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

10000 Topics
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community-managerKnown Participant
asked in Support Forum
Files don't sync anymore

The files stopped syncing, and now there are completely different files in Box on my PC compared to Box on the web.

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community-managerKnown Participant
asked in Support Forum
Directory

Is it possible to generate a list of filenames with a given list of box links? I maintain a direcrtory document of sorts with links to various documents on our box drive but would like to pull filenames into the file as well (without having to manually click into each link). 

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community-managerKnown Participant
asked in Support Forum
I can't seem to get the pop up '"go live" to disappear on RHS of admin screen

As described above - I found one answer in support where the support person said they would look into the account (but no subsequent answer

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community-managerKnown Participant
asked in Support Forum
Strong Password

Hello, I signed up via Google SSO and when I try to change my password (I currently have no password) to access a file that requires a strong password, I repeatedly get an error message. This occurs on both Safari and edge. I am unable to set up my password. Please help. Thank you.

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community-managerKnown Participant
asked in Support Forum
Our client receives an invitation email but no confirmation email

We are sending and receiving files to and from customers via BOX, but some customers have reported that they are unable to log in to BOX. We have received reports from some customers that they are unable to log in to the BOX. If you know how to solve this problem, please let us know. The following is the sequence of events leading up to the screen. Invitation mail is sent when the customer starts using the BOX→The customer sets up registration information from the URL in the invitation mail→When the customer tries to access the BOX login screen to start using the BOX, the screen shown in the attachment is displayed. The screen shows "A confirmation email has been sent," but when we checked with the customer, he said he had not received any BOX email other than the first invitation email.

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community-managerKnown Participant
asked in Support Forum
Why does the Viewer Uploader get Edit File permissions when neither the Viewer nor the Uploader role does?

I want to use a simple actual viewer-and-uploader permission for something I'm building, but per this link, https://support.box.com/hc/en-us/articles/360044196413-Understanding-Collaborator-Permission-Levels, the closest permission I see there is Viewer Uploader and for some reason that role has the Edit File permission. It looks like a typo.

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community-managerKnown Participant
asked in Support Forum
This site can't be reached. ERR_CONNECTION_RESET

Hello All, I am getting an issue on my browser when I try to access box url. This site can't be reached. ERR_CONNECTION_RESET Any suggestion how to troubleshoot this issue? Thanks in advance.

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community-managerKnown Participant
asked in Support Forum
Problem to Upgrade my plan

Hey guys. I have a problem updating my plan. I just subscribed to the Business plan, to be able to upload videos up to 5GB, but I discovered that I have to have the Plus plan, to upload up to 15GB, but when I go to upgrade, this message appears: An error occurred while processing your request.We were unable to process your payment information. Double-check that all fields are filled out correctly and try again, or visit support.box.com for more support.

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community-managerKnown Participant
asked in Support Forum
Sending a signing template via make.com

I am trying to use make.com to take an email from another module and pass that to box.com to send that customer a document to sign that is based on an already formatted template. Whenever I do this now the signer just gets the document with no directions on where to sign and instead can place elements for signing, text etc. wherever they want. How do I get it so that that email just gets slotted into a placeholder role in my template the signing gets sent? I also have the same email I need to send to as a second signer; should I specify that in the template or in every iteration of triggering the signing process 

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community-managerKnown Participant
asked in Support Forum
Unable to access

Hello- I have 2 box accounts and am unable to access the USAfx box. It will only bring me to the state box. I tried to re-set password but I am not getting the re-set emails. 

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community-managerKnown Participant
asked in Support Forum
Update Primary Admin

Our primary admin was an external consultant who is no longer with the company. There is no way for us to get access to their email. Could you please let us know how to re-assign admin access? Thanks

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community-managerKnown Participant
asked in Support Forum
This email is pending verification.

How long does it take for an email to pend verification? We are trying to change the admin to a new user but it is still pending verification.

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community-managerKnown Participant
asked in Support Forum
Accept Invite doesn't work

Hello. I received an invitation to my email. But when I try to open it, the page open but nothing in there. No files in there. I double check the email, and if it any "pending invite" in my account. But any of those things work. Please help!!

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community-managerKnown Participant
asked in Support Forum
Can't relink files to Adobe InDesign when editing with Box Edit

I just got my agency using Box as a server and one of the big selling points is being able to use Box Edit to directly edit our working creative files. We use a lot of PS and INDD files with a lot of linked files (.ai, .jpg, .png, .psd, etc). However, I just opened an INDD file using Box Edit and when I went to relink something I found that the pop-up/dialogue box didn't have my Links folder available to select from and the folder structure does not mirror how I have it set up in Box. Is there a specific way I need to set up folders so that I can access Links via Box Edit? Thanks! (Using M1 Macbook Air 2020)

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community-managerKnown Participant
asked in Support Forum
Increase character limit for custom URLs?

Is there a way to increase the number of characters that can be used in custom URLs? The current max is 30 characters, which isn't always sufficient.  We are highly focused on accessibility, with a new state law going into effect on July 1, 2024. We don't abbreviate certain words in our URLs because 1) sometimes there are no sufficient abbreviations, and 2) spelling out the major words in the file name gives adequate context to all users. 

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community-managerKnown Participant
asked in Support Forum
Unable to open file preview. File may be protected

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community-managerKnown Participant
asked in Support Forum
Urgent - Help

Box is just stuck syncing.  It has been doing this for 3 days. I cannot access any updated files from my team and it's not possible to remove the application and re-install as it's 'active'. I have tried moving the files offline, I have tried restarting my computer and tried shutting down. I cannot access any updated files, or link any images in InDesign/Photoshop. Please call me asap  Please advise

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community-managerKnown Participant
asked in Support Forum
Box Security ebook - Content Protection Goals and Objective

Thanks Kurt Roemer, Ben Weiner, Drew Vogelsang for leading this week’s review of ebook Chapter 3 “Content Protection Goals and Objectives” Please see here for the summary, resources, and recording. Signup for chapter 4 “Structuring your Content Protection Strategy” here.   Other Next Steps We will be finalizing community input for chapter 2 shortly: Chapter 2 1st draft of Chapter 3 will be sent later in March  

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community-managerKnown Participant
asked in Support Forum
Folder Report

How can I get a report of the size of each top folder? It seems like I can run a files/folder report, but it give me the size of each sub folder - I just want the over all size of each top level folder.

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community-managerKnown Participant
asked in Support Forum
"Storage Used" figure incorrect

Hi, please run the script to correct the storage usage for my account as described in this support article: https://support.box.com/hc/en-us/articles/360043695334-Storage-Usage-Or-File-Count-In-My-Account-Is-Incorrect. Many thanks in advance.

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community-managerKnown Participant
asked in Support Forum
Upgrade and lost Folders

Hello We are using BOX for business purposes and earlier today upgraded for more memory.  One folder in particular holding 5000+ files has disappeared. All other folders that were shared containing 13000+ files are present.   As the folder that is not visible its affecting the workforce as its a working folder.  Please advise what happened as I was the owner of that folder. Thanks

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community-managerKnown Participant
asked in Support Forum
storage full

hello. It turns out that my box account is full, I have deleted all the files and it still says storage is full.

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community-managerKnown Participant
asked in Support Forum
can't create new folder in Salesforce

I tried to create new  Box folder in Salesforce recorde but an error occured like below. "Sorry, there was an issue with processing this request.Unable to create a box folder for this record: Unable to create folder for record id a07F400000QQtPoIAL - Details: Unable to call Box using default credentials (this could be in a trigger or constructor, or after a DML statement) Your connection to Box is no longer valid. Please contact your administrator." I think that Box and Salesforce are connected because I am able to view the Box folder created before  from the Box file Object. Also I confirmed that Object FolderId match the box folder path value. Please tell me how to resolve this error.

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community-managerKnown Participant
asked in Support Forum
Almacenamiento lleno

Hola. Escribo para informar que en mi cuenta de box, gratuita el almacenamiento esta lleno, todos los archivos que tenia los borre y aun asi marca como lleno y no deja guardar. mi contacto

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community-managerKnown Participant
asked in Support Forum
Can't get Request access token

Getting this error like:  { "error": "unauthorized_client", "error_description": "The grant type is unauthorized for this client_id" }

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