Support Forum

First as a new user let me tell you how frustrating it is to have to wade through so much online content to find that you can’t get the answer you want and you have to go through hell just to get a question to someone. Perhaps online chat or pay for support. I signed up yesterday. I have a 3 user license although I am the only user until I finish evaluation. I activated Box AI on the Admin console. But box AI is not icon is not on my home page and I don’t see how to activate or use it. I paid $1800 yesterday for a 3 person license. I did that because that was the minimum I believed I could spend to do a full evaluation. Help me get started. I am lost wading through all of these support conversations and I can’t see how to quickly get to a person. And, even the choices below about which drop down options to choose are meaning less when you know as little as I do

Hi..I`m not able to see multiple sub-folders within a folder while few are still present there. No one has deleted any folder or file from there. Trash folder has also been checked but nothing is there. \ Please do the needful to restore my missing folders. https://ibm.ent.box.com/folder/ [removed by moderator] Thanks, Randhir

Our Box account was recently administered by a user ending in “@relateddomain.com” and had access to all of the admin settings in Box. This was one of the proxy addresses for that user in our Entra tenant.After enabling SSO and provisioning, the user associated with that “@relateddomain.com” email address was provisioned by into Box by Entra as a separate user. However, their UserPrincipalName ends in “@maindomain.com” which forces the SSO login workflow. Currently, when our admin tries to login to the initial “@relateddomain.com” address he is able to use the user:password method, but once the user:pass is verified it seems like the SAML login workflow is followed and he is instead logged in to the other provisioned account with less admin rights. This happens in an Incognito browser as well. This effectively means we cannot reach the settings to allow any users to bypass SSO or disable it entirely. How can we regain access to our admin settings

How Can I recover deleted trash?

New user and encountering issues right off the back... any assistance will be helpful.  

Good afternoon,I believe my email address has been added to the suppression list. Could you please assist?

I am trying to get a report of folders that were historically shared and accessed by external users.

I am trying to get a report of folders that were historically shared and accessed by external users. The users have been removed now from sharing. However we wish to understand whom we gave access to when in the past and what those people accessed. Is it possible to get a report on this if we wanted for a Box Folder?

hi. i changed my password using mail link but i can not access my acount.

Hello,  While trying to access the below Box link meant for IBM new employees update Bank Declaration, National ID and Tax Regime, I am seeing the below error (also, image attached) on the webpage and unable to proceed. https://ibm.ent.box.com/s/zk357sou3lhntxbso273af8zvj2bytzs  Request you to kindly look into this issue and provide a solution on priority. Thanks,Lalit

Is it possible to force users to open a shared link via the online version of Excel vs. via their desktop?  I am going to have multiple people updating a document at the same time and want all changes saved in real-time which is what happens when a document is opened in an online version   Thank you! 

Hello, I signed up via Google SSO and when I try to change my password (I currently have no password) to access a file that requires a strong password, I repeatedly get an error message. This occurs on both Safari and Chrome. I am unable to set up my password. Please help. Thank you.

I have just enabled the 2FA in my account but the backup codes won't generate due to an error. I have tried several times and there is no way to get the codes.

削除したアカウントが所有しているファイルが閲覧できなくなりました。復元するためにはどうすればよいでしょうか。 削除したアカウントが所有しているファイルの中でも、閲覧できるものとできないものがあります。

Hi,I reached my 10 GB storage limit on Box, so I upgraded my account.Before upgrading, I was close to the 10 GB limit.However, after the upgrade, the Box web interface shows:Storage Used: 144 B of 100 GBThis is strange because I definitely had several gigabytes stored before the upgrade. At the same time, Box Drive still shows “out of space” and won’t let me save or sync files — as if I’m still at the old 10 GB limit.To try to fix it, I have already: Logged out and back in Restarted Box Drive and the computer Verified local disk space is fine But the issue persists.It seems like: My stored data is not being counted or displayed correctly on the web interface, and Box Drive is still enforcing the old 10 GB limit, despite the upgrade. Could you please help refresh my accou

since its a hellscape FPS venture to try and get DIRECTLY to actual support humans to give a short quick answer, I have to come to the community… I log into my account via a fairly new M3 chip macintosh and newest Firefox browser.Sadly am not using VPN on it yet.Doesnt matter, I can browse my own Box files.I finally find the one I want and click download, but get sent into an endless mind burning loop of Username, password, Username, password, Username, password, Username, password, and so on. I never restricted myself from downloading my own files.Something changed NOT ON MY END since the last time I logged in, that Box didnt send an auto Ai Generated email warning me to take care of as they changed something/anything. Has anyone else managed to get around the stupid endless looping of re-logging in just to download a file you already found after already logging in?

I have been sent time sensitive information through Box that I cannot access.  Box does not recognize my 20 year old email forcing me to use my gmail back up. When I try to download through my usual email, it says that records are not found.  All help appreciated. Genuinely would prefer to speak to a live human being to solve this problem. Thank you.

I have recently changed my phone. However, I have updated my authenticator app without transferring the data from my previous phone. Therefore, the code generated by the new auth app never matches 2FA. How can I reset 2FA?

Please update Box Drive to support longer file paths. Box Drive is relying on File Explorer legacy limits rather than Windows Operating System limits. We can create and access files with well over 350 character paths on the web interface and iOS Box app. Box needs to open up the Box Drive app for Windows. Using an alternative file browser (i.e. Directory Opus) can bypass the legacy limit of File Explorer on Windows.

I have been struggling with this issue for years, and cannot seem to resolve it. When I have an invited collaborator make a box note in their folder, I cannot view it. it says that the hide collaborator’s feature is on and you cannot view it because of that.  However, when I go to the folder settings, the option to turn that feature off is grayed out. I have looked in enterprise settings, content and sharing, within the sub folder, parent folder, everywhere. Can someone please help me figure out how to turn this off so we can read notes?  

I’m obviously not the first person to experience the search function not working.  I clearly have a file in my Box account with the word “budget” in the title. When I type “budget” in the search bar, nothing shows up. I’ve tried other search terms that should work and they don’t.  These files have been in my account for days and I haven't touched them and the search is still not working. They are spreadsheets and word docs, not PDFs.  Please help me fix this. The search is completely nonfunctional at this point. This is the main barrier preventing me from recommending Box to my entire team.   

Hi, We've been experiencing an upload issue recently while uploading many folders in bulk. for example. we are uploading 10 folders with 1000 files. 100 files/folder. The upload was finished, and 10 folders were created, but only some of the folders had files inside them. The final result will be 10 folders and 300s files. most of the created folders are empty.We have checked our firewalls, and tested on many computers and can't get different results.

I get this error with the a download button, “This preview didn’t load because the file type is unsupported. Please try to open or download the file to view.”I’ve downloaded the file and it doesn’t open.I’ve made the browser extension changes recommended and nothing happens.Help!

I am a newbie.  I would like to migrate data from existing Citrix/sharefile system.  Box documentation says that I should contact support to get access to the feature.  This moves me into a circle of hell without exit.  Each time try to contact support I am placed in the forum and I am told to log in and then I am placed back in the forum.  Suggestions?

I’ve run Box for several years.  Sometimes, I’m unable to open Word even though Box Tools is installed.  I’ve always figured out a way -- refresh, restart, reinstall -- but today, nothing is working -- the final choice, install again, failed..  So, I’m unable to access my Box documents.  No reason to keep my account if I can’t access my documents.  Anyone able to help?