Support Forum

I need a backup code for when I don't have my MFA nearby.  When I try to generate my one time code I get the following error message There was an error while generating account backup codes. Please try again. I have tried several times.   

I'm an administrator, but I'm getting the error "Your administrator has restricted use of this application." What should I do?

As of a few days ago we started receiving a File Has Been Moved popup in Box Drive when opening and working on Excel files - the issue seems to be affecting several of our users. Has anyone else experienced this?

I keep receiving error messages related to a couple of folders every time there's an update to Box, but I've got used to ignoring them.  The error message that's really annoying is one I receive about failed file uploads (which can be to any Box folder). For example, I just received this warning message: I only show the minimized window because the file names may have confidential details.  But when I look in the Box folder, the files are there and I can open them. It doesn't matter how many times I click the "Try Again" button, Box still tells me that the files failed to upload .... and yet they are there and able to be opened, edited and saved.  Unfortunately, I don't seem to be able to find instructions on how to clear the error message.  If there any way to do this, apart from logging out of Box and then logging back in again?

Receiving message “You cannot move this folder because either this folder or the destination folder is locked by another operation.” We have had this Box account for many years and have never received this message when moving folders - until a few days ago. I cannot copy the folder either - Similiar message received. There is no visible lock on either the source or destination folders.We see online: “To fix it, wait for the operation to finish, close all related Box applications and processes” We’ve followed those steps to no avail.We have plenty of space/GB available.I see that this message from November 10th: “Critical Issues with Multiple Box Services...Impacting Box Web Application and Public APIs.” This is aroudn the same time we started experiencing this problem. Could this be related to our issue?Further, we see no way to submit a Trouble Ticket on Box site!Please advise.

“Ticket Submission: I’m trying to upgrade to the Business plan with a 50GB upload limit, but I’m encountering an error. As I am located in Korea, a phone call is difficult. Your assistance with this issue would be greatly appreciated.”

Hello, I have 2 hard drives on my PC. The C drive almost Full and the D drive which is empty.I want the BOX files changed location from C drive to D drive because I have not any free disk space in the C drive.Is It possible to do something like that?And if yes, how can I safely migrate my data they are almost 90GB.Thank you

HELP:! I’ve just accidentally deleted a folder on my Mac by using the bloody “New folder in..” finder option.The whole folder is now gone. However, I just NEED the PowerPOoiint files that were in it. I guess they must be in the Box history somewhere (it happended less than one hour ago).Can you help me please?????

I cannot install the new version of Box. I previously used an older version of Box, but I accidentally deleted it. To completely remove any traces of the old Box installation, I deleted the related registry keys and all hidden files.However, when I attempt to install the new version, the installer still recognizes that Box was previously installed—although I’m not sure where the information is stored—and it prompts me for the old installer file “Box.2.41.224.msi.”If possible, I would greatly appreciate it if you could provide this Box.2.41.224.msi file. Alternatively, any guidance on how to resolve this issue would be extremely helpful.

I am using a box.sync for a long time. Today I found that the files that I was using on my PC dissapeared. I saw them online via web browser, but after a while the files disappeared from the server too. How to get them back?

I have used box drive instead of box sync for years. I need to be able to search for and delete multiple *.pdf files from a folder with multiple sub folders. the box app search window is unacceptable for this purpose.  I noticed that this function was "broken" on my home pc. The box drive link on your website gives link to download  box-x64.exe. I deleted the existing box application from my windows 10 64 pc and installed box-x64.exe. It is acting like box sync with cloud icons on all my files. search from windows explorer is broken.    question: is there a workaround or do I need to find a new cloud service?    thanks.

Why doesn't box search for sub-folders in Windows 11 File Explorer. This is a key part of my job as I use Windows 11 to share our shared document with my supervisors and the company executives. I need to be able to use File Explorer as it lets me quickly open PDF to merge documents. I can use the preview pane to quickly look at a document and know what needs to be altered. I can also use the preview pane to quickly rename files based on company naming conventions that we must follow. Not being able to search subfolders is inconvenient and having to use the box web search or the box drive search is inconvenient. I'm a freelance employee, so I move around from company to company, and often times the company already has there drive set up and I would install whatever desktop version they have to my computer for easiest access of files for a couple of the above mentioned reasons. I have used google drive, and drop box. Both these shared drives allow me to search sub-folders within the d

Hi, we’re currently setting up our sandbox to mirror our prod environment, and we have the Box for Microsoft Office (Desktop) integration excluded from one of our prod Box shield rules.We tried configuring this in sandbox and noticed it was not showing when we were attempting to search for it in the Box shield rule exclusion.  I then tried searching in sandbox integrations to see if I could configure it but it didn’t show up.  Same for prod.Does anyone have any suggestions?I was able to see it under my user account’s integrations but when opening under my admin account I don’t see the Availability Status/Configuration options that I see with other integrations.Here’s what I see when opening with my admin account using the user account’s integration link:  

My account say im full of data but my folders are half of te size or less about 30 gb of 50 but say i have 59 exceede!

Current clients are not able to upload data. we tried it internally and its the same issue, getting stuck on the uploading stream. 

BOx notification not working for a user and did not find the user in suppression list either. Submit a support case option is no longer showing up. Need some help pls.   

While trying to access a box link which was previously accessible to me, I am not able to access the link and get an error page (screenshot is attached below). I think the owner is no longer part of the organization to confirm on the document. Could you please help to check how we can get the access to the document back?  

I need to remove box governance from my subscription before I pay the most recent invoice.  

I received an email saying that “We have detected a significant increase in bandwidth use that exceeds the bandwidth limitations set forth in our Fair Use Policy”. I am confident that I have not used box enough to exceed my bandwidth limitation so I am wondering why I am receiving this message?

i am unable to add an additional email so i can change it to my primary.  <image redacted containing personal information>please allow me to change the email or I will have to cancel the service.Also, how do I get the signed contracts to auto forward to my email?Thanks!

Received this Popup. "Unfortunately you will have to manually upgrade to the newer release once this issue i resolved. Please report this issue to the Box User Services Team." Could not find Box Users Services Team.  What do I do -uninstall & re-install. Why can I not access the box folders that were also saved on the PC? There is no Box folder anywhere.

I'm using Box Drive for Windows. I tried logging out and logging back in, butI got a pop-up message saying "Unable to Connect to Box" and couldn't log in.I can log in to Box using a web browser.I tried uninstalling and reinstalling Box Drive for Windows, but I still can't log in.Could you please support me?

After completing the Microsoft Entra ID integration setup, I can no longer log in using the account registered during the contract (xxxx@gmail.com).I can log in to Box using the account registered with Microsoft Entra ID (xxxx@xxx.onmicrosoft.com).When I attempt to log in with the account registered during contract setup, I am redirected to the Microsoft authentication screen.The account registered during contract setup is not registered with Microsoft Entra ID.Since the administrator only has the account registered during contract setup, what configuration is required to enable login using that account?

we have been getting this error on 3 accounts over the last 2 months.  its every word, or excel document we try and open from the box.com website to our local Word or Excel app.  cleaned and reset Chrome to defaults.  added box.com to the safe list in Chrome reinstalled Box Tools if we download the file and open in Word or Excel we do not get the error. all same result, does anyone have direction to resolve this issue. I have screen shots of the error messages as well.