Support Forum

We have about 50 BOX users. As of yesterday, all access was fine. As of this morning, none of us can see any files at all. We have a mix of MACs and PCs. We are in various locations throughout the U.S. on different wireless networks and using different users. We can all log on, but no one can see any files. We are dead in the water without access to these files. We are missing contract and payroll deadlines as a result of this issue. I am desperate for assistance and can't figure out how to connect with anyone. Assistance is urgently required!  

As a non-Admin user on BOX, I can visit a file and see insights about that file (who has previewed, downloaded, etc). I am looking for the analog to that capability in a Custom Application. As a 'normal' user (authenticated with OAUTH2), I would like to get the Events for all users who have operated on a file.  If I can see the info on box, seems I should be able to get that same information via the API.   Is this capability there? I can sus it out using the User all event stream, but that is for the current user only, so not all that helpful.

Can you disable 2FA so he can be able to log in and set up again? Thank you!

My account storage quota states that it is not full, however, when I upload a file it tells me I have exceeded the quota.  I need it corrected as I have cleaned it out. I have requested this previously and apparently you need to clear the cache.   Can you please fix for me?

I set-up my account and I am logged in. However it is pending due to 2FA. I need an email for this and it tells me my email is not valid. I attempted to submit a ticket and that option does not seem to be available. Yes this is a paid account.  

When I enter my email address and password and try to log in with box drive, I get the message "Unable to connect to Box. There is no problem with the network. You have entered the correct email address and password. I can log in to box from my browser.How can I log in from box drive?

Hi, I getting this error:  Unknown field: box.BoxObject.CollaborationResponse.is_access_only Error is in expression '{!accessTokenRequest}' in component <apex:page> in page box:boxsection: (System Code)   Can someone help me with it? Thanks.

I recently had an issue with a couple of files not syncing to my Box Drive. I followed a support post to restart my computer, then I tried logging out and back into Box Drive. After I did this, my File Explorer crashed every time I tried to use it. If I'm logged in to Box Drive I don't see any of local directories in FE, and if I'm logged out FE works normally (except still need access to Box Drive). I've tried uninstalling and reinstalling, many reboots, etc. and nothing has worked yet. Please help!

I am now the admin of the account (I was not initially), and am trying to fix the folder structure of the account (starting by creating a 'Master' [root] folder and moving all folders there). I have a folder that I can access because I am an Editor in that folder, but I cannot move it as I am not the Owner (or Co-owner). The Owner of the folder is not contactable and has already been deleted as an External User. I see from other threads that I, as admin, should be able to log in as this user, make myself the co-owner, and then make the changes I need after that, but I can't find anything explaining how I do that (and can't see anything in the Admin Console). Also, is this still an option if the the user has been deleted?  

When attempting to switch over an existing user to a new user, I got the "email is invalid" message - and I know I put in a valid email. It seemed like this could be due to an account under that name having previously existed, but that it would be something you would have to check on you end. Can we get this checked to see if that is the case?

Dear Support Team, Need your assistance to reset the setting of the box mail. i deleted all incoming files however still it is showing storage is full. Awaiting for your prompt response.

Is there a server wide issue happening right now? I'm getting reports from my staff that they are not able to access their box directories on their machines. Also, when attempting to log into the browser version, sometimes the directories are loaded, other times the browser window is blank.

I am not able to add a user because "Email already used in a Box account but not associated with an enterprise."  The other box account was previously opened, and then deleted a week ago.  We need to add her to our organization account with her work email.

Even if I delete unnecessary files in the folder managed by this account and there is nothing in the folder, the storage capacity of 10.0GB may be used. Can you please take measures so that the storage capacity is displayed normally?

Hi, I have cloned the template folder to another name, then after 10 minutes+ I use Box Search API (https://api.box.com/2.0/search?query=NOT 'some random string'&ancestor_folder_ids='some ids') (1). But I can not find my folders even that string is generated by UUID. As I expect that I can search for all the folders and children of the children folders inside my parent folder (the result is not bigger than 200 records just around 50 records). If I use the query='name of folder' (2), It return the folder's info I need. After that My search result just have that folder with the first query. Can anybody explain me why this happened ?. And I how can I solved it. I ran into a big problem when It took too long to recursive all the folder inside a root folder with box. I figured out the solution that use API search to get All th

If I have shared links that dont have an expiration, is there an easy way to bulk expire them or adjust the settings without having to go into each one and change the setting? 

I see this is a global issue and it exists for years now.. My storage is exceeded (102% used), however my all files have not more that 20% of available space. Could you please run a magic script for me, to fix this issue? 

after uploading new ribbons, WORD open dialogue box "check if box is installed correctly" . it appears to be installed OK? but WORD add-ins don't work

I belong to an organisation with a Box account and they have provided links to documents using my organisational e-mail. I have tried to login to Box using that e-mail address and it says it has sent a verification e-mail.  I've tried resending multiple times, checking the Junk folder etc - it's just not coming through.  Help would be appreciated.

I am unable to complete a signature request.  After configuring my document, I am unable to send it because the Send box is greyed out, as though there is something undone or incomplete.  But I cannot determine what is missing that is preventing the SEND button from activating. 

Hello, I hade a lot of lyric files in my account and they dissapeard many monthes ago ... is the anyway to recover them? it was years of writing but the just disappeared.  let me know what I can do or if there is no way of recovering them ... Thank you Bob

Since updating to MacOS Sonoma, I cannot access my files in Box via Finder. When I go to the Box app, it appears to open, but then quickly gives me the error, "Something went wrong and Box Drive needs to quit." I can access my files via Box on the web, but this is extremely inconvenient. What do I need to do for Box Drive to work with MacOS Sonoma?

Perhaps I am the owner of that Box folder.Yesterday afternoon, I suddenly lost access to it. Other users cannot access it as well.The access history is also not displayed.The owner is not terminated and there is no evidence of deletion to the trash.What else could be the reason ?

I cannot access the link in the invitation email.

My collaborators and I are no longer able to work on pdf files simultaneously. While in the past the single file version would be updated with all changes by all collaborators, now it appears that multiple collaborators have to save a copy of the file with their changes. It this an issue of upgrading adobe package separately?