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Your go-to space to ask questions, share concerns, and get help with any support-related issues.

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Jey Bueno Box
Jey Bueno BoxCommunity Manager
published in Support Forum
Box Community Support Forum Guidelines

Welcome to the Box Community — a public space where Box users collaborate, ask questions, and share knowledge. To ensure a positive and productive experience for all members, please take a moment to review and follow the guidelines below. Start Here: Review the TermsBefore participating, please read and adhere to our Box Support Forums Terms of Service! Your use of the forum constitutes agreement to these terms. 🤝 Be Respectful and SupportiveWe strive to maintain a welcoming and inclusive environment. Be kind, constructive, and respectful in all interactions. Treat others as you would like to be treated. Harassment, bullying, or inappropriate behavior will not be tolerated. If you encounter such behavior, report it to a Community Moderator. For inappropriate content, please click the ellipsis (⋯) below the relevant post and select "Report" to notify the moderation team.  🔊 Communicate Clearly and Considerately Avoid using ALL CAPS — it comes across as shouting. Refrain from “bu

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rubenwatelerNew Participant
asked in Support Forum
installing box drive on new desktop

i want to install box drive on a new desktop pc. But when opening the file i get the next messages ‘ Called runscript when not marked in progress’ and when i proceed i get the message ‘ called installfinalize when no install in progress’ . I do not have an older version of box installed yet. So how can i fix this? Thanks

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NOZOMINew Participant
asked in Support Forum
BOX Drive stopped working

The BOX drive has suddenly stopped working since 02/Jun/2025.Other users can use it without any problems.The box drive is no longer available, but I can log in and view the contents of the files in my browser.I have uninstalled and reinstalled the BOX drive application and reset the Windows environment, but the BOX drive remains unopen.How can I make it work again?

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kosukeeeNew Participant
posted in Support Forum
再送信おねがいします

確認用メールの15分が切れてしまったので再送信おねがいします

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chihiroNew Participant
asked in Support Forum
i cannot download the signed document from the compleate email

Signing is complete with boxsign and you receive a completed email, but some people cannot download the signed document from the email.Not everyone can't do it, but some people can't download it.If some people cannot download, some people have received an email, but  cannot download anything even if some people press the document name in the email.

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runningfoxxNew Participant
asked in Support Forum
Enctyption keys

Hi, I am looking for any information on encryption key rotation.

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cmcfarlingNew Participant
asked in Support Forum
Shared link email sent report is blank

I ran a User Activity report and selected Shared Links > Shared link email sent. The date range was set Last 7 years. The report came out completely empty with zero records. This a business account that's been around since 2014 and has 13K+ shared links. I can't imagine that none were sent via email. Is this a reporting bug or is it possible that this report is accurate?

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Nate HNew Participant
asked in Support Forum
Missing Files

I am missing multiple files, files that I have created and others that were shared via box. Need help to either restore or regain access to these as they are very sensitive.

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Elizabeth BNew Participant
asked in Support Forum
Saving files directly to Box

Hello,I am very tech illiterate.  I used to have the Box icon where I could create a file in Word, Excel, etc and then do a “save as”.  A very handy Box icon would pop up and then I could save my newly created file directly to Box.  I cannot figure out how to get that Icon back.  Any help is greatly appreciated.Regards,Elizabeth

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community-managerKnown Participant
asked in Support Forum
Changing Box Zone

Hi, Ich have an Enterprise Plus plan an d want to change the data residency. Actually it's set to US. But Ic can not change anything there (admin console/user). The only option, that I can Choose is US - nothing more. What do I have to do, to get the other regions (France, Germany etc.) to choose from? Regards S.

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community-managerKnown Participant
asked in Support Forum
files do not open from desktop (box drive) when offline

Dear support team, I have been using box drive on my desktop (windows for several months) and have always been able to access the files when offline. Since this morning, I get an error when I try to open a file from box for all different formats (xls, pdf, docx...). As soon as I am online again, the files open up perfectly. What can I do? Best, Tom

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macjoseph11New Participant
asked in Support Forum
Can't see Box Drive in Mac Finder window or in menu bar

Specs:MacBook Pro, MacOS Ventura 13.7.6 Box Drive v2.43Issue:Box Drive is not appearing in Finder window under Locations after installation Box Drive is not appearing in menu barMore Info:Box Drive is running in the Activity Monitor - 5 processes in all Cloud Storage is checked in Finder > Settings > SideBar Restarted machine several times After force quitting all Box processes in Activity Monitor and removing Box from Login startup and then restarting machine, I was able to uninstall with BoxResetTool and reinstall but Box Drive is still not showing up in Finder or in the menu bar

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thinkingoutsidetheNew Participant
asked in Support Forum
Defining Folder ID when creating folders

Hello!I am working on integrations to Box and it appears that there is no way for us to explicitly define the Folder ID (either via. API or in UI).Is this true?If so, is this feature something that is on the roadmap for the Box team?Not having the ability to do this will mean I need to query the applicable parent folder(s), cache every folder contained in the parent folders with their Name and Folder ID (there will be thousands of folders), and then reference that cache for every record to see if the folder already exists or if one needs to be created.If we were able to define the Folder ID, I would be able to set the Folder ID to the unique ID in my source system to remove the need for all of this lookup. Because we don’t have the ability to do this, an integration process we thought would be doable is now raising performance concerns due to how heavy the process is.

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dlrNew Participant
asked in Support Forum
Error Message Uploading File

Every time I upload a file I receive the same error message and and error box appears on desktop.The file is not open or in use and it does actually upload.

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community-managerKnown Participant
asked in Support Forum
Download or preview file using Content Explorer does not work

Current State:The downscoped token used for this has the permission for “base_explorer item_delete item_download item_upload item_preview” The app that’s being used has Co-Owner permission as well.  The Content Explorer renders based on the following settings:  We had a response Interceptor to the Box Content Explorer, but even after removing that and using OOB Box Content Explorer functionality, the download doesn’t work. I would only get something if I were to manually copy paste the download link from the response to a browser:   The download doesn’t work, neither does Preview I’ve been following the documentation provided here: https://developer.box.com/docs/box-content-explorer I believe something is wrong here and need your assistance. What needs to happen for the download to work?

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TnewmanNew Participant
asked in Support Forum
Deactivated User missing files

At IBM we have a deactivated user as they have left the company. We had box links attached to education that has disapeared along with this user and can no longer access those links.Would we be able to  reactivate these links and files?

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praveenNew Participant
asked in Support Forum
I want to transfer box admin from one organization to a new organization

We have created a new box account (Business plus). We want to take over box content of another domain/organization activities into this new account. What is the best approach to accomplish this?Currently my account does not allow the “other domain” content owner/admin to be made part of my license due to different domain names. Pls advise.

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noveltymusicservicesNew Participant
asked in Support Forum
can't upgrade from individual to personal pro

Hello, Attempting to upgrade from individual plan to personal pro.  Get a message to contact support.box.com even though all billing details are entered correctly.  Please advise.  Thank you!

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YashwanthNew Participant
asked in Support Forum
If trying to access files from Box , i see an error saying , file has been moved , renamed or deleted ..

Complete files that are saved in folder folder , while accessing it throws and error saying file has been moved , renamed or deleted ..But as per my verification its totally related to connectivity from my office network to Box cloud , once after complete system restart , the files are able to access .

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community-managerKnown Participant
asked in Support Forum
Box businessへのアップグレードが出来ません。 以下の文字が掲出されます。 「要求の処理中にエラーが発生しました。 お支払い情報を処理できませんでした。すべてのフィールドの入力内容が正しいことを再確認し、もう一度実行してください。サポートが必要な場合は、support.box.comを参照してください。」 0 Facebook Twitter LinkedIn

Box businessへのアップグレードが出来ません。 以下の文字が掲出されます。 「要求の処理中にエラーが発生しました。 お支払い情報を処理できませんでした。すべてのフィールドの入力内容が正しいことを再確認し、もう一度実行してください。サポートが必要な場合は、support.box.comを参照してください。」 0   Facebook   Twitter   LinkedIn

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roadbike26Participating Frequently
asked in Support Forum
Can't Open Box Sync on Mac

I noticed my Mac wasn’t syncing to Box online and realized that Box Sync wasn’t running. I clicked on the app in Finder, nothing happened. I deleted Box Sync from the Mac, reinstalled it, clicked on it, nothing happened. I’m running OS Sequoia 15.5.What’s the secret?

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CarrieComerNew Participant
posted in Support Forum
Invited to Collaborate, unable to see files

I was invited to collaborate, but the files do not show up. I went to notifications and there are none - what would be the next troubleshooting step?

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kazumaNew Participant
asked in Support Forum
Confirmation email has expired

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

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Jey Bueno Box
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ElizabethGNew Participant
asked in Support Forum
Subscription service needed?

I am trying to share a folder with colleagues who are NOT Box users so they can upload their videos. They cannot upload anything. What is the cheapest subscription I need to get that will allow them to upload (NOT just view)?  

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community-managerKnown Participant
asked in Support Forum
'Make Available Online Only' not clearing disk space

When I right click a folder and select 'Make Available Online Only', nothing happens. In the folder Properties, it still shows Size: and Size on disk: as the same number. Is there another way to make files online only and get them off my local disk drive?

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