday. As far as I know no settings regarding sharing have been changed on the account side.

I manage the Box authorization group for my account. During update I have changed my Group Admin access to Member access. Require my admin access back to manage the DLs

Hello, we have upgraded our box space to the business plan, and a folder from the box has disappeared. The folder is not in the trash either. What can I do to recover it? Thank you!

Any file I open in InDesign is super, super slow to the point I cannot edit it. It always ends up crashing InDesign. I migrated to Box specifically because I needed to be able to collaborate across Adobe files. Is there a solution to this? I am super frustrated.

Not able to copy text from documents in Box. I pull up roughly 240-250 documents in Box each month and need to copy narrative over into another document. Not being able to copy this information over and having to physically type about 2 paragraphs per document adds a tremendous amount of time for my projects. I would greatly appreciate a fix to this issue in order to meet my deadlines appropriately.

I've noticed this. You can get a list of contents of a Box directory. But if a new file is added to the same directory and you request the list again, the list is not updated and the new file does not show up. No matter how long you wait. You have to disconnect and reconnect the FTP session to see the new file in the list. Is this expected? Is there a workaround?  

Dear all, I have done all the set-up in my account in order to receive notifications but it is still not working. Can you please support? Thank you Claudia

Hi All, Can I set the expires_at value on a collaboration to null, where it already has a date value? So can I disable expiration on an expiring collaboration? I tried calling the endpoint with "expires_at" : null, it accepted it, but the date didn't change. I was able to set it to a different date, but not able to set it to null. Also tried empty string but it complained about the datatype. I used this documentation as a reference, but its not mentioning this exact case: https://developer.box.com/reference/put-collaborations-id/ Is it possible to disable expiration on an expiring collaboration? Thank you for your help!Balazs

Will you please provide the url that will open a PDF on Box to a specific page within the file?  

Hi, if a person who I invited as an editor unintentionally deletes a file, am I able to restore it? (theoretical question for now, thankfully)

I previously set up two-factor authentication using the app when creating my account, but I closed BOX before scanning the QR code, so I don’t have the code needed for login. I’d like BOX to either disable two-factor authentication or switch to SMS approval. I am writing from a different account at the moment.

Im trying to share a big file with another person but it says error 

Is this possible? It seems weird that there is no easy way to collaborate with someone that only allows them to download and view.  I do not want externals sharing a folder with others.  I would like them to have the ability to look at contents of folder and dowload. Please let me know if there is a way to do this!  

My desktop Box app was not syncing correctly, so I deleted the box app and then reinstalled the desktop application. In that process, the files I saved via the desktop Box app are not in any folder. How can I recover these files that were lost in the transition?

Hi, When I'm trying to add a user to a box folder. I get an error message: Sorry, you can not invite deactivated users to collaborate. However, her email account is active. Please resolve this issue asap.   Regards Ana

In the Geographic Activity we see downloads from the USA and other strange locations. We have box zones configured.  How can we restrict that a user can't download from other zones then Europe?

I can't install BoxDrive on my Suriface Pro 11. When I run the installation and try to log in, I get a message saying "BoxDrive has encountered a problem." I tried uninstalling it and then installing it, but it didn't work.  

I logged in with 2-step authentication but did not receive the otp code. Please help me. My phone number is <personal information-redacted>