Support Forum

I am working on a MacBook Air M1, 2020.  I have downloaded Box Drive for Mac before but about a month ago deleted the app as I wasn’t using it and wanted to free up space on my Mac (which there is plenty of storage available).  I now need to use Box for personal and work purposes.  I have a personal account.  I want to download and use Box Drive for Mac to gain easier access to files on my Mac.  I download the software from Box’s website, the installer starts, but gets stuck on the last step (I forge the name of the step) and cancels/states it cannot download the app (no reason is provided).  I do not have any “special” software that prevents me from downloading apps off the internet.  Please let me know why I cannot download this software app and what I need to do to rectify it. 

I have a business plan account and cannot create a support ticket.  I clicked on everything for a long time and I can only reach the support forum.   I tried everything I found on the support forum and still cannot connect to create a support ticket.  If anyone can please assist me. 

First, I know Box does not support Mac aliases or Windows shortcuts, but up until 2.24.x they left those files alone. Users were able to create and use aliases/shortcuts on their local devices. I use Mac aliases to organize groups of files located in a master directory. It's important to my workflow.   Since the last Box Drive update on my Mac OS (Box Drive 2.24.193) my Mac will not open original files using an alias if the original file is in my Box drive. An alias file can be successfully created on my Mac in my Box drive, but the sync process changes something about the file that makes it unusable. Aliases created in a directory outside of my Box drive work fine. The Box sync does something on the Mac to the alias file to make it unusable on the Mac.   Box sup

I have set up unlimited storage for my co-admin on Business Plus account, but when he opens the settings, he faces the limitation of 1 tb. I have manually changed his storage to unlimited, then to 4 tb, but nothing changed, he still sees only 1 tb limitation. What should we do?

I tried to change my BOX account, but changing the email address didn't work and I accidentally deleted one account.I apologize for the inconvenience, but I would like to request restoration.Thank you in advance for your assistance.

I have authenticated the domain via TXT in DNS.  This was done last Wednesday.  I am still unable to add two users who previously registered with Box.com as free accounts.  I get the default message that the user already exists - " Email already used in a Box account but not associated with an enterprise".  When I go to the External Users list - neither External Users nor Unmanaged Users has them listed.  I need to get these two users added asap.  Thanks.

Is it possible to drag and drop individual files from one “File and Folders” block to another “Files and Folders” block on the same page? This seems like basic organizational functionality and I was told previously that this was possible but it...does not seem to be possible unless there’s some step that I’m missing. 

We attempted to provision a new user via our IdP (Okta) and got an error that a user with that email already exists. However, when we go to the Admin Console > Users & Groups > Unmanaged Users, they are not listed, so we can't convert the account.

I have an individual who cannot open excel files in box. He can open all other files, just not the excel. He has tried deleting app and reinstalling, opening on multiple devices (phone, ipad or laptop) without any success. Any advise how to correct would be great.

So I'm not sure if anything has changed in BOX that would allow us to share with people outside our account. Parent folder(let's say this specialized group)(downloadable) class projects (Download privileges) videos(with viewing privileges only) So would there be a way to give the group the parent folder share, so that we wouldn't have to provide multiple links  I wished there was a way to override the parent's waterfall affect though so we could single out. 

I believe a Box account in my organization has been compromised. I need assistance in validating it as a received a very suspicious email from one of my organization’s Box.com folders.

We can’t upload download anything from Box Web App or Box Drive. Is there any issues on the platform?

I had an external user that had edit access to a folder for collaboration. Recently, they lost access without my doing. I have tried resharing the folder with them multiple times, but they don’t ever get the invite. They have checked their email providers quarantine section and they are not there either. They just don’t seem to be getting sent.

I have not seen an answer to this question.  How do I view tracked changes within the document?  I see my Box Notes - but there are no notes regarding an edit that was made.

After losing my connection to Box when I got a new phone, I was reconnected, but most of the files and folders I had access to have disappeared. I was also just invited to view a shared file, and when I click on the link in the invitation it leads to the list of files available to me but not the new file. I asked colleagues to remove and reinstate my access to files where they can see I have access, but that did nothing. Those files are still missing from my list. Worst of all, there’s no way that I can find to request help from Box. 

Hi, I tried to setup SSO with Azure but something went wrong, now I can´t change the IdP or any configuration, the error message says "An error occurred while creating SSO connection", "Please contact Box User Services". How can I clean this config?

I access two different Box instances for two different companies, Company A and Company B. My Box account username is my Company A email address. Company A uses Box Discovery. I can login to the Company A box instance normally. (After I go past the “Part of Company A?” → click “Continue” page, box Discovery will pull up Company A’s SSO login and I am able to access the Company A box.) when I try to access the Company B Box I have a problem. When I get to the “Part of Company B?” -> click “Not Part of Company B”, The next page that loads prompts me to enter my box account email address. I enter my “ [removed by moderator] ” username and click continue which I expect will take me to the “enter password” page. Instead, when I click continue, Box Discovery redirects me to the Company A SSO login. I am not asked to remain on the Company B instance, and am never able to access the Company B Box as I am always redirected to the “Company A” Box by Box discove

Per ongeluk heb ik een map “foto’s” verwijderd van 9GB. Bij herstellen krijg ik de foutcode: “Onvoldoende ruimte in uw account om deze actie te voltooien”Ik heb alles verwijderd uit mijn box en deze zou 10Gb groot zijn. Hoe krijg ik deze terug!!  Help me aub

I create a folder and share it with a partner, but he can see it in grey color whilst I see it in blue color. But when he creates and shares the folder with me then he sees it in blue and I see it in grey as if it's not shared. All the content inside is visible to both, but the color just shows as if it's not properly shared. what can we do in this situation? 

I can’t find the download link for Boxsync anywhere, is it removed?The Box Drive is very problematic and I don’t think the develop design it for the enterprise usage. I stored all files on box which are grouped in different folder for different client. When I work with one client, I want only the folder for that client to be synced. But Box drive download THE WHOLE drive instead. I am suprised the box seems never thinking about the security and privacy which is the huge concern for enterprise customer moving from on-premisis storage to cloud storage.

Hi all, I recently generated a large number of files in my Box drive to be uploaded to the Box web browser (I know this was not the best idea). In trying to find a way to speed up the upload process, I paused the upload by logging out of Box drive on my computer and making sure to save the files waiting to be uploaded.  These files to be uploaded saved to the C drive. I have logged back into Box drive now and want to restart the upload. It did not automatically start and I was able to copy and paste some files into folders to be uploaded, but the problem is that for a large number of these files, they do not have folder names in the file name so I have no clue which folders they go in. I was hoping that when I logged out and saved the folders, Box would somehow save the mapping for the files to know which folders they go in. Is this not the case? Am I basically out of luck for getting these files to upload to Box? Thank you!

Our user can log in to Box normally but All Files shows completely empty. We have confirmed: - Correct email is used - Permissions are correctly assigned and re-shared - No filters applied - Other accounts can see the folders normally - Clearing cache/cookies, different browsers, different devices all have no effect This appears to match Box known issues regarding corrupted file/folder index for the user. Please run the script to repair the user's account index (storage count / folder map).User email: <personal information removed>

One of our vendors does not seem to have access to edit any folders across the board.  They can download files but can’t upload anything either.  We are not sure if it is because they are not a US based company/IP.  How can we solve this?

やあみんな、Box管理コンソールからプロビジョニング済みユーザーのメールアドレスを変更しようとしています。しかし、添付のスクリーンショットにあるように、メールアドレスのテキストボックスが無効/グレー表示になっており、何も入力できません。明確にするために言うと、画像に表示されているメール アドレスはプライバシー保護のためのダミーですが、実際のユーザーは有効なメール アドレスを持っており、すでに 1 回ログインに成功しています。管理者としてメールアドレスを更新できるように、この問題を解決する方法をご存知の方はいらっしゃいますか？アドバイスをいただければ幸いです。ありがとう。

Hi, I have not been receiving Box Notification emails for the past couple of days. How do I resolve this issue? Best,Sripriya