Support Forum

I had filled in several pages of a document online in the box app on my IPad and then moved it offline. All the information was still there when it was moved to offline but after I removed it from offline the document was blank and no longer filled in. How can I get back the previously filled in information/restore?

Where do you turn on Box for Microsoft Office (Desktop) as a autosave location in admin settings?

One of my employees has been having an issue viewing PDF Previews in Box.  We use Box integrated with our CRM Wealthbox.  When my employee is redirected to the Box folder she is trying to view, the preview for the file she wants will not load, and she is receiving the below error message and is prompted to download the file in order to view.  The files she is trying to access are NOT protected as we have uploaded them ourselves,  She has an admin/editor role, and I have had other employees follow the same steps that she does, even those with viewer roles, and they are not having the same issues with the same files.  What is causing this error for her? Is it some sort of permission level in Box, or on the file itself, or is it an issue with the PDF reader?  We cannot determine the cause but need to resolve asap. 

When I upload a PDF it is not showing preview for me and my customers (external from my org).  For example I tested (.txt file) it is working fine, but the PDF is not loading.

I have created multiple Box links for the exact same type of document, in the exact same folder, but suddenly I am getting a “There was an error getting the shared link for this item.” message for any/all of the documents/files I’m trying to create a shared link for. I’ve cleared my cache/history and quit and reopened Chrome, but nothing seems to be working.

Has anyone enabled or using the  box MCP connector directly in the native M365 co-pilot chat without having to call or use the box agent directly?I’d like to be able to search, call files and folders directly in native co-pilot chat with out having to click on the Box agent within co-pilot. 

Please implement the option for users to provide time specific notes on video files. Video communications and branding work are core deliverables within organizations, and especially within the Federal government. This is a feature present within Dropbox, Frame.io, and other sites. As a fedramp solution, this is an important feature that would bring parity to your offering with your current competitors in the marketplace.

When I go to "Save a Copy" of my Word or Excel documents that I opened in Box... there are no options to save as a PDF... just gives a couple of basic options. See the screenshot below. I can go and browse and find the location again and through that method I can get the right options, but just the basic... save a copy... it doesn't exist. This works on my Mac as expected and works if I am using OneDrive... but for some reason I can't get it to work on Windows using Box.  

社内でBOXドライブを使用してファイルを共有している。いままでは共有できていたのに今日、更新、同期されなくなってしまった。特に設定の変更はしていない。どなたか教えてください。

I am trying to get a copy of the Soc 2 Type 2 report for Box on behalf of my client as their security consulting service. I am reading on multiple other requests and support messages that you will need to open a ticket to get this, however, when going to the links provided in these other discussions, I do not get an option to open a Support Request, just to do community. Is anyone able to help me get in contact with Box Support to get this report as it is needed for my client's upcoming audit. 

Hello,  I have a significant number of files for which I keep getting the message,  "We’re sorry, the preview didn’t load. Please re-upload the file or contact Box support." We've attempted to re-upload the files, but to no avail, so I am hoping to contact Box support for assistance.   Many thanks!

Hi everybody,I have seen this query several times, but I can’t see a useable public reply? I set up an account which I didn’t use for a while, and in the meantime, changed my email provider and email address. I no longer have access to the old email address but have all the details of how to access it, and I would like to access the files on the old account. How can I do that?Thanks for any advice,Alan

Hi, a user below could not receive a confirmation email. Could you please check the suppression list?personal information-redacted Thank you, 

My husband and I have the same problem. Billing day is here and we cannot update de payment method. We tried 3 different Visa cards and we receive the same errors. Each of us made a case but there is no resolution yet even though the priority is urgent. What can we do? Please someone help us!

We invited the user to create a Box account, but it appears they had previously registered with Box. They had set up two-factor authentication using SMS (mobile phone number), but since their phone number has changed, they are unable to receive the SMS and cannot log in.According to the help documentation, in this case, Support needs to remove the multi-factor authentication.Could you please assist with this request?Target user: [removed by moderator]

Good afternoon,Our client wants us to fix an issue where File Explorer customizations are not being respected when viewing files in the Box Drive path on the workstation.Specifically the file name column is not wide enough to display the full name of files/folders in the path, but this issue is not present outside of the Box Drive environment.

Our group has never enabled or required 2FA. One of my users all of a sudden can't log in because he's now required to provide a 2FA code. He's never set this up (and neither did I as the Admin, we would need to upgrade to have access to this feature).  Any thoughts as to why this is happening all of a sudden? Was there a breach somewhere? He changed his password to try and get around this, thinking it was a glitch, and I see that activity in the console, but nothing else. Help?    

when I save a file I am working on to box only I can see them. My coworkers can to see the files I have created and saved or the updated files I have edited.   Please help me with this issue. I am using a MAC.

We currently utilize Box to store all of our Asset, Case, and Opportunity files.When folders are created for an Asset and Case, the folder for the Asset is name by the unique ID of the Asset while the folder for the Case is named by the Case number.Both of these values cannot change which is preferred, however the folder for the Opportunity is named by the user created name for that Opportunity. We would like to complete a mass rename of those folders to match the ID of the Opportunity.

For a long time I have been having frequent issues with not being able to open my local Box files. There is no pattern, and this happend under various Box Drive versions. The most annoying thing is that I submit my logs, then I see the message: “Your logs have been sent successfully. If you do not have an open support case with Box, please create one here so someone can follow up with you. A support case is required to investigate this issue.” So I try to create a case, but probably because I am on a free tier, I don’t actually have the option to open a case.I cannot do any work right now!! The only thing that works is restart of my laptop, but then after a while, Box Drive files again stop openinig.  

Hi team,I'm reaching out because I’m currently unable to access the Box folders. Whenever I try to log in, I receive the error message shown below.Steve has been reviewing this issue under the corresponding support ticket, but the problem persists and I’m still unable to navigate the platform or access any files.Could you please help investigate what might be causing this or suggest an alternative solution?account: <removed personal information>I look forward to your feedback.Thank you very much. 

My organization has lost access to all of our folders on Box this past hour.  Everything we try to navigate to claims “Oops! We can't seem to find the page you're looking for.”  Is anyone else experiencing this mass issue?  I hope someone from Box is working to resolve this.

Copy is blocked to the target folder due to invalid privilege escalation: Unsuccessful HTTP status code receivedAs of yesterday, user is unable to select a document to attach to a Box Sign Request, where the file attaching functionality worked a day prior. User is an Editor in the file/folder selected. We have not changed permissions for anyone in the organization for over a week. Additionally user is unable to move files from one folder to another under the following circumstances, likely for the same reasons as above:Folder 1: user permissions assigned via Group, granted Editor privilegesFile within Folder 1 is requested to be copied/moved to Folder 2: user owns folder, so they have Owner privilegesError dialog pops up:You cannot move this item to the target destination because it leads to escalation of your privilege.

Windows11 のデスクトップアプリで、Box Sync を利用していましたが、Box Drive への移行がMUSTというような通知が来て Box Drive をインストールしました。するとエクスプローラーで既存のファイルにアクセスできなくなっただけではなく、PC起動時に「Box Drive で予期しないエラーが発生しました」のウィンドウが出るようになり、アプリの削除を試みても削除できない状況です。上書インストールを試みると「最新バージョンです」としてはじかれます。解決方法を知りたいです。

Is it just me or does Box Drive just not automatically sync? If I upload an image with my phone, I have to manually select it to download it.  That used to be automatic in Box sync.