Support Forum

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"

HI I would like to open a case for one user from our end

I color code my PDFs with text boxes. However, when I upload the PDF to Box and view it, they text boxes I have are shifting slightly up and to the left. See pictures below. However, when I redownload the PDF through Box, the text boxes are in the right place. It's only when viewing the PDF through Box. SHIFTED   NOT SHIFTED

After clicking on (share link)copied link turns green then disappears after a few seconds. Anyone have this issue or solution to this issue. Thank you.

I do NOT wish when I share a file, that a previous previewer`s name is on it-how can  remove it ,please?

Items uploaded on the cloud are not syncing with box drive

On my Mac (14.6.1) Box stopped responding. I removed app and reinstalled two times. When I launch, it says I have installed and old version over a new version and that I should send logs and open support case. I sent logs. How do I open a support case?

Trying to add a user to our organization.  Received a message that he already has an account.  Followed the process of clicking save twice, and sure enough - he received the invitation to join this enterprise.  However when trying to login he's being prompted with an Authenticator code.  He has no idea what authenticator was used as it was years ago.  How can we reset this? We're only a couple days into our trial period, need this resolved before we pay for the year.

When I logged into my company on Box, I noticed that the company name unexpectedly changed from my company to the name of one of my clients. This is the name in the box on the upper right corner of the home screen. I didn't make this change. How do I change it back to my company? The company name is greyed out when I click on the account settings.

We have quite a large folder ( in terabytes with a lot of files about 20GB each) that I need to download to my local external hard drive. Trying to use Box native application does not work as it tries to get the files into a cache first ( which is limited and difficult to change ) and I get disk full error even before the first file is downloaded to the final location. To overcome the issue I wrote some simple python script that uses Box API to get IDs of all files I need then calls File.download_to in a loop. That works for the first few files then I get: Request "GET https://api.box.com/2.0/files/<id>/content" failed with ConnectionError exception: ConnectionError(ProtocolError('Connection aborted.', TimeoutError(60, 'Operation timed out'))) File.download_to call never returns after that, even after waiting more than 24 hours. I understand the connection can be aborted but it should error out instead of hanging. Any way to fix this ?     

Hi, Our goal is to automatically copy certain folders upon their creation based on their names and paste them into different locations. Additionally, any files added to these original folders should also be copied to the corresponding destination folder. Example: When a folder is created at /NetSuite/CTGID/SFI: 21082024, we want to check if the folder name contains "SFI". If it does, a copy should be made to /NetSuite/SFI/SFI: 21082024, but only if this condition is met. Afterward, any file added to the original folder /NetSuite/CTGID/SFI: 21082024 should automatically be copied to /NetSuite/SFI/SFI: 21082024.   Is there any way of doing this with Box ?

the folder was accidentally moved into another main folder.  The person using the folder can see it on their Windows explorer as a separate folder because she moved it.  However, it is not moved on the Box website or for me or the two other owners on the account.  it still shows under the other folder.  do i move it? (I am the administrator) or will that duplicate it?   would love to chat with someone

Today I noticed that all files are gone. Occasionally I use Box, today I don't know since when everything disappeared.Please help me recover my files.

One of our users has lost access to his files and folder and need to have access restores ASAP. Please assist.

================================日本語================================ こちらの投稿をご覧いただきありがとうございます。 本質問内容について簡単に申し上げますと、JWT認証でアクセストークンを取得した後に認証方法がJWTのボックスアプリケーション経由でBOX APIを呼び出そうとしているのですが、 Status Code BadRequest: {"error":"unauthorized_client","error_description":"The \"box_subject_type\" value is unauthorized for this client_id"} というエラーが発生してしまうため、こちらの解決方法について教えていただきたいです。   質問の背景としまして、現在、OutSystemsというノーコードツールを使用してWebアプリケーションを開発しております。 その中で、アプリケーションからBOX APIを呼び出し、アプリケーションとBOX間でファイルのやり取りができるようにしたいと考えております。 アクセストークンの取得までは正常に行えるのですが、肝心のAPIの実行が上記のエラーが発生してしまい、正常に行うことができません。 以下、詳細を共有致します。 ■BOXアプリケーション●アプリタイプカスタムアプリケーション ●認証方法サーバー認証(JWT使用) ●アプリアクセスレベルアプリアクセスのみ ●アプリケーションスコープ：コンテンツ操作BOXに格納されている全てのファイルとフォルダへの書き込み ●ユーザーアクセストークンを生成する有効化 ■OutSystemsアプリケーションの設定や詳細●クライアントID、クライアントシークレット、アクセストークン取得URL全て設定済 ●Client authentificationSend client credentials in body ●アクセストークン取得タイミングAPI呼び出し前に取得   以上となります。 上記の内容に関しましてご不明な点、不足している情報などございましたら、ご遠慮なくご指摘下さい。 ご教示いただけますと幸いです。 何卒よろしくお願いいたします。 ===============================

I canceled my account before the yearly period ended (on 8/6/24), however, I was just charged for a new year on 8/9/24. Please let me know how to go about getting a refund. I can not locate a "contact us" feature on your website.

I open my app to look at photos and videos that I had and was going to save them to a different location upon opening a few of them they have now all disappeared from the app. What would be the reason for this and how can I get them back?

I have a free account.  I've used it for years.  It has important docs in it.  Somehow it now takes me to a page asking for a 6 digit code from an authenticator app.  I have no such app.  I can't get in.  Box refuses to respond to me.  How do I reset this?  My understanding is that free accounts don't even support 2FA.  

Hi thereI've worked during the last months to identify old files that are no longer need to be on box.com. However, i need them to backup or leave there as a kind of "archive".I can download them and delete them afterwards, but i'll run into the bandwidth limits. So, what is the preferred way to handle that for box?A) Leave the stuff where it is, consuming your disk spaceB) Download & delete it ... can you disable the bandwidth monitoring for the time the download is in progres?Thanks,Matthias

Dear Box Support Team, I hope this message finds you well. We are currently in the process of integrating Box API functionalities into our application. While we have successfully accessed sign requests through the Box API, we have encountered specific requirement that we are seeking clarification on:Checking if a User Has Signed a Document: We need functionality in the Box API that allows us to determine whether a specific user has already signed a document. Unfortunately, We didn't find this functionality in the current Box API for sign requests. Are there alternative methods we could utilize? Thanks.

I recently downgraded to a smaller-sized account and deleted all my excess files, and by my count I'm using about 1.2GB of storage now. But Box is still saying I'm using far more than that and won't let me store any more files. I can see from other posts that this appears to be a common issue, so could someone at Box please correct this for me? Thanks :)

I know that calls to api.box.com count against an API limit of 50k to 100k calls. Do requests to `dl.boxcloud.com` count against that limit as well?    e.g., if I call `https://api.box.com/2.0/files/:file_id/content`, is that two chargeable requests counting the redirect, or one?

Hi there, it seems just recently that when I try to open an xls/xlsx file from Box to Gsheet, it gets stuck in the perpetual loading phase and then it returns a response that it failed. Regardless of file size.We tend to collaborate on gsheet a lot, with internal and external members of the organisation and would prefer if our live collabs are logged back into the file residing in Box. What happened? Is this an integration issue? Looks like the platform and developer forum has been deprecated and I wanted to find out if this was a technical loophole to administer in our Gsuite w Box...Any support is highly appreciated.Thank you!

To resolve this issue, please contact Box Product Support so we can help you determine the cause of this error and free up the affected email address. Please create a case with the email address of the existing account and the email address you are trying to add.

Hello, what is the solution when Box fails to launch files in any of the Microsoft office apps (ex. Excel or Powerpoint)? I have the Microsoft Office Box Tool installed and have used it for a few years now. This problem just happened intermittently in the past couple of weeks. My Operating System is Windows 10 Enterprise and Box Drive version is  2.40.333.