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

  • 46 Topics
  • 96 Replies
46 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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Venkatesh Prasad RanganathNew Participant
asked in Support Forum
Reported storage size does not match the actual storage size

Hey Team,While my local Box storage occupies <40GB, Box online reports >51GB with same number of files.  Can you please help me understand or fix this issue?Thanks in advance!P.S.: I posted the same issue (old post) a week ago on Support forum and was told that the situation should be automatically fixed in 24 hours.  It has been five days since then but the situation has not be fixed.  Also, adding more comment to the old post does not seem to get the support team's attention.  Hence, I am reposting the issue here.

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Micah MillerNew Participant
asked in Support Forum
How to Disable Auto-Populating "Launching Application" Notification

Hi,When in Box and opening a PDF in Box I typically right-click on the file, then select “Open With” followed by “Open with Adobe Acrobat” and when I do the following notification pops up:______________________________________________________________________Launching Application<pdf> is opening in Adobe Acrobat. Saving your file will save changes directly back toBox.Lock file to prevent others from editing it______________________________________________________________________Is there any way to change my settings so this doesn’t populate every time I open a PDF?I have to select “Close” each individual time after opening before I can continue navigating through folders/files and it makes my work far less efficient.Thanks!

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MaxSNew Participant
asked in Support Forum
Can't login into desktop application.

Hi, I have been attempting to login into box through the desktop application. However, I keep getting placed in a loop where I have to continuously login and it never opens the desktop application.Any solutions will be helpful, thank you.  

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Jey Bueno Box
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KIMNew Participant
asked in Support Forum
lost my files

I am using it in Japanese and it says "お探しのページが見つかりません." This means the following in English: "Pages not found."The file I am looking for was moved to a different location a week ago.The file is not displayed, how can I find it?

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Jey Bueno Box
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rcjreggioNew Participant
asked in Support Forum
Outage - Error creating google sheets

Hi,My org is unable to create google sheets via box.  We’re also unable to create a google sheet in google drive, and then save/open it in box via the integration. When creating a new google sheet in any location (and from any user profile), you get “Launching Google Sheets...”, then an error that says: ”Google Docs encountered an error. Please try reloading this page, or coming back to it in a few minutes.To learn more about the Google Docs editors, please visit our help center.We're sorry for the inconvenience.- The Google Docs Team”    

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Jey Bueno Box
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DavidRNew Participant
asked in Support Forum
Box For Office - Adding Box's Open Dialog box to the ribbon

We have installed the Box for Office integrations. This adds Share and Upload icons to the ribbon. However, when we select File / Open / Box there is an icon for Browse Box. This brings up a dialog box for opening a document. How can we add this dialog box to the ribbon? We tried recording a macro, but this action is not captured. Quick access to this feature would be really helpful. Thanks. 

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KCarlsonNew Participant
asked in Support Forum
Adding User

I am trying to add a user but it says the email is already used in Box but not associated with an enterprise. How do I add them to my group? 

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parkerkvNew Participant
asked in Support Forum
Notification based on date in metadata template

Hello Community! I am the Box Admin for a food and beverage company that is using Box to store our contracts, from technology licenses to manufacturing agreements. My Contract Management team has created and implemented a metadata template on the contracts folder. They want to use the expiry date within the metadata to trigger a notification to review the contract 90 days before that date.I was not able to figure out how to achieve this with Relay. Metadata template based notifications seem to be limited to notifications when metadata is applied, but not based off of the metadata itself. Does anyone know of a built-in or external mechanism to meet this need?

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Clare MayRaeburnNew Participant
asked in Support Forum
All Previous Work and contacts have vanished

Hi,I am on a joint dropbox with some other users, i now cannot see any of those people or any of the previous files or folders i have uploaded, only the most recent one.  Other users are not having the same issue as me and have not had a change, any help appreciated Thanks

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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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AlexTorres10New Participant
asked in Support Forum
Designate new email account as administrator

Hello, I hope you can help me.I want to know how to migrate a panel from a business account to a new account that I want to acquire, since the account that I currently have I no longer want to have it as administrator.

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Jey Bueno Box
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CJ AbraNew Participant
asked in Support Forum
Download / shared links is not working

Hello - sadly in the Webinterface the download of all files I try to download does not work. Tried with different network/devices.It only says that my download is going to proceed and urges me to login. Which I did then.But even then, clicking the download button does not do anything at all. Tried with 5 different files now and no matter which device/browser/network I use - the download button is with no function. Even the three dots with the choice to “download PDF” is not working. The System Status page from you is green and nothing is noted there.

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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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tishaguptaNew Participant
asked in Support Forum
Not able to upload doc/pdf file to box using upload file API

I have integrated my salesforce org with BOX. And tried to upload the file from salesforce to box using upload file api in apex. And i successfully uploaded it in desired folder but then i am not able to preview those files in box. Why is it so? It is showing a error message , for pdf :- This preview didn’t load because the document may be protected. Please try to open or download the file to view.For doc:- This preview didn’t load. Please try to open or download the file to view. I have tried uploading many files of same type but i am not able to view them.

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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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langswillNew Participant
asked in Support Forum
Box Logs to Crowdstrike SIEM

Hello, We have a Crowdstrike NG-SIEM in our environment. We would like to have Box logs sent to this siem. I can’t find any documentation on how to have Box logs sent here. Please assist.  Thanks

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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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Jey Bueno Box
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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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Jey Bueno Box
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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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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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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
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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