Support Forum

You can no longer add users.The "Add User" button is not displayed on the "Users and Groups" screen. I was able to add it without any problems until last month.I also checked with the administrator, and they have not changed the permissions.The authority will be "Co-Administrator".Please note that the procedure has changed due to the UI change. Please tell me the solution

If I want to invite a collaborator who is already collaborating on a different project form a different account owned by a different organization, how will the person log in to this account? Will the projects form different organization appear on the same page for this user and can the user move items from one project/one organization to another?

Storage information is incorrect I'm not using capacity The specified capacity does not increase even if the file is deleted

I'm the "owner" of several folders - we had an employee leave last year or 2 years ago - i need to remove her as an editor / collaborator - will I loose the files she opened and created and worked on?  I'm trying to close out her account.  thx

using translation tools In this account, even if you delete files in a folder, the storage capacity will not decrease. Please respond accordingly.

My account is almost full but I had deleted a lot of files. Please, run script to correct free space. Thank you.

I bought a new phone and now I cannot access usafx because the code is being sent to my old phone. How do I get it to send to my new phone?

Only your personal BOX drive will be updated, and other people's BOX drives and boxes on the web will not be updated. Updating the folder has already been tried by right-clicking. If possible, I would like to receive an answer as soon as possible.

Inadvertently I have made some adjustment to my settings which means that when watching a video it displays only on a very thin band across the centre of the screen. The font seems to be very large too. Maybe I have adjusted the resolution accidentally? Any advice as to how I can see a larger preview of the video? I have been able to enter full screen mode by pressing the "f" key but when I exit that screen I return to the miniscule pane displaying the video. Any ideas as to how I resolve this?

I get this popup but  how do I actually ADD A USER (who works on my team, not external). There is no link that I can find.

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After downloading box, it was under "locations" but it has recently disappeared. I saw another forum where it suggested it may not be on fpe mode anymore so I ran the command "defaults write com.box.desktop MacMode fpe"  as the forum suggested. That did not work. I also tried deleting the app and redownloading it but that also did not work. Does anyone have any advice?

Hi,  At the bottom on my Box page, it says: 12.0 GB of Unlimited used   I have about 1 TB of documents and family history photos my Synology NAS.  Can I back up my NAS to Box?  Do I need multcloud?   Please advise, how to proceed.   Thanks in advance.   Ken Crossley

We are using a synology NAS to store files and transfer them to the Box Drive, through the API provided especially from the box to the synology.However, Box keeps disconnecting and doesn't finish the transfers.

My box has no files but says it is full.  Any help appreciated. Larry

An external vendor that I collaborate with has change phone numbers and is no longer able to use his 2fa method. Is there a way I can help this user change it with out him being able to log in? He does still have access to the original email address. 

I took 3 months off and everyone moved folders and locations of items. How do I reset my computers box to update to the changes? They show online, but it is not doing it automatically in my computers box folder. I am a graphic designer on a Mac. I need to access the items and not login online to get a file. 

The actual storage usage is about 1.5GB, but it shows that 9GB is being used. Could you please fix it? Thank you in advance.

What does this mean when the link is grey?

In my account it appears that I have used 13gb of 20gb but I look at the account and only a 1gb file has been uploaded, what could happen? Thank you

We recently had elections of new officers and I need to be removed as the owner and the new Secretary needs to be added.

We have two cases where documents were uploaded to box.com (Drive service) for which we received file id values. However when we attempt to preview the files using Box.com services, the files do not load. Our developer sees the files aren't available in box.com nor are they present in Trash. We're seeking support in investigating why these ids were generated but no file is returned that matches the ids. The files were created on 2024-04-15 and 2024-04-23, respectively. I can provide the File Ids if those are safe to post in this support intake form (please advise). 

Hi all, every week or so, I end up having to reinstall Box because I can no longer get into the Box folders. I've had this problem the entire time I've used my HP, although I've changed jobs so my Box account has also changed. It's getting really frustrating and time consuming. Anyone know why this is happening and how I can prevent it??

All of a sudden, Box desktop app stopped working on my MacBook. This is the message that popped up. "Box Drive has encountered an error at initialization that requires you to manually move aside your existing Box folder".  I had tried following the link which led me to some Terminal commands but could no fix thew issue. I already sent the log to Box. Thanks

Hi, A user for my company has run out of storage in their plan. We're currently trying to delete version history to free up storage. How long does it take for a previous version to be permanently removed and no longer count towards their storage limit? Thanks!