Support Forum

Hi A previous employee had designated herself as an OWNER of a few of our folders. She is no longer with our company and has left the company a few months ago. We need access to some of these folders as no action can be taken (moving them, editing them, etc) even with others as CO-owners NOTE: This is not the actual OWNER of the company, but only specific folders. NIck Guida is the actual owner, CEO and founder of Guidance Wealth Advisors. Also need confirmation if best practice moving forward is ALWAYS to have Nick as OWNER of every folder and employees designated as Co-owners, editors, etc...        

Hello, We are having massive authentication issues with this new "streamlined" box interface. What happened to the one in Classic where you could actually see everything on one page! At any rate, it's completely not working. We are able to get our service account hooked in, and then when we try to get the regular account set, we get this error: You may not log in with an enterprise that does not match the service account. AccountId for User XXXXXX AccountId for Service Account null - and there is no way to disconnect the Service Account and reconnect it just to see if that will work! The only thing on the annoying new settings page is the request for the general user authentication. and yes, I am sure that the Enterprise ID listed in the error is correct, both users are in the SAME enterprise, and credentials are correct - especially since it is working in the sandbox, and not in production. The sandbox had an older version when we authenticated (3.77) and production was on 4.52, and w

Dear Box Support Team, I am currently using a free account and have encountered an issue when attempting to set a password. Since no password has been set for the account yet, I tried to input a new password through the "Change Password" section. However, I am receiving an error modal stating "There was a problem changing your password" and I am unable to set a new password. Could you please assist me in resolving this issue? Thank you for your help. Best regards, Sho

I am trying to get an email to reset my password for my <personal information-redacted> account. However, I am not receiving the email at all. I need access to this box folder for work.  Please respond ASAP

Please help to run a script to reset the box storage, thanks. You may find more information from the previous request #2382273 "Used storage incorrect for my account"

Every time I start my computer, Box drive says there is an update.  I follow the instructions to install said update and it fails every time and asks me to send a log (which I have done repeatedly).  Box drive still functions, but it won't update. The above solution does not fix the issue.

In the box support site, it is written that  "The maximum number of prior file versions you can access corresponds to your Box account type: Personal Free - 1 Version" https://support.box.com/hc/en-us/articles/360043697054-Accessing-Version-History#:~:text=With%20the%20exception%20of%20customers,Personal%20Pro%20%2D%2010%20Versions   Does this mean that Personal Free users can see 1 prior version of the file that they are having (so total two versions including the current and prior 1 version)? Please correct me if i am wrong. This is what i understood from the above sentence. But in any case i am not able to view 1 prior version of the file that i created in my account.  

hello,  please run the script to correct the storage usage for my account as described in the support articles.    Thank you Ken

Hi All, we've got a PDF catalog that we are sending the download/shared link out to limited number of clients. Is there a feature in Box that forces users to put in their name and their email before they can download the PDF? In addition, a way we can track this list?  I understand you can put a password to the file, but password can be passed onto all people to access, still no way of tracking who downloaded the file. Thanks!!!

I do not have the option of "make available offline". I need to unlick it to free up space on my desktop but do not have that as an option. I have folders syncing to the desktop that I only want syncing to the cloud at Box.com as they are taking up too much space. I have Box sync version 4.0 and have tried to read your help articles but cannot find a solution. 

I am trying to share a folder in box with multiple external recipients.  I was able to easily share with the first email.  I have tried this multiple ways and multiple times.   I am getting an error when attempting to share with more emails. There was a problem while completing your request.  Please try again There was an error getting the shared link for this item.   Any help would be great. 

Hello! My storage says I am using 8.3GB of my free 10.0GB but I am currently using less than 1.0GB. Could you fix it, please?

My attorney sent me my discovery for my case and I can’t seem to view or download anything. I’ve been trying. Idk what to do

As suggested in Box document -[https://support.box.com/hc/en-us/articles/20738406915219-Platform-Insights], that Platform Insights is launched for Business or above accounts types . Platform insights is an administrator dashboard that provides a comprehensive view of your organization’s platform usage. The data tiles in the dashboard give you a quick visual snapshot of recent custom app activity, active platform users, API call count, and other helpful statistics.  Our account is an Enterprise account , but still Co-Admin  is not able to view Admin and Platform Insights in Admin Console. Could you please help us to understand what is missing here.  

1．通信の暗号化が行われているか2．ファイルを格納する領域のデータ暗号化が行われているか3．ログインパスワードの必須要件※英数混在の８文字以上か4．アップロードされたファイルにアクセスする際にパスワードを設定することが可能か 5．アップロードされたファイルのウィルスチェックは行われているか 6．ログの保存期間  

My box.com storage continues to read inaccurately and does not let me add any additional files. Since I posted about this issue a month ago, it remains without a fix: https://support.box.com/hc/en-us/community/posts/30174673551379-Storage-Full-but-seems-innacurate?page=1#community_comment_30809157154707 Can I please have someone from tech support assist? Or at lease provide a phone number for me to contact someone to assist. 

I cannot log in to my account. I have changed my password, but it is asking for two-step verification (none of the passwords work) and I don't have the account security codes either. Can you help me? I need to access my files. Thank you.

I got nothing in the cloud storage(also in the trash). but storage is showing as 1.5 of 10 used  could you fix it ?

Hi, I have several external requestors from the same external company not receiving collaboration invites. I have resend the invite, delete them and send the collaboration invite again, they have checked their spam folder and nothing works.  Could you let me know what could be the problem? Many thanks,

I downloaded the MacOS app, and when trying to log-in, I received an error message:There seems to be a problem with this app. Don't worry, your files are perfectly safe. Get in touch with Box support to get assistance with this app. We're here to help. Error: invalid_client  Show Error Details     There's actually nothing under the error details.   I removing the app, restarted my laptop, and reinstalled the app as recommend in another support case, but I have the same result.

Hi. Could you please run the script to fix storage capacity? 46,2 Go is not correct..  Thanks in advance.

can someone please run the script? I'm showing that I should be using 0 MB/GB but it shows that I am using over 11 GB. Thanks so much.

There is a group of us who use box to keep files on deals we are doing.  One of our people has left the group and we would like to delete the folders they owned.  I have tried to reset their password and log in as them to delete the data, but the reset password never arrives in their inbox (I have access to their email now.)  How can I delete these folders?

Hello, We have an employee who is having issues logging into Box. Their note to me regarding the issue: "The issue is, when I try to log in, I don’t know my password (from years ago) so Box attempts to send me a password reset to my old phone number. I don’t have access to that phone, so I can’t receive it to update my password." It sounds like they had 2FA enabled and is unable to get a password reset sent to their email. Can you assist?? Please message me and I can provide all of their information.  Thanks! Jackie 

I am unable to add a new user to our company folder. I've added the user multiple times but receive the same error each time. I deleted his account and re-made it again today but the same issue persists.