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Question

Can't contact support

  • September 3, 2026
  • 2 replies
  • 49 views

I've been stuck in the old file system on windows since June and cannot contact support, I generate the logs but there is no option for me to contact with support.

 

Any guidance would be ideal

    2 replies

    Rona Box
    • Rona Box
    • Community Manager
    • September 4, 2026

    Hi ​@Tomás Costa, 

    Welcome to Box Community and we’re glad to assist! 

     

    Could you elaborate? Is this regarding your Box desktop application? 

    1. What is the Operating System running in your machine? 
    2. What is the current version of your Box desktop application?
    3. Are you running into errors? If yes, it’d be helpful if you could attach a screenshot of your error. 

    Note: Your ability to contact the Box Product Support team and raise a case will vary according to your Box subscription. 

     

    Freemium users are most welcome in the Box Community, please don’t hesitate on joining the discussion or create a post! 

     

    Thanks for posting, and we look forward to hear from you

    • Tomás Costa
    • Author
    • New Participant
    • September 10, 2026

    Hi Rona

    My Current Box Drive version is 2.54.169

    My machine OS is:

    Edition    Windows 11 Pro
    Version    25H2
    Installed on    ‎24-‎Feb-‎25
    OS build    26200.9445
    Experience    Windows Feature Experience Pack 1000.26100.360.0

    Currently, my Box Drive, even though it’s in the 2.54.169 version, it's not using the new architecture, missing all the features shown here:

    https://docs.box.com/en/box-drive/getting-started-with-box-drive/new-box-drive-for-windows-built-on-a-new-architecture

    I installed on a different computer, and a week later, these where available, there fore it must not be a problem with my user account, rather with my device.

    Currently, my boss and me are the only ones with this issue, the rest of our team has box fully functional and cannot recreate the issue, can’t index any box files,mark single files for offline access. Again, this only happens on my primary machine. And my boss has the exactly same issue on her primary machine, with her own Box account. 

    Fully reinstalling, cleaning all data, removing registry keys, all the documentation available, does not work, the problem persists, I've been on this for two months already. 

    My team lead has premium account, my personal account is freemium. If we have to submit via our premium account, please let me know.

    Here's some screenshots, as you can see, it’s the legacy file structure, with the legacy features.


     

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