Support Forum

Good morning. Somehow while trying different ways to sync my content I ended up with 2 parallel sets of files with almost the same files in them. My intention is to select the one I want to keep, which seems to not be the one being synced now and empty everything else in my files and in the cloud. I would then reupload all those files. Can you please tell me how can I totally empty the content of the cloud and re-point the files to the ones in my system to start from 0? Thanks

I have been using BOX for several years. Since last week I have been unable to upload PPT files. The issue only happens with PPT extension. All other files are uploading normally. Could anyone give me a hint of what to do? Thanks.

The previous project manager is still listed as the Owner of Box Account and I was added as the Co-owner by her (incoming Project Owner). I’m unable to change my status to Owner and delete the previous manager’s name. Please help.

HiThis has started to happen and is causing me a big problem.In Box Drive I can’t rename documents, it just reverts back to the original name.Also, and maybe even more problematic, when I try to open certain files, pdfs, it opens a new window of an msn home page, not the pdf I’m wanting to see. It does not do it to all pdfs. In Box Live though, it lets me rename documents and when I click on the same pdfs, they open fine, so the issue is in box drive I think/or that and my laptop linking with it but this has never happened before. Help would be much appreciated asap please.Thank youEmma

I signed up for a Box Enterprise trial with my primary email. I am getting the helpful tip emails but the confirmation email never arrives. I have tried sending many times, and checked junk and quarantine. I can see from an Exchange message trace that this email is not getting to us.I was able to get around this my doing a password reset and now I can log in. However, for certain setting changes I am bring asked for a 2 step authentication code which is being sent by email, which I am also not receiving. Again no sign of it having arrived at our office tenant, so not spam or junk filtering on our end.As a result, I am unable to get this configured before we add more users.

Hi,  I have just learned that you can’t have two users on computer with box drive.  So I will have to use one via the webbrowser.  As many have said, this is insane that you do not have this functionality.  My question here is the one that I have now in the box drive is the one that I would prefer then to limit to webbrowser access.   How do i go about getting the new user, which is box business, on the box drive? Do I just delete box drive and reinstall with the other user login? 

Dear  Team,I can't open Excel files in the Box folder, I get the following error message and Excel loads for a long time on startup and eventually Excel gets stuck.Excel files on the local disk can be opened normally. I reinstalled the Box client and did a fix for Microsoft 365, but the error again.My computer is Windows 11.Can you please help me to see what the problem is?

Dear Team，I cannot open files in the Box folder using Excel, and the following error message appears. And it takes a long time for Excel to read the file, and finally Excel will get stuck.I tried to reinstall Box and repair Microsoft 365, but the same error message still appears.

Good morning, I'm having an issue with autosaving files to Box. I can view and open files from Box Drive in MS Word on my desktop just fine. But when I do this, the Autosave option is disabled by default. When I try to enable it, I get a dialog box saying "How do I turn on Autosave? Just upload the file. We'll save your changes as they happen." However, there's no option to save the file back to Box - the only option is OneDrive, but I don't want to create a duplicate in OneDrive. I want to open the file from Box and have the edits I make save back to the original Box file, because it's in a shared folder that my collaborators can view. I've already installed the Box for Office integration as described in this thread: https://support.box.com/hc/en-us/community/posts/11167903415315-automatic-save-from-MS-word-to-Box. It hasn't made any difference. Does anyone know what I need to do to get these apps to truly integrate?

Hi, it is sudden that my box drive disappeared from my desktop, and is also not getting uninstalled from appwiz.cpl, i have downloaded the new version of box drive and tried to reinstall but that also doesnt proceed please help here.

I cannot change my email in my account. It keeps throwing up an error.  There was a problem updating your primary email. I cannot update primary.

I hope this is the right place to post this…I’m trying to change the primary address on an existing account but think I requested verification before the new email was properly set up on Microsoft with result that mail couldn’t be delivered. I’ve been able to set up an alternative address with no problem which bears this out.I followed instructions to remove the address from the Suppression List, but when I do a search the new address isn’t appearing there, so I don’t really know where to go.Can you help at all? Do you need further details about the new address etc.? Many thanks, Nick

The confirmation email has expired, so I would like it to be resent.

Box Support Team, A user can sign in to Box but encounters a "Page Not Found" error when trying to access a shared Box folder.The user is set as an Editor in the collaborators list, so the folder should be shared.We've tried the following troubleshooting steps without success: Resetting password and signing in again Clearing cache and signing in again Removing and re-granting Box permissions Signing in from a different PC We need help resolving this issue so the user can view the Box folder. thank you

Can I run a folder and file report as an editor? And wher to find step by step explanation as the one below does not help? https://support.box.com/hc/en-us/articles/4415104536339-Folders-and-Files-Report 

One of our users stopped getting email notifications 

I need to migrate data from One Drive to Box.  I have read that I need to use Shuttle, but I cannot seem to find that on my admin console.  I am using a free Business trial.  Do I have to move to a subscription to use Shuttle or am I missing something??

Hello,When I install the app of Box on my windows 11 and do the steps that I need to sign in on my browser, I do it, but it doesn’t signi in on the app, it continues showing I need to sign in online. What can I do?

Hello, These support forums look bare.  I hope someone answers. Hello, Hope you are well...Here is my issue  I think there is a security policy that causes box to force a logout (to reauthenticate) on the Cloud Sync module of a Synology NAS. The problem is when that happens, there is no notification, nor option for it, to know your Cloud Sync module is no longer working.  Can someone from box.com tell me if there is a notification for this?  If not, what is box's period of time for when it will force another log out\re-authentication?  This is very important!  We recently had an issue and the Cloud Sync was logged out for days!   Thanks for your help, Regards, Diane

Hi Box Support and Community,I signed up many years ago when the free plan included 50GB of storage. I’m still on that free plan today.I would like to ask: Will legacy free plan users like me have their storage reduced to 10GB in the near future? Or will the 50GB free plan continue to be honored? I couldn't find an official update about this and would appreciate any clarification.Thank you! 

Dear Box Support Team, Hope this email finds you well.We are currently experiencing an issue when signing in to Box, which prevents access to files. Issue Description: After successfully entering the username and password on the Box sign-in page, the browser immediately displays an "Page Not Found" error message, and the user cannot access any content. Clicking on "All Files" also results in the same error. Actions Taken: We have cleared the browser cache and cookies, but the issue persists. The user's Box account permissions were completely removed and then re-invited. Upon re-invitation, a password reset was performed, and the user is able to sign in; however, the screen after sign-in consistently shows the "Page Not Found" message. Problem Details: This particular user previously had permissions for the same Box folder. These permissions were later removed. After several months, the user was re-invited to that Box folder. Although a password reset allowed successful sign-in, the

Hi Team, We are currently using Box Tool (Box Edit) and BoxForOffice. The current settings we deployed via MS Intune. “I read the news that the BoxTool and BoxForOffice are automatically updates by itself”. Yet, we didn't manage to see the application update to latest released. Thanks,Phearin 

Box tools extension can't be enabled in Safari.  The "preference" tab referenced by Box doesn't exist, and Box extension doesn't appear under extensions.  HELP, as i can't open files directly so I must download them.

I am co-owner of our site and there are two external people who have access to a folder that they should no longer be able to access. When I try to go into manage collaborators - they have a view only status but there is NO drop-down menu for me to be able to remove them.  Youo can see below - I am a co-owner (june 26th) then the two viewers in grey need to be removed but there is no drop-down menu next to their names to choose? I tried chat gpt etc. but didn’t find anything, 

is box down? the box interface is not rendering properly in microsoft edge or safari on mac