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

  • 118 Topics
  • 309 Replies
118 Topics
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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amyrupoNew Participant
asked in Support Forum
Box sign saving mulitple files per document

I have created a template with 4 people to action something within in (read or sign).When I have sent the template I’ve noticed that I’m getting multiple files saved in the save location. Most blank copies of the template. One a signing log and one the completed template. I obviously don’t want multiple blank copies of the template nor really the signing log. I just want the completed template. Is there a way to stop this? 

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YourFavLenderNew Participant
asked in Support Forum
All files being moved to trash periodically

Hi there...a few times now, I’ve noticed that ALL files that I have in a couple of folders will get moved to the trash. Since I’m in the Box environment regularly, I notice what’s happened and can go to the trash and restore all…which brings them all back. But obviously this is pretty concerning. I go into the trash and can see that the file says it’s been deleted by me…I have 2FA setup for login, so I don’t think security is an issue. But I am at a loss for how this has happened 3-4 times now. Anyone have any insight into what might be happening. 

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Dfair555New Participant
asked in Support Forum
Brand New User: How to change my defaut hard drive when using sync

Hello, complete noob here.  Recently upgraded to Business Enterprise account.  This is probably a simple thing but i cant seem to figure it out.  I downloaded Box Drive to use the sync feature.  The default and apparently only install location is my C: Drive.  My C: drive is only a small ssd drive that i used to store Windows itself.  When using the sync feature, Box is storing those files on the C:drive which has no space left so it fails.  Is there any simple thing that im overlooking or way to change the drive in which these files that im trying to sync are stored. Thanks for your help!

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Rona Box
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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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jcinbeNew Participant
asked in Support Forum
Box Folders - Viewer Downloads

I’ve got Viewers that I would like to be able to download a folder of content and have that content watermarked. There appears to be no option for a Viewer to download a folder.If you enable them to be a Viewer Uploader the watermarks disappear on downloaded folder. This is not the type of behavior I would expect.   

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Jey Bueno Box
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PakoNew Participant
asked in Support Forum
Renamed via the web browser files don't indicate the user who renamed them. No notification either.

Hello to all of you. I ran into an issue with files being renamed by someone and can’t find out who did it. The details pane says that last modification was by me and shows the date of my last version of the file upload. The file is listed as being version 1, while in fact it is version 2. No info on who renamed it. I have not received notification via email either. I receive an email on uploads, deletes, and comments. So, the problem for me is two-fold:I don’t receive notification on file rename, there is no such option in my interface.  The file properties/details do not acknowledge that the file was modified by another person and thus the blame for renaming goes to the uploader because he/she is the one listed as being the last person modifying the file regardless that someone else actually modified it after the last upload.The problem can be easily replicated, it is persistent. Is there a resolution on this issue e.g. subscription plan that eliminates confusions like these?

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Rona Box
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emerreseNew Participant
asked in Support Forum
Confirm easiest way to create the form to standardize folder naming

We’re facing issues with inconsistent folder names due to minor variations (e.g., spacing, capitalization, "LA" vs. "Los Angeles"), leading to confusion and duplicate entries.I’d like to know if Box supports standardized folder naming using field prompts? Ideally:Users select a state (two-digit code), an MSA name, and enter a deal name. The platform assembles these inputs into a consistent folder name automatically.If this isn't available, what’s the easiest way for us to develop a form to standardize folder naming?

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Jey Bueno Box
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hm885New Participant
asked in Support Forum
Make Folders Downloadable

Hello - when inviting someone as a viewer to Box, they have the ability to download individual files but not folders. For instance - let’s say that there is a folder that has two items in it. The viewer can download the two files individually, but they want the flexibility to be able to download the folder to preserve the folder structure from Box and download the two files simultaneously.I do not want this individual to have the ability to add/modify to files, but would like to provide them with the ability to download folders and not just individual files.Is there a way to make this happen? 

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Rona Box
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lwallaceNew Participant
asked in Support Forum
DocuSign in Box

We have a user who is using DocuSign in box but is running into some strange behavior. This is what she is experiencing: Steps:I open a document, click the DocuSign icon in Box, it opens a box to initiate DocuSign and shows the folder and where its pulling from. I send out for signature. Then I close out of the document in Box and go into a different document and click the DocuSign link, it pulls the information from the first document that I submitted. I must fully close out of Box and go back in for it to ‘reset’ and use the correct document.  Is there any way to fix this behavior? Thanks! 

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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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VWLoM8YPZk8aNew Participant
asked in Support Forum
Which "Box for Microsoft Teams" Entra Enterprise Application is the real one???

When granting Box permissions to integrate with an enterprise’s Microsoft Teams, which is the legitimate Enterprise Application that consent must be granted to?I am a Microsoft 365 tenant admin, so I review and grant consent when users try to connect external services (such as Box) to our tenant. Currently, Box is connected to our tenant solely for SSO authentication only. Box is not centrally deployed within Teams.When users find and add the “Box” app within their Microsoft Teams clients, the app attempts to request Entra ID permissions using the following extremely suspicious Entra ID Enterprise Application:Name: MSFT Entra ID for Teams V2Verification Status: UnverifiedApplication ID: bb7e7d80-71c6-408b-9770-f709a59b176ePermissions Scope: profile, offline_accessThat info is impossible to verify the app’s legitimacy. Additionally, that application differs from the Enterprise Application (ID: 6b371dbf-6b35-40a0-bf75-615b61c8bdb8) which is referred to in this official Box documentation.

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mikeiowNew Participant
asked in Support Forum
Old Mac - Box sync fails to load, Box Drive installation ends in "Failed"

I have an old Macbook Air running 11.7.3 - the last OS it will run 😱I generally use a *much* newer one, which works great….but I need to take the Air on a trip with me, & I would ideally like box to be syncing with it.Box Sync fails with error “reason code (7)”   Box Drive installation just gives “the Installation Failed. Contact the software manufacturer for assistance”So here I am!Any helpful clues?Thanks 

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Rona Box
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8700BoxNew Participant
asked in Support Forum
Font issue? I cannot read anything after logging in - all question marks in tiny boxes

After I log in, I get the code verification screen and all text appears in question marks inside little boxes.  It is completely unreadable.    Any help is appreciated. 

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Rona Box
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James PasillasNew Participant
asked in Support Forum
Unable to Open on Word - Service is too Busy

Hello, I’m having an issue with a user who has a few files created and it won’t open on Word Online, when opening the file. It will hang for a long time on the loading screen and then state  Sorry. Word can’t open the document because the service is too busy. Please refresh the page to try again.  We’ve also tried sharing the file with myself and I get the same error.

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Jey Bueno Box
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Ntiva supportNew Participant
asked in Support Forum
End user not getting Verification Email

Hello, We have an end user that is not getting a verification email when we setup the new account.  Thanks, 

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Jey Bueno Box
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Yunju choeNew Participant
asked in Support Forum
How can I obtain Box's Information Security Policy

One of our clients has requested documentation regarding Box’s information security policies (such as the Information Security Policy Overview).I submitted an inquiry through Box's official contact form, and I was connected with a representative named Neila Mansubi. I sent a follow-up email requesting the documentation, but unfortunately, I haven’t received a response yet.Since we are on a tight timeline to respond to our client, I’m wondering if there is another way to obtain this document—or if there’s a specific team or process I should go through to get it.Any advice or guidance would be greatly appreciated.

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Jey Bueno Box
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AMBNew Participant
asked in Support Forum
End recipients using Apple devices no longer able to download files over 180mB

We’re experiencing multiple end recipients that are no longer able to download Box download links sent to them via email for files over about 180mB. This only occurred since around the end of April / start of May onwards. Even previous links to files over 200mB which they have successfully downloaded before without problem, no longer allow them to download the same files they were able to previously. We’ve done a number of tests and note:Only recipients using Apple devices (PC, tablet or smart phone) are having this issue, The same Apple users can still download smaller Box files. Windows users have no issues and can download the same links that the Apple users can’t. The Apple users are able to download the same files via Dropbox suggesting there has suddenly been a change in file size limit for Apple users using Box??Any help would be appreciated as the recipients are various clients and are now asking we switch to another software for sharing data. Out of all the software we’ve tria

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Ulrich GNew Participant
asked in Support Forum
Instead of 250 MB file size limit for upload is 1 MB

Hi,I´m a free user. There is plenty of storage capacity left according account settings.When trying to upload PDF-files with size lager than 1 MB but smaller than 250MB, upload fails. Depending on file size, upload stucks at some % (the larger the file, the lower is percentage) and does not move forward. This ist new behaviour observed since beginning of 2025.In the past, upload of files between 1 to 15 MB was no problem. What could be the reasons?Appreciate helpful hints.Thank youUlrich

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Jey Bueno Box
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mk1412New Participant
asked in Support Forum
Please help. UGENT

Dear, This account I just upgrade it to Business but somehow all my data files are gone. Please help me.

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Jey Bueno Box
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mk1412New Participant
asked in Support Forum
Support roll back files version

Dear,My computer got attack by a virus that it encrypt most of all my files and overwrite old files. I need support to roll back all file that end with .weax to its most recent verision.Please help.

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Jey Bueno Box
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gio.rise.phNew Participant
asked in Support Forum
Box Hijacked My Google Docs & Broke My Files Without Asking

I’m furious. After installing Box Drive for Mac, it decided on its own to take over how my Google Docs, Sheets and Slides files open—without asking me. Now, when I try to open these files, I see a broken JSON error instead of my documents. Even after uninstalling Box and trying every fix, the problem persists. This is unacceptable.Highly questionable and objectionable stuff Box did: Stole control of my files: Box set itself as the default app for .gdoc files without my explicit permission. Replaced my files with junk: Box turned Google Docs shortcuts into unreadable JSON text. When I try to set Open With to default app I get something like this: {"":"WARNING! DO NOT EDIT THIS FILE! ANY CHANGES MADE WILL BE LOST!","doc_id":"XXX,"resource_key":"",XXX}. (XXX are private data so obscuring it here.) Zero warning or consent: No pop-up, no checkbox—just silent sabotage. No way to get real help: No direct support. Users are forced to post in community forums like this. Why does Box thin

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David NNew Participant
asked in Support Forum
USAFx locked my personal account

I established credentials today for access to USAFx.  After doing so, my personal account is now locked.  I need access to both.Where do I go for help?

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Jey Bueno Box
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ReneeGNew Participant
asked in Support Forum
External Users cannot access due to having another Box account

I have 2 external users who I have assigned seats for our Box account. They have pre-existing Box accounts with other organizations, but using the same personal emails. They can’t seem to switch over to our Box account. Is there a way to do this, or do they need new emails?

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Jey Bueno Box
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DColeNew Participant
asked in Support Forum
File file save error on bootup

I am getting the desktop file auto save error when i boot up workstation.  How can i stop the save to desktop error?

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