Support Forum

I am trying to open up a large pdf document on my iPad. Recently attempting to open this document results in the app becoming frozen. It starts to open it and then locks up and you cannot make any selections nor ‘x’ out of the document. When you restart the app it goes automatically to the last attempted open document and gets frozen again. The only way out of this seems to be removing the document from Box on another device. However when I put the document back in and try to open on iPad the same thing happens. Others in my organization are having this issue as well. It does NOT happen on laptop/macbook- only on ipad and iphone. 

Please cancel whatever I signed up for (I’m crying)  

It appears that a user somehow deleted files exactly one month ago. I do not see any of those files in our Trash, and I am concerned that they may already be permanently deleted. How do I restore these ASAP? Please help! Thank you!

Im no longer unable to share links as of today, that makes box 0 useful  Fix it !!

I had 2-factor authentication enabled and chose to be sent a text message with a code to allow access. Recently, I have not been sent a text or prompted to enter a code. I attempted to disable 2FA and reenable it with a new authentication method. Even after doing this, I was not provided with a prompt for a code to log on 

One of our customers doesn’t have access anymore to the project nor can she reset her password for two days. She doesn’t receive the emails. Can anyone check on the ticket I send?Case: #3567626 Thanks in advance

## Environment- **macOS**: Apple Silicon (M-series)- **Workflow**: MATLAB accessing (FieldTrip) functions stored in Box Drive (cloud-only / streaming mode)---## ProblemAfter restart, Box Drive causes `fileproviderd` to use high amount of CPU (100%) that makes **all Finder file operations hang indefinitely** — including copy/paste, and any application (e.g. MATLAB) that reads files stored in Box Drive.---## My guess `streem` (Box's internal sync engine) launching with `--folder-prefetch-depth 1`, might cause it to enumerate all folders at startup, which might flood `fileproviderd` with dozens of enumerator requests per second. ## Terminal Diagnostics(base) ***@mac ~ % log stream --predicate 'process == "fileproviderd" AND eventMessage CONTAINS "box"' --level defaultFiltering the log data using "process == "fileproviderd" AND composedMessage CONTAINS "box""Timestamp Thread Type Activity PID

Hello,It has been a few years since Windows 11 is widely used, but since at least 3 years that I am using box.com for work on my Windows 11 laptop, every time I need to do anything box related with file that I have on box, via Windows File explorer and Box.com integration, I always need to right click a file once to see normal (modern? I guess) context menu of a file, and then click “Show more options” to see “old skool” context menu, and Box.com shortcuts are only available there. I’ve experienced many apps that embraced the change, and made their app’s shortcuts also available in the “modern” context menu of a file in Windows Explorer (take NanaZip for example). But Box.com didn’t. Box.com shortucts remain available only from old style context menu, which requires an extra step from a user to get access to them.

I am trying to link a different email address so that I can make it the primary. However, I get an error message saying there was an error wile trying to add [removed by moderator] to your account. It doesn't matter what email address I try to use, it gives the same error.

Hi team,My work group is on an Enterprise plan but several members are receiving “Account storage limit reached” error messages when trying to upload files. Any ideas how to fix this? 

We are currently unable to access our folders in Box.com today. When opening Box, the page loads but displays the message: “Oops! We can’t seem to find the page you’re looking for.”The issue appears to affect folder access, and the Collections section also shows “Failed to load Collections.” We are unable to proceed with accessing the required files and folders for our work.Kindly check if there is an ongoing Box.com service issue or account/folder access problem. it was working earlier about 7:30pm EST. but now when im validating through the shared link, im getting this error. 

The last update has caused no end of troubles for us.  When we click on the Name to organize A-Z or Z-A it only works part of the time.  When we try to copy a group of folders from one file to another, half the docuements don’t get moved.  Is anyone else having the same issues?Why move the back button?

Hi, I have 3 folders that I am an “editor” on. The “owner” of each of these 3 folders has since left our firm and no longer has access to the email address associated with his box account so he is unable to login to his box.com account and give me “owner” access. Additionally, my box account is not associated with a company/admin account, so there’s no one internally at our company who can help with this. How can I get myself as the “owner” of these client folders?

BOXのアプリをインストールして、エクスプローラーでBOX内のフォルダを開いてデスクトップからデータをドラッグ＆ドロップでアップロードするとデスクトップの元データが消えて移動になってしまいます。本当はデスクトップとBOXとでそれぞれ同じデータが残るようにコピーとしてアップロードしたいのですができません。どこの設定を変更したらいいのでしょうか？教えてください。 動作環境はWindows11です。

Hello, Our company is undergoing an industry accreditation audit that requires our files be backed up in more than one place. We currently use Box as our only file storage.  What is the best way to automatically back up our Box data on a schedule to another cloud provider (currently looking at Azure Blob storage but would consider an AWS option). In my search thus far, I don't see much information regarding getting information OUT of box for this purpose. Can someone help with ideas? Thanks in advance.

I’m having a problem with Box Hubs where if I make the hub public and create a shared link, non-logged in users only see a default placeholder instead of the image thumbnail for any images added to the hub.This doesn’t make a lot of sense, since they’re still able to download the full sized image and see the full preview if they click on it. So why restrict the thumbnails, which are kind of a crucial aspect of sharing a content portal to non-users?Logged in users do see the thumbnails, but I need everyone to see them.

I recieve an error message when tryin gto open tasks and notifications: I also get an error message stating that My collections fail to load: This issue occurs on Google Crome, MS Edge and Firfox as well as on the Apple mobile App. I have cleared cache, and restarted. Nothing fixes this issue.  

メールで送られてきた資料のダウンロード先URLを開いても、お探しのページを見つかりません。と表記され、過去に提出した資料等も消えています。 確認方法を教えてください。  

Hi I'm an admin in Box for where I work I was trying to create 3 accounts (We have enough licenses) I created 2 OK the third I got an exclamation mark next to the email address with the following error - Email already used in a box account but not associated with an enterprise - I searched the email address but couldn't find an account 

In order to avoid uploading files not to be shared with others, I’m looking for how to set a confirmation screen or comments to double checking what I’m going to share before file upload.

I pay for the Enterprise plan which includes unlimited storage. I am the admin and I own the account. I am now not able to upload anything because it says my storage is full. This is obviously an issue on Box’s end. Please help! 

I use Box through my work to view media files.  A colleague from an external organisation has sent me an invitation to collaborate on a folder.  I’ve received an email with a link but when I click the link it wants me to sign up to a new box account. If I sign into my existing account via the link there is no folder showing, there are no pending invitations and in fact I cannot even see any reference to shared files anywhere. This is an extremely time sensitive matter (as in needs resolved now) required for court proceedings.

Hi, I’m using Box to display some assets but the preview only seems to show these for assets under 500 MB. Is there a way this setting can be changed so that all thumbnail previews are showing? Thanks.

I deleted file on May 4, 2026 and restored file on May 5, 2026 but it seemed the restored file arn’t fully restore. They appear only the folder but what within the folder are fully disappear and I set the file to be automated deleted for 30 days.My capacity is not full anymore. Please help with this issue.

Excuse me!I’ve had a problem with BOX reset. Is there a way or any instruction that can help me cancel this action. I’ve got stuck with this status for 2 hours after exiting BOX for unintentionally command synchronizing of other folders, which contains more than 300GB data.