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Box Sign for Salesforce issues for non-admins

  • May 27, 2025
  • 4 replies
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I have set up Box Sign in our Salesforce org and created a Box Sign button on the opportunity object. The design is to select from a set of templates and then the process pulls in 1 or 2 contacts from the opportunity as signers and then the user can send the Box Sign from there.

When running this as the admin, it works seamlessly. I can click "Preview and Send" to preview the document and then send from there. When I send, it immediately triggers the email to the client to sign and a BoxSign record is created in the BoxSigns related list on the opportunity.

When my non-admin users run this, if they click "Preview and Send" the preview never loads and instead a "Box Sign is queued successfully" green toast message displays OR sometimes it tries to load the preview page, but then throws an invalid link error. The biggest issue is that when the non-admins select either "Send" or "Preview & Send", the BoxSign record is never created in Salesforce.

    4 replies

    Forum|alt.badge.img

    Hi Colin, 

    Welcome to Box Community! 

    To help address your issue, I created a new ticket and a member from Box Product Support will be in touch, please keep an eye out.

    Thanks for posting!

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    Hi Colin,

    Make sure the nonadmin users are not logged into your box service account, but instead a box collaborator account that has access to the documents they want to send.

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    • jcpd
    • New Member
    • October 5, 2026

    Hi 

    I currently have a box developer account and i am trying to setup box sign in Salesforce. I did all the configure to the point where I added the “Box Sign” button to the Account object.

     

    So now I am trying to test on how feature would work, and I get to the point where I select a random document from box and when I hit “preview & send”, it would pop up a modal in SF, where eventually after some time it will redirect me to the box.com site, and this is what i end up getting this not found page, so not sure if there are more configuration/setup that still need to be completed?

     

     

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    daria
    • daria
    • Box Employee
    • October 7, 2026

    Hi ​@jcpd - thanks for the detailed description and for sharing the screenshot.

    It sounds like the configuration is mostly in place. When you click “Preview & Send,” Box creates a draft signature request and redirects you to a secure Box Sign preparation page within your Box account. The “This link is invalid” error indicates that Box isn’t able to open that draft for the Box account currently active in your browser.

    There are a few things worth checking:

    1. Verify the Box account you’re signed in with
      The preparation link can only be opened by the Box user who created the request. Please make sure the account you’re currently signed in to at box.com is the same Box account connected to Salesforce. As a quick test, you can sign out of box.com (or use a private/incognito browser window), sign back into Salesforce, and try the process again.

    2. Check that Box Sign is available for the account
      If you’re using a Box developer account, Box Sign may not be enabled by default. In the Box Admin Console, go to Enterprise Settings > Box Sign and confirm that Box Sign is enabled for your enterprise and for the user connected to Salesforce.

    3. Check your browser settings
      Please make sure pop-ups and third-party cookies are allowed for *.box.com and your Salesforce domain. You can also try reproducing the issue in a different browser to rule out a browser-specific issue.

    If the issue persists after these checks, please open a case with Box Support and include the following information:

    • Your Box Enterprise ID and the email address of the Box user connected to Salesforce
    • The version of the Box for Salesforce package you have installed
    • If possible, a HAR file captured while reproducing the issue

    This information should give the Support team enough context to investigate the issue further.

    Hope this helps!

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