Support Forum

In our organization, using USBs or external hard drives aren’t permitted. We need a way to save personal files while also having visibility over the files. Is that possible with box? 

I am experiencing an issue where I can no longer access a specific Box folder, and attempts to re-invite me have been unsuccessful.Background: To allow me to invite other users, my permission was changed from "Editor" to "Owner." After the permission change, I attempted to invite another user but encountered an error. When we tried to change my permission back to "Editor," I suddenly lost access to the folder. Since then, another user has attempted to re-invite me, but the invitation fails with an error, and I do not receive any invitation emails. Current Situation: The person inviting me and I belong to the same company. This issue affects only one specific folder. I can still access all other folders where I am already a collaborator. I can receive invitations to other new folders without any issues. Error Message:"An error occurred while processing your request. Please try inviting the collaborator again."I also found the following explanation regarding the possible caus

BOX account was closed but not all folders were downloaded. Is it possible to retrieve folders from BOX?

I need help. When I download Box drive I get an error message. Please help!

 I have one file set to be available offline. I recently deleted information in it from my computer, and I wanted to view an older version of that file so I could find that information. So I opened the Box app (on Android), turned my phone on Airplane mode so it wouldn’t update. I had previously synced this file on my phone, and Box was apparently aware that the file now had a new version available. I tried to view the file, but it said “No internet connection.” What’s the point of making a file available offline if you can’t open it when you’re offline? I tried “downloading” the file that was supposedly already on my device, but the download wouldn’t progress until I reconnected to internet. Does it forbid you from viewing a file that it knows isn’t the latest version?   

Dear Box Support Team,I have been using Box for decades now — an early adopter, so to say. In the early days I received a promotional 50 GB on the free plan instead of the standard 10 GB, and I have been a satisfied user ever since.Now I have run into a problem. I originally registered with an email address that no longer exists. On my laptop everything still works fine, but I cannot log in on the mobile app: the system sends a verification code to exactly that defunct address, so I never receive it. I have added a new, working email address in my Box settings, but the code still goes to the old one.This matters to me because I travel regularly and often need to pass on documents from my phone when I do not have my laptop with me — which is precisely when Box would be most useful.From what I have read, Box does not change the primary email address for accounts on the basic plan. I can understand that there are rules, but I find it hard to accept in a case like mine, where someone has b

I am trying to change my admin email. It sends me a “verify email for your box account”, I receive it and click the “verify email” link; it then pops up with an error, “You do not have permission to confirm this email address. Please log out and try again after logging in with the correct email address.”I am using my correct email, I do have permission to confirm account and it is impossible to get in contact with anyone from box support. Please advise. 

I sent a signature request to my email and other 2 emails from the BOX sign feature. I don't see email from the box in my email inbox. but in the Box I see the request is in process status. and I saw it in the box inbox. what could be the issue?My email is hotmail, the other 2 is yahoo email.When I first click sent request the signing order is not checkrf. after I don't see it in my email inbox I checked the signing order I made the other 2 email both as 1. my email as 2 and sent again. I got “the request already sent warning”. but I still not see anything in my email inbox. and the other 2 email also not receive the requests.Could anyone help me find out what is wrong. I use this before and it worked. but the only different is before is with 1 or 2 signers this time is with 3 signers.Thanks in advance. 

I’m having a problem right now, on Box Support, where if I login to open a support ticket, I get redirected to my Box instance.  When I return to the Help Center, I’m logged out, even if it’s in the same browser/window.  So, I’m just in a loop where I cannot open a ticket.  How is that supposed to work?

Hello,I am trying to build a Power Automate flow that does the following:When an email arrives with attachments, Create a new folder in Box using the email subject as the folder name, Upload all attachments from the email into that newly created folder.However, when the flow runs, the "Create File" or "Create Folder" action fails with the following error:Only admins can create folders in the root due to enterprise security settingsclientRequestId: 53ecd43c-8126-495e-be9e-b2d50d1121fcHere is what I have tried so far:Specified a subfolder instead of the root folder (using both folder path and folder ID). Re-authenticated the Box connection in Power Automate. Confirmed that my Box account has full permissions (Editor) on the target folder. Verified that I can create folders and upload files directly in the Box web interface without any issues.Question:Why does this error occur even when I am not targeting the root folder? Is there any additional configuration required for the Box connecto

Hello,My account has all of the correct settings ticked to be able to share files with anyone who has access to the share links, however it is still only allowing me to share links with invited people only despite this. I have checked all for my settings and still don't know what I have selected or restricted that isn’t allowing to share links with anyone. I have attached a screenshot of my settings. Please can anyone advise me on why I can only share with ‘invited people only’? I need to share links for works however this is preventing it!Thank you. 

I was uploading some files to my accout and I went over the limit.So I did some cleaning and deleted files I dont need any more. I put old files into the trash but I still wasnt able to upload files becouse I was over my quota. Than I empty the trash but quota wasnt refreshed. I still wasnt able to upload new files.After a while (10-20min, I dont know)  I looked and my quota was way under that it should be. I am missing 1 folder in te root - “BUG” is the name of folder. I cant find any files witch were in that folder. There is nothing in Trash, no files.Please help.

Our company has many jobs running at the same time.  Some of the files are 30+ gb large so it is to our benefit to make them available offline.  The jobs themselves may take a few years to complete.  Some people are finding their disk space is getting very low due to the amount of files they have made available offline.  Is there a way to list all the files that user has made available offline so that they can free up disk space?

The current version of Box Drive includes compromised certificates. When can we expect a fix?https://emudhra.we-have-a-problem.com  

Our BOX Admin delete users account for employees that are no longer employed at our firm.  However,   those users were listed as collaborators on various files.   We have no way to remove them as collaborators,  as the pull down box is grayed out, doesn’t allow us to “remove”.     How do we clean this up?    And yes,  I have updated browsers, and have cleared all cache and plug ins.    Thank you for your assistance.  Kathy Serksnis

Hi,Box’s Trust Center says “Provided under NDA — please contact your account team”, could I kindly receive a copy of the report? I’d be happy to sign an NDA.Best regards,Tal

Whenever I try to upload a file it doesnt work and I get the error message network error

I am unable to upload anything via the website or the box app. 

I’m showing 7GB out of 10GB used, but I’ve not uploaded anything????

[Japanese]本日から、ブラウザ版BOXにてPDFファイルをプレビュー表示しようとすると、一瞬だけ正常表示されますが、すぐに表示がおかしくなります。WordをそのままPDFへ変換したものは問題ありません。スキャンしたPDFにてこの現象がでていますので、OCR認識機能がおかしい気がします。もしかすると、英語の部分は問題なく、日本語部分だけおかしいかもしれません。該当のPDFファイルをBOXからダウンロードすると、問題なく Acrobat Reader で表示できます。本日BOXプレビュー機能のリリースがありましたので、その影響？？日本か海外の方で、同様の方はいますか？https://support.box.com/hc/ja/articles/56653612604179 [English]Starting today, when attempting to preview certain PDF files on the Box web app, the document appears correctly for a split second before the display immediately becomes corrupted/distorted.Here are a few details about the issue:PDFs converted directly from Word documents preview with no issues.This issue specifically affects scanned PDFs, which makes me suspect it might be related to the OCR text recognition functionality.The issue seems to affect only the Japanese text portions, while English text displays without problems.Downloading the file from Box and opening it locally in Adobe Acrobat Reader displays the document perfectly fine.Is

I pay for the Enterprise plan which includes unlimited storage. I am the admin and I own the account. I am now not able to upload anything because it says my storage is full. This is obviously an issue on Box’s end. Please help! 

The ready sign link on my Enterprise version does not work.  When clicking on the Sign Link it says “signer request failed”  HELP!

Hi Box Community,We are using the Microsoft 365 Migration app for our Box-to-SharePoint migration.We are experiencing connection issues in Microsoft Migration Manager and want to remove the existing app authorization and reauthorize it.However, when we try to remove the authorization from Box Custom Apps Manager, we receive the following message:"If you'd like to remove authorization for this app, please call our support org."The app is currently showing as enabled.Could someone please guide us on: How can we safely remove or revoke the existing Microsoft 365 Migration app authorization? Does this require Box Support intervention, or can it be done by a Box Co-Admin? Once removed, what is the correct procedure to reauthorize the app? Any guidance would be appreciated.Thank you!

We recently changed the password for our end users, and now the account is requesting device verification and sending a verification code.  It did not do that before, and we do not have MFA set up on our account.  How can this be fixed so that our parents can log in, since they do not have access to the login email account?  

Does anyone have any security information about where Box is with mitigating PHP2Shell?  Our understanding is that Box does have PHP in use.  It would be great to know if they have this mitigated with a WAF or where they stand on rolling out patched PHP versions etc.  We’ve opened a support case and reached out to our account reps but we are not getting the level of technical detail we would like.