Support Forum

One of our users, <personal information- redacted>, has an active account but has been unable to use this account as the user never received the confirmation email and cannot reset the password. Last time we had a similar problem, one of our users was placed on a block list because initially their first few emails had bounced. Could you please see if this user is on that list and remove them if so?

Hello, I have the usual problem with the Storage Data used being incorrect.  Can I request someone kind to run the fix script for me? Many thanks!Graeme

Why is it so difficult to find access for support and questions? I want to talk to someone with BOX not the community NO offense! My uploaded pictures do NOT upload to share and I have wasted so much time just trying to get help let alone let my client see what we are trying to share !

Hi Support Team, What is the best way to reach out to technical support, email communication us very cumbersome and slow. Thank you, Shredhar

Dear Box Support, I am encountering an issue with my form template. After creating a template with various input fields, I've noticed that none of these fields are appearing when I attempt to use the template.  I have verified that the template is selected correctly and that there are no conflicting field settings. I have also tried opening the template in different applications to rule out potential file corruption. When sent to the recipiant none of the template fields have are appearing  Could you please provide guidance on troubleshooting this issue? Any assistance would be greatly appreciated.Thanks    Chris   

Hi, I have a samsung s22 where I upload a lot of pictures from work in to Box. I am currently at 12 gb out of 100 gb on my Box account. However, my Phone says Box is taking up 29 gb of data on my internal storage. This seems really weird but I dont dare to clear data (in Box app in my settings) on my Phone. What should I do?

Hello, I am unable to create an account for <personal information-redacted>.  I cannof locate an existing account for this user under Managed Users or External Users.  Thank you, Jeff Abare

 One of our former employees, Ben (personal information-redacted), created a Box account and enabled 2FA on it. Since Ben has left the company and we no longer have any communication with him, I attempted a password reset but cannot access the account due to the 2FA. Could you please remove the 2FA from the account associated with personal information-redacted

We have a remote team and the Box drive looks like a great feature because it allows personnel to download or upload straight to box without ever hitting the person's device.  However, I cannot find information on the security of Box Drive in relation to a person's device.  Is Box Drive just as secure? Will the individual be able to access box drive even if they leave the company and we remove them (since they have it installed on their computer)? I have specific security concerns but have not found direct articles on this.Thanks!

My Box drive capacity is not correct. I deleted all files and folders in my Box drive.However, Box shows I am using 3.3 GB!Please support me to fix. Thanks

Hi all,  After a file is renamed (normally .docx files) when I try to open from Box browser page using Box tools to open in the desktop app, a message pops up saying the file has been renames since the last time it was edited (see screenshot below). After I click the top, recommended option then it never loads in the desktop app, it just continuously shows the launching screen on Box browser page. If I try again it goes to the launching page and stalls there again. If I click the bottom option to cancel then it doesn't load and when I try again the same error message appears. I tried uninstalling and reinstalling Box tools but that did not work. Restarting my computer is the only solution I have found, otherwise I have to download the docs, work offline, then upload again at the end but this ruins my workflow. Thanks for your support everyone.   

Hello, Is there a way to send multiple templates to a recipient (in one email) or do we have to send each template separately? We have several templates and would prefer to keep them separate. This way, if any updates are needed, we can update individual templates without having to combine them into one PDF and revise the fillable fields for the entire packet. 

I support users who use Box daily. Yesterday a user reached out to me with the below screenshots. I was able to contact the end user the next day and their Box was fully functional except for one error posted below. Right and left clicking the file and pressing the i takes me to a Box support page for missing files. End user isn't missing any files on Box. What is the below error showing and how do I dismiss or remedy it? Thanks!

We have been using Box to receive files from internal platforms and other sources, and for the past two years, we've been using Box Drive on our Windows server to sync these files from the cloud. However, as of yesterday, Box Drive has stopped automatically syncing files from the cloud to our Windows server. Interestingly, if we delete or add a file on the Windows server, it syncs correctly to Box cloud. No errors appear, but to trigger a sync from the cloud, we now have to log out and back in. Here are the steps we've already tried without success: Logged out and back in to see if the issue resolves Rebooted the server Uninstalled and reinstalled Box Drive Deleted files to free up space Could you please assist us with resolving this issue?

How do I disable the upload error pop up on my desktop? I have gone under my settings and unchecked all notifications and I'm still getting them daily. 

Hi, Is there a way to sync BOX Drive to SharePoint? We would like to backup BOX to SharePoint. Kindly advise. Thank you.

Hello,Please my free space is not reclaimed when files are deleted. I have red in few discussions, that you have to run some script on my account to refrest free space available. Thank you for your help, have a nice day...

Hi, I am having issues uploading files on the web version of box. The first set of files I was uploading went in with no issue. After that I tried to upload files to 3 other folders and they are not transferring in. I have cleared the cache and cookies, logged out and back in and even restarted my entire system. 

I have downloaded the installer (boxdrive. msi) and am unable to open it. 

Our IT Admin left the company and I need to assign the Admin to our COO and CTO (I am the CEO of the company) Can you please contact me for support by email in the account is fine.

Hello, we use BOX to share the files with internal and external users. Today, we all 3 parties were not able to open a document which we use daily to log our issues and activities. Can you please look into this? We can download the file, but all 3 parties edit this document at the same time sometime during the day.

Followed delete instructions but cannot delete. No trash icon. I'm sure it's bc I'm not admin, but they're my files. I should have said privileges. Can't even rename them, yet can upload. I don't like when you can upload but can't delete the same, or when the implicit contract (CRUD) is violated and stuff is just hanging there. 

I have the same issue where Box.com throws the alert" Box Drive requires a Windows restart to finish updating." Windows is updated, I re-installed the app a few times. I am using Windows 11 Home on Surface Pro 7th Edition. 

In the web: https://developer.box.com/reference/get-users/ It is listing all the users there.But when i am using postman or javaScript code it is not coming. I am getting this response { "total_count": 0, "entries": [], "limit": 100, "offset": 0 }curl: curl --location 'https://api.box.com/2.0/users' \--header 'authorization: Bearer horYnqVS6BdU8X**XHERfY0Y6sOpXI6S' \--header 'Cookie: box_visitor_id=66acdc3c8eeef8.59718257; site_preference=desktop' curl for token generation: curl --location 'https://api.box.com/oauth2/token' \--header 'Content-Type: application/x-www-form-urlencoded' \--header 'Cookie: box_visitor_id=66acdc3c8eeef8.59718257; site_preference=desktop' \--data-urlencode 'client_id=68719cw2b8ihq7joot2fthclfueuz964' \--data-urlencode 'client_secret=DvJdjt********************SViKPe' \--data-urlencode 'box_subject_type=enterprise' \--data-urlencode 'grant_type=client_credentials' \--data-urlencode 'box_subject_id=1216648223'

I can't upload any file every now and then. I'm trying simple .xlsx spreadsheet with no special characters in the name. Most of the times I can't upload (a few days a month it works for me). I don't have VPN on, I cleaned cookies, changed browser, nothing helped. I see the 0% progress for a few minutes followed by: "Something went wrong with the upload. Please try again"