Support Forum

Just started getting this error today. I've been working with Box for several years and this is the first time I've seen this. Checked other posts and all have the same message regarding "Our team will look into it and get back to you". So, please check into this and get back to me ASAP.

Hello All, I am trying to setup Duo Mobile SSO in our Box Admin User Settings, but the SSO is not working. Also it seems like I cannot change my Identity Provider. In the past I setup ADFS for other services and it worked. I am not sure if this needs to be changed to Okta, OneLogin, or some other option.

I need to describe the secure file transfer protocol  I am using when I use the Enterprise version of Box to people that want these details.  I cannot find any basic description. Similarly I'd love to find a white paper on disaster recovery approach but can't find a white paper or similar.  Any pointers appreciated. 

When user tried to open BOX a little while ago, he was unable to open the site and was told to change his password.   He followed the instructions and received an email from BOX telling him how to change his password.   He changed his password on four separate occasions and with each change the BOX email confirmed the password change.  However, when he tried to use each new password BOX wouldn't let him open the site to view/retrieve account files.  Is there a phone number he can call to talk to someone to help him regain access to BOX?

I tried to create a new user, but I didn't receive a confirmation email and can't log in. I tried to resend it, but I haven't received the email. As a result of checking, there is an email that is subject to the suppression list, so we have contacted you. Could you please check if it is on the suppression list and remove it from the list?

I've been trying to access the box drive all day but it won't let me log in. The web page opens, I log in, but then the desktop app doesn't log in

Hello, My storage limit says full, but I have less than 500MB in my folders and I am supposed to have 10G. Is there a way to reset my actual storage limit? The storage used has been wrong for some time. Thank You, Sam  

エクスプローラーから一部のファイルを開くことができません。アクセスできませんと表示されます

Hi there.Appreciate a resonse on the following. When viewing Box Pricing Plans, "SSL & At-Rest Encryption" is specified for for the Starter plan and higher, but not for the Personal Pro plan.As per this Box article, "https://support.box.com/hc/en-us/articles/360044194533-Data-Encryption-at-Box" states that "from a single user with a Personal account to our largest Enterprise accounts - is encrypted in transit" and "Content is also encrypted at rest by Box using 256-bit AES encryption"Does the Box Personal Pro plan no longer include SSL and At-Rest encryption?Thanks

Hi - I am using my desktop app to work remotely today. This normally sync's seamlessly - but for some reason has stopped syncing today and showing a dotted cloud on the shots that haven't synced - can you help me kickstart the syncing - I am having trouble doing this. Thanks.  

Every time a password reset Is requested the user gets a message saying it went to her old email (which is not available). Because of this she cannot accept the enterprise invite. How do I fix this? 

Our firm is merging and changing our domain.  I have been able to update a few user's email addresses, but not others.  I get errors that it isn't a valid email address (which it is).

I need to add an existing box user with our domain to our enterprise account. I get a message telling me they already exist but I can't invite them join and be managed under our enterprise platform. Please can you help. I don't want to publicizse their details on a support forum. Many thanks

My box storage says it's full but I do not have any files in box. Trash has been deleted.

I tried the Box AI for Hubs beta, but I can't get an answer based on the content I add to Hubs.

I've added a new user to our account but she cannot access any files. Her account is a non-google account and she is asked to login with her gmail account to access the files. I haven't had this problem before for non-gmail accounts. Even when she does sign in with her personal gmail account, it still will not allow access saying she needs a google account and/or the passkey does not work. Any tips? Thanks 

I’ve added a new user to my box users and they are not receiving the confirmation email that is apparently being sent – can you please advise how to get this to work?

Hi, my storage is full, but it isn't. I have tried to remove files but the storage size didn't change. Please fix.

My Box account has stopped syncing and when I log in it says i have exceeded by storage, but I know I still should have significant space. Please advise as to how this can be fixed.

In main search and in HUB search is there a way to keep the folder option the default all the time??

We are trying to send an invitation to an external user and we are getting an error message that says Sorry you cannot invite deactivtated user to collaborate.  How do we resolve this

Hi: I have a box that is linked to my old university address. I do not know the password and I cannot access that account anymore. I still have access to the Box because I have not signed out of it on my computer. I would like change the password (or add a different email address so I can access the account). Please tell me there is someway to do this--since I can get into my Box folder (I just can't change anything/logout).

After setting up SSO for BOX and Entra, I can't log in as an administrator, so I want to restore the settings.What should I do if I can't log in as an administrator?I want to set up SSO again, but how do I do it?

Hi! When my images are restored from my trash, do they go directly to the folder they were deleted in or elsewhere?

Hello Team, We are validating Box as a tool for medical device company where this tool is used for collection of data for clinical trials.  I understand that data in transit is secured through TLS 1.2 or higher protocol. However, we are not sure if data at rest in Box and Box drive is encrypted. Does it depend on the type of subscription? Regards Yuvraj