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Support Forum

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

  • 111 Topics
  • 282 Replies
111 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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Jey Bueno Box
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watcherNew Participant
asked in Support Forum
Free space not correct

You can delete this message. His correct now.

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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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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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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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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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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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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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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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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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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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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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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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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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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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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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lxyNew Participant
posted in Support Forum
Account has been shown as being suspended

Hello, as the administrator of the BOX team, my account has been shown as being suspended! This has resulted in the loss of all the files of all team members! Is there any way to remedy this situation?

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Jey Bueno Box
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JamiNew Participant
asked in Support Forum
HTML FIles

I am wondering how to transfer HTML files in Box to the end user. 

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Rona Box
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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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johnNew Participant
asked in Support Forum
Losing file directory access when de-linking from an administrator

Hello! I recently de-linked from a co-admin collaborator. As a result, I lost my access to the file directory for our company. The other co-admin is no longer with the company, so I am stuck. 

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Jey Bueno Box
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WadeNew Participant
asked in Support Forum
Box treating credentialed account as Google account

Hi,I’d setup a Box account to get at some shared files from another business user.  Used my work email address and setup a credentialed account, which I appear to be able to login to here in support, but when I try to access the main application, it tries Google auth after I input my email even though I don’t choose google login - my email is no longer associated with a Google account so can’t log in (my work used to use Google but has since switched and removed our Google accounts from our work emails). This was working for some time until today (but hadn’t logged in a while).  I can maybe setup another personal account and see if they can re-share files to it, but thought I’d check here to see if you have any ideas.  Would prefer to continue to use my current work account...

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GwenNew Participant
asked in Support Forum
Unable to see my IBM course guideline file

Hello everyone, I am unable to download my IBM course pdf file. The relevant exercise guide does not appear in my box. Coursera porvides a link in order to download the file but unfortunately it’s empty.https://ibm.ent.box.comCould you help please ?Thank you

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KurtisNew Participant
asked in Support Forum
Check Exact File Size?

Is there any way to check the exact size of an uploaded file? I like to match the file size of an uploaded file with the local file size as a way to confirm that the file uploaded successfully, but I cannot find this information on Box. Unless the file size is less than a KB, I only see it rounded to the nearest tenth of a KB/MB/GB. That may be handy at a glance, but it’s not precise.I just had errors pop up for five files I uploaded that are approximately 2 GB each. They also stalled multiple times during the upload and had to be restarted partway through. I think they actually uploaded successfully, and the rounded sizes make sense, but I can’t tell that there wasn’t an error without seeing the exact sizes of the files in bytes. Since these files are large, uploading them takes a decent amount of time, so I don’t want to have to re-upload when this happens. And having to download them just to check that the sizes of the files match seems ridiculous.Is it possible to see the file size

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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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