Support Forum

Unable to add two users to enterprise. Getting "Email already used in a Box account but not associated with an enterprise" message. Unable to send invite to join enterprise.

Ho installato Box sul mio pc e sul pc di lavoro. Una cartella però non riesco a cancellarla. Mi rimane in rosso, ma questo avviene solo sul pc di lavoro. Sul web e sul pc di casa, risulta correttamente cancellata. Anche se provo a rinominarla, e poi a cancellarla, non ci riesco. Resta sempre visibile. Come mai? Cosa posso fare?

Deleted lots of files a few weeks ago and space is still not reclamed. How do I do it? Thanks in advance

Hi! I have deleted all my files in my Box account but used space is still 31GB of 50GB. Can you please reset it correctly? I have zero files in my Box. Thank you!

Folders were moved from one area to another on Box. The folders moved by the contents of the folders are gone.

One of our users may have accidentally replaced a file with a wrong version. We want to get the older version of the file from earlier in the week. When I checked the version history, it just listed 3 versions of files which were all uploaded today. Could you kindly advise?

Please Memory reset script. Wrong calculation of used GB... kind regards Thomas

I had signed up for a 14-day trial and decided not to move forward.  I spoke to one of your representatives, Andrew Liang, yesterday and told him I was not going to continue my subscription.   This morning, I was charged for an entire year even though my account says I still have one day left on my trial period.   Please issue me a refund immediately. Thank you.

I have a document (see "unsigned document" screenshot) that has embedded “[[s|x]]” tags to specify where signatures should go on the document.  When I upload the file to send for signing using the webUI it works perfectly and the signatures automatically go where they should (see "Signed WebUI" screenshot). However, when I use the API to send the document for signing the tags are not recognised and the signatures are placed in the middle of the page (see "Signed API" screenshot).  The signing process works apart from the signatures being in the wrong place and the signer cannot move them. How do I get the API to recognise the tags and place the signatures in the same place as they would go when using the WebUI?  I am using the Box.V2 dotNet Nuget package to call the API functions.   Unsigned Document    Signed WebUI   Signed API

Hi Support team,I've received a shared file link. When I click on it, however, it goes to my home dashboard without any additional access to new folders/files. What's going on?For additional context - I created my profile via a Google quick sign-on integration. I can't create a password for my account now as an error bar pops up.Best, Vid

... and changing to online only is not working. What's the fix? Thanks!

A former employee was the root Owner of our Box account. That needs to be transferred to me. I have read various posts plus the manual, and it's still clear as mud to me how to accomplish this. I am still in touch with this former owner, but he has not accessed Box in years and does not remember any of his credentials.  What are my options?

We're having some instances where Box users internal to our network are getting an error when clicking email links to complete Box Sign requests. Any guidance as to possible cause? Thank you!

Hello, (1) When opening a shared link in a web browser, the thumbnails do not show in the grid view for any files (just the standard stock image of the file type) unless I login to my box account then the thumbnails start to appear. Is this by design? Or is there a setting I am missing to show thumbnails on shared links without the need to be logged in?   (2) Audio thumbnails don't seem to be working in either case.  The audio files have an embedded cover within the file but only the stock audio file type image shows in the grid view and thus no thumbnail present either when previewing. Thanks.

Hello, I'm unable to received my password reset email. It's not in my spam folder either Please assist. Thank you.

It seems and old problem has reared its ugly head again. I am have problems any links sent to me yet other people do not seem to have the same problem. Can you help resolve this?

I'm seeing "A Component Error has Occured!" message when I'm trying to edit a page in the Lightning App Builder."message: Uncaught Error in $A.getCallback() [Unexpected end of JSON input]Callback failed: apex://box.UIElementController/ACTION$downscopeToken"Component Descriptormarkup://box:UIElementUploadFilenamehttps://d4r000001w40muas.lightning.force.com/flexipageEditor/components/box/UIElementUpload.jsFunctionObject.evalLine 41 Column 37Stack TraceObject.eval()@https://d4r000001w40muas.lightning.force.com/flexipageEditor/components/box/UIElementUpload.js:41:37

Dear Box Support Team, I am writing to request assistance with an issue we've encountered while trying to use Box Shuttle for data migration from our server to Box. Problem Overview: We are attempting to migrate data and metadata from SharePoint running on Windows Server 2008 R2 to Box using the Box Shuttle application. During the installation process of Box Shuttle, we encountered a fatal error that is preventing us from proceeding. The error message reads as follows: Fatal error detectedError loading Python DLL 'C:\Program Files (x86)\Box\Box Shuttle\python39.dll'.LoadLibrary: The specified module could not be found.

Hi, Is there any possibility to delay the syncronization process when a new file is created or file modified by a time period, such as 60 seconds?

Can see files in folder but cannot preview them using Safari Version 16.4 (18615.1.26.11.23). Works in Firefox and Chrome. I'm using the latest embed widget. They were previously showing and I've done nothing to the embed code or the files. Constant rotating circle or the message "We’re sorry, the preview didn’t load. Please refresh the page." Refreshing doesn't work. Any help would be appreciated. 

I have tried to pay with different debit cards and the payment is not processed.

Despite having more than 30% of space available, we are receiving errors that we are unable to upload files because we are "out of storage space".  Additionally, our Tasks List will not load and members are receiving error messages.  Our company is unable to run day to day operations without Box, so needless to say this has been an major issue over the past 24 hours. 

Hi! I deleted a user <data redacted>and I lost all of his files, which I need access to desparately today.

Hello. My desired task is as follows. 1. I have an excel sheet with names of documents (E.g. WPS1, WPS2, WPS3 and so on). This excel sheet is stored in shared drive in BOX. 2. I have another shared BOX folder with the pdf of the documents. (E.g. WPS1.pdf, WPS2.pdf, WPS3.pdf and so on). 3. I want to prepare a clickable link in excel sheet so that it opens the pdf in shared drive.   Please help.  

I need to change the domain in my account as it will not let me change my email address associated with the account. It says "To add or modify domains in your account, contact support to open a ticket" but you cannot open a ticket nor is there any way to contact support. Help!