Support Forum

Several times now, I’ve tried to access an External User’s account info (date created, collaborations, etc.) from the Admin Console → Users and Groups → External Users list.Despite the user showing up as a collaborator on several folders in our Box instance, they don’t appear on the External Users list. I’ve invited them; they show up as collaborators in the folders which were shared with them.Is there a rhyme or reason to it? A way to make them populate/refresh?These are NOT new accounts; they’ve been collaborators for some time.It gives me pause as I worry I may have external users I do not know about, unless I do a folder-by-folder audit of users.

Trying to copy my files in box.com to a portable ssd hard drive.  Does anyone know how to migrate the files to ensure 100% accuracy?  I am having issues with the drag and drop process. I have approx 2T worth of data so hoping for something that will self check accuracy. 

I downloaded the Box app on mac. A screen comes up asking me to sign in, and when I click the button it takes me to my browser, to a box.com page. I enter my email address associated with my box account, and it takes me to Google to login since my account is made through Google authentication. After I login, I'm taken back to the Box Mac app, but instead of logging me in, it just keeps showing me the same splash screen asking me to sign in. How do I get the Mac desktop app to actually sign me in?

I'm trying to change the default directory that box uses on my mac. This instructions don't work: https://support.box.com/hc/en-us/community/posts/1500000140101-Box-Folder-on-Mac-Desktop Any ideas what will work? I'm running Ventura and the most current version of box drive.

Dear Team, The box drive software in my PC is not showing the cloud icon and using the C: DRIVE space but the files are syncing with the cloud. Please help me to resolve this issue.

Several users experiencing an issue with Box Tools and Safari.  When they log into Box in Safari, and try to open a document in an external app, they are prompted to install Box Tools, but Box Tools is already installed.  When they try to reinstall Box Tools, the progress bar stall before completing the install and never progresses.  I have helped users completely remove Box Tools and Box Drive, then I am able to reinstall Box Tools first, then Drive, and everything works, but the problem came back a day later.  We have been using Box Tools for over two years without this issue.  Not affecting Chrome users.

Hi, we have Box Business with three users. It says unlimited storage but somehow only the admin has unlimited storage, the two other users only have 10GB. How can this be solved?

As of this afternoon (December 17) my entire team lost access to Box Edit.  We are running MacOS. Even though it is installed and the extension is active in Safari, it is not working.  It has been uninstalled and a clean install done and extension reaactivated but when I try to open a file in Box, it gives me an error that it is not possible as Box Edit is not installed, even though it is.  

I am assisting one of my users and we have downloaded Box tools and enabled it via safari; however, Box is not recognizing it as enabled. We have installed and uninstalled three separate times, as well as restarted the company. How do we fix this issue as the user needs to operate in box tools vice the online forum. 

I logged on this morning and attempted to open a PPT but it said I needed to install box tools. When I tried, my computer said the program is already installed. I uninstalled it, then reinstalled, and the same thing is happening. Box won't recognize the program, and when I checked the task manager Box Edit is running but there is no Box Local Com Windows Service. I've run every update, cleared my browser cache, tried different browsers, restarted, checked configurations - I've done everything recommended. My IT department can't figure out the problem either. Please help me. 

I’ve been running POCs to get a Creative dept project off the ground and Box has been the frontrunner. Completed initial Single Sign-On (SSO) config w/ our Okta tenant late last week, but the status has been stuck at “Awaiting file connection” ever since. No change, no email notifications, and no option to cancel or retry.I can’t find any documentation suggesting there’s anything I can do other than “wait 24 hours,” and it’s been well beyond that. No way to open a formal support ticket. The team is already questioning whether Box is viable based on this experience (“...if this is what support is going to be like”).Does anyone have any advice? We’re completely blocked until SSO is working. Appreciate it in advance!

Hello, I have a metafield template with 3 fields, however, when I search for items by the metadata that I know is assigned to certain files, my search brings up nothing and says:   What's going/how can I fix this?

Good morning, Is the Box Relay features available via the Box API? If not, is there any plans to expose endpoints for Workflows? Thanks!

I'm using Box Drive for Windows. I tried logging out and logging back in, butI got a pop-up message saying "Unable to Connect to Box" and couldn't log in.I can log in to Box using a web browser.I tried uninstalling and reinstalling Box Drive for Windows, but I still can't log in.Could you please support me?

Is it possible in Box Admin to locate which users have box sync running as I know its going to be EOL in a year.

Please advise how this box folder has gone missing. What are the ways we can prevent this from happenign in the future as well as how do we recover this critical folder?

Hi! Can you share steps on how to receive a copy of the SOC 2 report for our Vendor Management team’s review? We’re currently using a free account, but looking to move to a paid plan. I tried to check with Box Support, but was directed to Community Support for help. Thank you!

I’m configuring a template that will have a bunch of questions the signer will need to answer yes or no to.  I created a sample document with the fields:Test q1, Yes: [[r|1|g1|g1y]]   No: [[r|1|g1|g1n]]Test q2, Yes: [[r|1|g2|g2y]]  No: [[r|1|g2|g2y]] If I understand correctly, the radio buttons on the first line should be linked, as well as the ones on the second line, because the 3rd parameter within each field specifies the group (g1 on the first line, g2 on the second). When signing the document though, all 4 are part of the same group.  I select yes on the first line (the [[r|1|g1|g1y]] field), then yes on the second line (the [[r|1|g2|g2y]] field), but that clears out the first line.  Additionally, after completing the request, when calling the 

Dear Team, My colleague asked me why she doesn't have the Sign app in her Box web application, while my account does. Both of our account types are Enterprise Plus Governance.Do you know what's going on? How can I enable Sign for her account?

Dear Team， When I open PDF files in the Box web client, the prompt shown in the screenshot often pops up. How can I prevent this prompt from appearing?

I got this account a long time ago for some organization I was working with. Apparently my account is associated with an organization somehow. As I don’t use this service any more, I just want to remove my account. When doing so from the admin panel, I just get an error: “An unexpected error has occurred. Please try again.”.Can you please, please, please just remove my account and all data associated with it?

I am trying to go through Shuttle’s services to do uploads from a local NAS that we have but I have started hitting an error that I do not have any extra storage allowed for my account. Is there a way to go around this or change it? In the account settings it shows as Unlimited for me. The second part of my question is that we have a user who has an existing box account to a different organization, is there a way to merge their account into our organization account or will we have to continue to use an alias for them to access our organization data. Will this mess up any SSO integrations?

I've got my trash bin permanently deleted but my account says I'm out of space. How often does the trash bin purge the cache? Or is there a way to manually do it?

I would like to be able to see my document in the side pane before opening it. The “preview” feature takes you to a new window and that is not what I’m looking for.Is it possible to make the side pane bigger so that I can see the file preview? It is currently too small for me to make out what it is. 

I’ve tried clearing my cache.  I’ve tried incognito mode.  I just set up this account today and I’m having issues submitting a ticket and setting up users.  This may be the worst product I’ve ever paid for.