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Support Forum

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

  • 32 Topics
  • 65 Replies
32 Topics
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nmalnakNew Participant
asked in Support Forum
Can't Add External Users Access

We are no longer able to add external access to folders. When we try to perform that function we receive Collaboration invitations can only be sent to people within Enterprise error I checked external access via the admin account and it has the right boxes checked to enable this feature. Any guidance on this is appreciated.

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misty1030New Participant
asked in Support Forum
Comparison of document question

If I have a document (original) and one that has been negotiated for a final clean copy. How do I compare?

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Richard MorganNew Participant
asked in Support Forum
Box Relay, move entire folder based on metadata event

Good afternoon. I am trying to get an automation figured out for my agency and have run into an issue with relay. . I have the following structure: A main folder called “communication” subfolders made for different instances of communication a folder outside of communication called “complete” a metadata template called “status” and one of the options is “complete and closed” I would like to have a flow that, when metadata is applied to a file in “communication” that equals “complete”, moves the folder containing that file to the outside folder “complete”. When i choose metadata event at the beginning of a flow, then choose folder action as an outcome, i can’t figure out how to choose the folder that had metadata applied to it. Is this possible? I am trying to avoid having to move folders individually. thank you!

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IsoNew Participant
asked in Support Forum
Our colleague can't receive password reset e-mail.

Our colleague tried to reset his password but no e-mail reached him. I checked exchange e-mail record but there have been no e-mail rejected/failed related to his e-mail address. We would like you to check your e-mail record as sender and please advise how we should inform his e-mail address. Your kind cooperation will be appreciated.

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David PNew Participant
asked in Support Forum
Log in problems

It seems that the login sequence to Box Drive should be - enter email address. Click ‘next’. Enter password. Off we go … but if I try that then clicking ‘next’ give me an error message. i’ve tried it time after time. What does work for me reliably is - enter email address. Click ‘next’. Get the error meaage. Click on ‘try again’. Enter (the same) email address. Click ‘next’. Now I get the password-request box and it all goes well from here. Although this seems a reliable route, it’s obviously more time-consuming and indicates there’s some sort of problem which might make my life even more difficult in the future. How can I get the log-in sequence to behave more sensibly?

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Jey Bueno Box
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VitrobioNew Participant
asked in Support Forum
Is there a way to manage draft versions without triggering new file versions?

Hello, I have two questions regarding versioning and document signatures in Box: Is there a way to set a file to “Draft” mode to prevent a new version from being created with every save? In our workflow, we need a clear versioning system (e.g., V1, V2…) that reflects official releases only. However, since we often revise documents over several weeks before finalizing them, we end up with dozens of intermediate versions—sometimes V1 to V70—before a document actually comes into force. This makes tracking final versions difficult and clutters the version history unnecessarily. When generating a signed PDF, why is the version automatically labeled as “V2,” even when it’s the first signature? This can be misleading, especially when the document has never been signed before—it should be shown as the first official version. These are the two main blockers currently preventing our full migration to Box. I'd greatly appreciate any guidance or workaround you can suggest. Thank you in advance for

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Jey Bueno Box
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tfSaraNew Participant
asked in Support Forum
My work of almost 10 years is gone HELP

When I logged out yesterday my documents went missing! The box icon was deleted too… but I didn’t panic then… The problem was when I went online and stuff I had for years was gone… the folders were intact but empty! I installed the box in my computer again but although the files had dates like 2017 or 2018 were empty! Stuff I know was online a week ago went missing too… I need my work files back! I am desperate!!! HELP!!!!!!

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Jey Bueno Box
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CHeyninckNew Participant
asked in Support Forum
Unable to access online folders and files

Hello everyone,One of our users is unable to access his online folders and files (see printscreen).He can display them if he does a search (via search results).I should also point out that another user's folders and files were recently allocated to him (following the deletion of the 2nd user).Does anyone have any ideas?Box drive runs fine on his MacThanks in advance

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Jey Bueno Box
Jroonk
JroonkNew Participant
asked in Support Forum
Dark Mode

So I found that the only way to enable Dark Mode for Box in a Chrome Browser is to go into Chrome Settings, search for “dark”, and change it to “Enabled”. Interesting enough, mine was set to “Default” which reads its setting from the OS. As my OS is in dark mode, most websites could tell that I wanted dark mode, but not Box. I think the Box devs may be checking for this wrong. In fact I’m not even sure how they are doing this. There is a CSS check that does this for dark OS’s with chrome at “Default” and/or “Enabled”: @media (prefers-color-scheme: dark) { /* Styles for dark mode */ } I was surprised that nobody has asked about this. Anyway, hope my tip above helps someone get dark mode working, and I hope this message can get to the Box devs.

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Jey Bueno Box
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AlivaleNew Participant
asked in Support Forum
Error Message: Oops! We can't seem to find the page you're looking for

Hi, We can’t currently access our files and we all get the same error message (we can’t seem to find the page you’re looking for). It looks like there are no outages. Is anybody experiencing similar issues?

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Jey Bueno Box
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cdnrowerNew Participant
asked in Support Forum
grant access page on Android TV device issue

Any decent File Manager is now having an issue completing the Cloud Box access as it gets stuck on the Grant Access page. There is no way to activate/click the button when you don't have a mouse. This is a new problem. If the user has already gone thru inputting the OS auth code successfully on top of the login creds then WHY do we have to do Grant Access page submit? It's now made using Cloud access Box with any File Manager on Android TV USELESS. It used to work but now a problem.

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LT20251127New Participant
asked in Support Forum
Unable to edit Keynote on Box

The last few weeks i’ve lost access to edit Keynote through Box. Keynote for Mac doesn’t sync online, and when i try to select Keynote on the Web, i get a “the connection was reset” error message. Any suggestions? For years prior, I’ve had no issues editing keynote via either method to collaborate with colleagues. Thanks for any tips!

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Jey Bueno Box
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amesquivelNew Participant
asked in Support Forum
password protect folders

Is there an option to password protect individual Box folders?

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Jey Bueno Box
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SmartsheetNew Participant
asked in Support Forum
Potential Dependency Issue with box-ui-elements and Outdated ua-parser-js

Dear Box.com Support, We've observed a potential dependency concern while utilizing box-ui-elements within our application, which is integral to our integration. Observation: Our application relies on box-ui-elements to provide users with a sheet picker interface for Box.com files. It appears that box-ui-elements introduces a dependency chain that includes an older version of ua-parser-js. Specifically, the dependency tree appears to be as follows: box-ui-elements@latest depends on draft-js@^0.11.7 draft-js@^0.11.7 depends on fbjs@^2.0.0 fbjs@^2.0.0 depends on ua-parser-js@^0.7.18 This results in our application potentially relying on ua-parser-js version 0.7.18, which is relatively dated. Request: We would appreciate it if Box.com could investigate this dependency chain within box-ui-elements and consider updating the dependencies to utilize a more recent and actively maintained version of ua-parser-js (or a suitable alternative). Any guidance or updates on this matter would be greatl

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ZilbruinNew Participant
asked in Support Forum
Invalid Login Credentials when Activating Account

Hello, I was wondering if I am able to reactivate my school email BOX account after deactivating it a few weeks ago. When I try putting in my email after clicking the reactivation link, it says there's an error and I get this message: “There was an error processing your request. The account associated with this email is not eligible for online reactivation. Please contact our Billing Support team at 1-877-729-4269 or billing@box.com.” I appreciate any help in reactivating the account as I must use it for my school coursework. Thank you kindly. Warm regards, Adam Zilberman

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Jey Bueno Box
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GassguzzzlerNew Participant
asked in Support Forum
Vector based watermarking - help on how to force this in place of rasterized??

Hi community, How does one go about forcing Box to apply vector-based watermarking, and NOT raster watermarking? My Box is only giving one option of turning on or off watermarking - and when on, only applying the raster watermarking. Very frustrating, as this watermarking kills all links in the doc. A bit shocked that this isn’t made into an easy option for users of Box. Hopefully y’all can guide 🙏 Thanks!! More info here: https://support.box.com/hc/en-us/articles/4404822772755-Enterprise-Settings-Content-Sharing-Tab#h_01FYQGKDET6MFVXH5P2BW5W796 Vector-based and rasterized watermarking (recommended) - Provides infinite resolution, inclusion in search, clickable links, and a very small sized file overhead, but can and will be used on document-based files only. Rasterized watermarking will be used on all image files.

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KazzNew Participant
asked in Support Forum
Logging in via 2FA

We need to contact support at Box because a user has not got access through two factor authentication. Is there a support email address for log in help?

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Jey Bueno Box
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ryan-trunk-toolsNew Participant
asked in Support Forum
How do I get product support?

I’ve built a platform app, and I need to generate the client secret. I set up mfa like it requested. When I try to click “fetch client secret” it gives an error message like “this requires two factor authentication” and then just redirects me to the dashboard, out of the dev console. It does not prompt me for the mfa code. This is clearly a bug but I don’t know where I can get technical support. Can anyone help?

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Jey Bueno Box
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Krit60New Participant
asked in Support Forum
how to change 2fa method

My 2fa method siste to sms. For obvious reasons I want to change that. But when I try to add a second method, in says I should delete the other method since I can only have one. when I try to delete the sms method in says in can’t be deleted! So how can I change this to auth.app and why can’t I add a second method, f.i. Hardware key

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Jey Bueno Box
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RobertFranerIIINew Participant
asked in Support Forum
Box AI - Source Page Numbers

Hello, when I use Box AI to summarize a document or find information in the document, it does quite well. However, as soon as I ask it what page number it found X data on, the results are always wrong, and dramatically so. I keep the prompt pretty simple, ex, “What page did you find X result on?” I can at least use the result to do a manual search...but this seems like such a simple thing to do I believe I have to be prompting it incorrectly. TIA

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Jey Bueno Box
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Braindead3xlNew Participant
asked in Support Forum
Uploads Land In Downloads When Drag And Drop to an Empty Folder

This just started a couple of weeks ago, and I have reproduced it in a couple of different computers (MacOS and Windows, both in Chrome). When I create a new folder and try to drag and drop a file to it, instead of the file uploading, it immediately acts as if it’s a download, and instead of uploading the file or files, it/they gets copied to my Downloads folder. This doesn’t happen if there’s already a file in that directory. It only happens if the directory I’m trying to upload to is empty. If I select a group of files locally and drag them into an empty folder to upload, every one of them just gets directly copied to my downloads folder as if I were trying to download them. I can upload if I click the “upload” button, but old habits die hard and I’m constantly clearing duplicates out of my downloads because of this bug. I’ve cleared my cache. No luck. Is it just me? What’s up?

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Jey Bueno Box
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Daniela ArayaNew Participant
asked in Support Forum
Maximum collaborators Limit

Hey! My teamwork is trying to migrate the company to Box as a Storage System, is there a limit of collaborators per folder allowed?

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Jey Bueno Box
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t8kelseyNew Participant
asked in Support Forum
Watermarking Video

Hi! I need to watermark a video and share out with an expiration date for view only. Under my settings it’s saying that isn’t something Box is capable of doing but when I googled it said a new Beta version was available to try. Any suggestions on how to get that added? I’m using a company account that is an Enterprise Plan. Thanks!

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Jey Bueno Box
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Wilson. S.7New Participant
asked in Support Forum
Account storage limit reached, but account settings show more storage left

I am using a free account of Box, which provides me with 10 GB of storage. My account settings show that I have used 1.8 MB of that storage. However, when I try to add a file I get the error in the below screenshot. You can see in bottom right of the background that the file failed to upload because “Account storage limit reached”. How can I solve this issue? It’s severely interfering with a project I’m working on.

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Jey Bueno Box
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r2uzenblotNew Participant
asked in Support Forum
Best upgrade?

I have a free box account that I want to upgrade and wanted to know which is the best to choose from. Currently I am storing files on box and want to give read only access to around 10-15 of my colleagues. I want them to have the ability to read things and (maybe) download a copy but not to add or to delete files. Help please……….

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Jey Bueno Box

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