Support Forum

I cannot logon to Box because 6 digit code from Microsoft Authenticator app is invalid. 

I signed up for business plus account and all I get for support is this silly forum. Is this really it?

My box reports 384.1 MB of 10.0 used even after deleting all files and folders along with emptying the trash. Please fix the issue.

Hello! I have a user on MacOS Catalina, which is the newest OS they can run. They are receiving the error 'cannot access uninitialized variable' when trying to preview documents in Box when the user is using Safari. This error does not pull up when looking at the website on Chrome. We've tried clearing the cookies/cache/history, ensuring Safari is fully up to date, and no plug-ins are enabled (that I can see). Not sure what else to do. The Chrome workaround is okay, but my user would prefer to use Safari.

I am attempting to add an external user to collaborate in a folder and receiving an error that the user is deactivated. Please assist asap!

Hi Box, After removing files from my free account the free storage is showing the incorrect free space please check and fix. thanks Diana

Dear All, I have a business plus account iwth no limit of storage. However, I faced issues with up-loading files for which the total size is 885GB. Can you please, confirm that the size is suitable with the allowed storage and kindly provide assistance to solve the issue? Thank you Cristina

Hi, I am testing a simple python app leveraging oauth 2.0 client credentials grant, described here: https://github.com/box/box-python-sdk/blob/main/docs/usage/authentication.md#client-credentials-grant. auth = CCGAuth( client_id="YOUR_CLIENT_ID", client_secret="YOUR_CLIENT_SECRET", enterprise_id="YOUR_ENETRPRISE_ID" )  client = Client(auth) print(f'Id of the authenticated user is: {client.user().get().id}') The app is configured as 'client credentials grant(server authentication)', scoped to 'app access only'. App is authorized and enabled. Getting error,   boxsdk.exception

I keep getting errors when using Box for the last couple of months. At random times I have to logout and log back in and get the below errors when I try and open a folder. I use Chrome browser, I have tested on others and its the same. My iPad application works fine.   

I am trying to organize my folders by name with the following syntax "A-1", "A-2" all the way through "A-99". When get up to "A-10", "A-2" is then listed after "A-10" because of the formatting. I tried to get around this by naming the files "1 - A-1" etc. but this same problem still persists. Please advise asap. 

Some collaborators were added as external users and some were added as Managed Users even when they are from the same domain. How can I move some of the managed users to the external users? How can i prevent some users to be added in managed users? In addition, can I be notified if a managed users is added ? Regards,  Arnaud

First install of Box app on macOS 14.5 (23F79) fails:```➜  ~ /Applications/Box.app/Contents/MacOS/BoxTraceback (most recent call last):  File "/Applications/Box.app/Contents/Resources/__boot__.py", line 144, in <module>    _fixup_pkg_resources()  File "/Applications/Box.app/Contents/Resources/__boot__.py", line 142, in _fixup_pkg_resources    list(map(pkg_resources.working_set.add_entry, sys.path))  File "/Applications/Box.app/Contents/Resources/lib/python3.11/pkg_resources/__init__.py", line 608, in add_entry    for dist in find_distributions(entry, True):  File "/Applications/Box.app/Contents/Resources/__boot__.py", line 126, in find_eggs_in_zip    yield Distribution.from_filename(path_item, metadata=metadata)          ^^^^^^^^^^^^NameError: name 'Distribution' is not defined2024-06-07 17:37:34.050 Box[78323:2982499] Launch error2024-06-07 17:37:34.050 Box[78323:2982499] Launch er

Dear sirs I need your help to recover 2 users and their files that I deleted by mistake these 2 users are: <personal informaton-redacted> <personal informaton-redacted>   Could you help me to recover these users and their files, please? Thank you!  

Hi! I am a student at CMU. We get free box storage of 1TB. I was just wondering if the admin on the account can see the content I store in the cloud? I believe it is an enterprise account. 

I created a free account with <personal information-redacted> and then deleted the account. <personal information-redacted> has been trying to add victor to our enterprise account but it keeps showing that email is in use, could you please get with Scott to help out to add victor to our Account ? Thanks.

The system won't allow me to update this folder.  The individuals I invited to this folder by link cannot access the information in the folder.    

If I attempt to download a file I am viewing in the file viewer, the Android Box app becomes unresponsive. Eventually the OS asks if I want to wait or close the app.

I was not given the option to pay for a monthly account, so I was forced to pay hundreds of dollars up front. I only need Box for 1 month, and would like a refund for any charges past that.

Case: #3109588 I sent many emails regarding this problem. My last email was on 13th June 2024 but still, there is no reply or solution. Please look into this matter.

Hello,I'm trying to setup a policy to remove items after a period of time. I'm using the Governance page to create a policy.I already have a policy to retain data for 15 years.I need to delete items in a folder after 14 days.I'm confused about how the policies will work out if I need to retain but delete at the same time.The options in the menu aren't described well enough to tell me this.The wording in the policy for Disposition sure could use some work.  I have Noneor Permananet Delete.   Does permanent delete just move to recycle bin and items will still be retained?  The word permanent isn't helpful.

Hi! Just started to experiment with Box Drive and work locally while synching to the cloud. So far it's been better than I expected. One thing I noticed is that when I export a new PDF from an InDesign file, on Box.com there are 2 versions of this PDF. This is undesirable behaviour and will cause confusion. Anyone know how to prevent this? Thanks!

After multiple attempts and upgrading my account, I still can not access a shared link sent by a large enterprise client of Box. I have received multiple invitations to collaborate, share links, and they have worked with their internal IT teams.  "Oops! We can't seem to find the page you're looking for." ^^ This is the unhelpful message my whole team gets. I need to submit a support case to give you the details.

アップグレードしたせいか？パスワードを変更したせいか？フォルダ・データがなくなりました。どうしたらよいですか？

Hello I deleted many files but my box account , but the storage bar indicator does not reduce . Please help.. Thank You

Hi, I´m getting an error when trying to delete some of the external users from the business account. The common ground for those who "can´t be deleted" is that there are no information within the fields "Date added" and "Collaborations". I´m also not able to view their details for further diagnostics, as an error message appears there:  "Apologies, we were unable to load this page. Please refresh the page or try again later." Could you please advise? I talked about 8 users to be deleted. Thank you for the support. Petr