Support Forum

I am a Mac used, and regularly search my Box folders via the search function in the Box Drive application. I use a keyboard shortcut to summon the search bar, but this appears to have a mind of its own - it often defaults to opening in a different space from the one on which I’m working, and is not easily movable between spaces (or monitors). Any suggestions on how to default opening the search bar in the current working space or monitor would be incredibly helpful.

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.

I have used Box without any issues for many years on various devices and have a home setup with MacOS, IoS, Win 10 and now Win 11. I set up a new computer 4 days ago and indavertantly loaded the Box Drive App, instead of Box Sync that is on all devices.I removed the app and reinstalled Box Sync and now I am having multiple issues with strange updating of files and now a red dot on my most important folder.In searching for solutions I now learn that Box Sync is being discontinued at end fo 2026 and users are to transition to Box Drive. I’ve not ready to so that right now...I just want to get Box syncing accurately across all my devices. I’m not a tech pro but long time DIy user, but cannot solve this one.I’m ok with giving Box tech support access to my files to resolve, but don’t know how to do that eitherAny help to resolve this would be appreciated. then I can work out a plan to transfer all myd evices to Box Drive, but I need to get the Synce aurrate be

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.

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.

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.

Are any of you experiencing Box Drive performance issues.  Many of our users are reporting very slow access when using Box Drive.  This is the case whether remote over the VPN or in the office.  This has never happened before.  The version for most is 2.21.202 which I think is the current one. Thanks!

Normal setup: one finder window set to a subfolder, searching for .pngs (or .jpegs, etc)Another finder window showing that same folder. I would use the search results and drag files from the search into the parent folder. This would normally move files. What’s happening instead is it’s copying the files. It leaves the searched images in the subfolder and copies them back a level into the parent folder (or to whatever new location I have). This is unexpected behavior and quite unhelpful to our workflows. I also have an outstanding question on horrible behavior with moving files (it downloads the entire folder BEFORE MOVING and Box has blamed Apple, but this is months now that I’ve been waiting for a fix. I am holding back our company’s computers from Tahoe upgrades because of this behavior.  Please Box, help this and my previous problem!

Searching box is a time suck now. Searching the exact file name I am looking for and if it has a number in it, anything with that number comes up. fees first then folders. This changed in the last 2 weeks. It's very complicated to find certain folders now. My team is not happy. Is there a work around. I search 20 times a day and want to keep the same search default  

I need to delete an external user but the system doesn't give me the option to delete this person.  Deleting managed users is easy but external users not so much. 

Hi, I just installed Box Drive Version 2.51.233 on MacOS and would like to know why the folders I select as "not to sync" on the web (app.box.com) are grayed out in Finder? The same applies if I operate directly from the file/folder context menu or from the app's Preferences. Thanks in advance.Fabrizio.

I upgraded my plan to the Business account and now numerous folders are empty or missing. How can i get this fixed ASAP since numerous people rely on this information and are actively looking for it? 

I am unable to add a user is says cannot add try again (removed image - your image contains user information) 

This seems to be a Tahoe-only issue and am hoping it’s a bug. Usually, i am able to move one folder (not downloaded, “Available online only”) from one place on box drive to another and it happens almost immediately. The contents remain available online only. On the computer that has Tahoe, if i initiate a move of a “Available online Only” folder to another “Available online only” Folder, it first downloads all the contents of that folder first, before moving. This is really detrimental to my workflow. Is anyone else running into this?

Hi,I have a Windows PC with two user profiles. Box Drive works perfectly for one user, but on the second user profile, we are having the following issues: Files can be opened, but they cannot be saved (permission/access errors). No synchronization: Any changes made do not sync to the cloud. No cloud icons: The sync status overlays are missing from the files and folders.  After I click cintinue:The first user on the machine has no issues at all. Why is the second user unable to save or sync files even though they can open them?Thanks.

現在3人だけの利用が、Box上では5人となっていて、5人分のアカウント料を払っています。サービスは3名以上からになっているので、アカウントを3名に減らしたい。Box上では追加しか見当たらないため、減らす方法を教えてください。

It seems like the Box Platform auto-determines the part_size of a chunk during a chunked upload session. Is it possible to modify or specify a desired part_size ? For a trial I did, the part_size was 8Mb when I was uploading a 50Mb file; was 16Mb for a 200Mb file and 32Mb for a 1Gb file. For the network bandwidth that I'm using, a 32Mb chunk is just too large to handle and hence requires multiple resumes of the chunked uploader. A smaller chunk size would be ideal. But I don't see a way to specify it. API reference:"part_size" is one of the response parameters (https://developer.box.com/reference/resources/upload-session/#param-part_size) for a call to "Create upload session" (https://dev

Storage Usage Or File Count In My Account Is Incorrect

Nor can he see the files when I share the link.

We invited the user to create a Box account, but it appears they had previously registered with Box. They had set up two-factor authentication using SMS (mobile phone number), but since their phone number has changed, they are unable to receive the SMS and cannot log in.According to the help documentation, in this case, Support needs to remove the multi-factor authentication.Could you please assist with this request?Target user: [removed by moderator]

Last week I was able to copy/paste images into Box notes. Now I am getting the error message “The image failed to upload. Please try again later.” Has anyone else seen this issue and have a resolution to this?The only way I can get the image into Notes, is by uploading the image into Box then linking that image into the Box Note, which is way too much effort compared to the copy/paste process.

Is there any way to export the data that is collected via Box Form submissions.  It would be helpful to be able to view form responses in aggregate.  

had box for years. basic acct 50gb free (probably why i cant get help). I still create folders and place itme4s in folders on box sync file on desktop. it never syncs and updates, and i cannot sync or update in anyway. so I have new data in folders, but when i go to box account on laptop or phone, i never see any new information, synced. how do i sync or connect accounts to sync. would be so simple to work with live person over the phone and fix.

Hallo zusammen, ich verstehe da was nicht. Ich habe seit Jahren eine Box am laufen, nun habe ich eine neue generiert.Habe die Daten von der alten Box auf die neue geladen.Auf der alten beträgt die Gesamtgrösse des Speichers 6,5 GB. Auf der neuen zeigt es mit über 10 GB an.  Die neue Box habe ich mit einer Neuen Email und Admin User erstellt. Warum ist dies so?? Danke vielmals für euer Feedback LG Oli