Support Forum

When I sign in, the following message appears. Oops! Something went wrong. Please contact your IT administrator if you continue to run into this issue.To tell the truth, I’m the IT administrator in the organization myself, but even if I ask myself how to solve it, I can’t figure anything out😭Of course, I searched for previous cases of similar issues. Previous Case1I Keep receiving this Message: Oops! Something went wrong. Please contact your IT administrator if you continue to run into this issue. – Box SupportLog out and log in to the Box website? → Yeeees. But nothing get solved Please try your alternate browser. → I did. I also tried Private-mode. But never solved. Clear your browser's cache and cookies. → Same as above Make sure your browser is up to date. → I always use the most up-to-date browser. Also, when I signed in with another test user using the same browser, this message didn’t appear. Check your firewall if configured. → As I mentioned above, since the issue doesn’t occ

Hi,I have been a happy Box user for many years (I can’t even remember how many). I have always used Box Sync to share data between my units. This has served me well.I recently started to use Box Drive instead, and now I am in trouble. My main audio production computer has a relatively small system drive. Instead, I have additional drives with large storage capacity for all my media content. This means I need to move the Box Drive folder to another drive, which I can do - great.BUT… it seems that the Box Drive cache folder (which is located on the C-drive) fills up as Box Drive i syncing my folders. Is there a way to move this cache folder?If not, the use of a larger drive for Box synced content is meaningless, and renders Box useless to me.Is there a way round this?Regards,Fredrik  

I had filled in several pages of a document online in the box app on my IPad and then moved it offline. All the information was still there when it was moved to offline but after I removed it from offline the document was blank and no longer filled in. How can I get back the previously filled in information/restore?

Good afternoon,Our client wants us to fix an issue where File Explorer customizations are not being respected when viewing files in the Box Drive path on the workstation.Specifically the file name column is not wide enough to display the full name of files/folders in the path, but this issue is not present outside of the Box Drive environment.

Windows11 のデスクトップアプリで、Box Sync を利用していましたが、Box Drive への移行がMUSTというような通知が来て Box Drive をインストールしました。するとエクスプローラーで既存のファイルにアクセスできなくなっただけではなく、PC起動時に「Box Drive で予期しないエラーが発生しました」のウィンドウが出るようになり、アプリの削除を試みても削除できない状況です。上書インストールを試みると「最新バージョンです」としてはじかれます。解決方法を知りたいです。

I am unable to access a shared folder. I have cleared my cache/cookies and have tried multiple different browsers but still keep getting the below error: 

Box drive update v2.52.305 in windows 11 a valid version or a Trojan for HID.ALEXA.52We have one windows 11 PC that is prompting to update to v 2.52.305 when you do Symantec business reports a detection of HID.ALEXA.H52 of the file of box.ui.exe. no other pc is reporting this update version ready? 

I have originally created my box account using the google/gmail sso without password. I can log in using that SSO however the Box desktop client on windows always brings me to a website where the only option is password-based log-in (without the Google SSO). So I have tried to create a password in my account settings but that always fails without explanation. I have even tried setting up 2FA but even after that it’s still broken. Now how should I get my desktop client connected?!

My organization has lost access to all of our folders on Box this past hour.  Everything we try to navigate to claims “Oops! We can't seem to find the page you're looking for.”  Is anyone else experiencing this mass issue?  I hope someone from Box is working to resolve this.

Hello, One of our users (not me) is experiencing this issueCannot open account settings, profile, help, basically can’t open anything, looks like account has been deactivated and broken at the same time, hence why it is me that is writing here and not the affected user. Tried different networks, computers, browsers and nothing works, issue is with account itself. Could you please assist? Or how do I raise a ticket?

I keep receiving this message: “Oops! Something went wrong. Please contact your IT administrator if you continue to run into this issue.” I am unable to access my files. This is a private account so I do not have an IT administrator. I usually use Box Drive and am unable to access files from either Box Drive or the browser. Have logged in and out etc. 

Dear whom it may concern One of our members using the BOX folder is having trouble accessing a shared file or folder link.The user mentioned that the exact same folder was accessible yesterday, but it is no longer working today.Please see the attached screenshot and assist in restoring the user’s access to the folder.User account: <removed personal information>Thank you

Bonjour,depuis quelques semaines je ne peux plus écrire dans une annotation au sein d’une boxnote.Je peux uniquement sélectionner un paragraphe en double cliquant, mais le curseur n’apparaît pas. Je dois naviguer avec les flèches ou la commande “fin” pour écrire dans le paragraphe sélectionné.Ce n’est pas totalement bloquant mais très peu pratique, et j’aimerais savoir si ce problème a été identifié et s’il est possible de le résoudre.Il persiste si je crée une nouvelle annotation.Merci et bonne journée.

As of last week box for desktop will not let me work with excel files.   Here is the message I receive:  The "Box for Microsoft Office (desktop) is currently disabled by your box administrator" error occurs because the enterprise integration toggle is turned off in the Box corporate management settings. Fixes for both standard end-users and IT administrators resolve this block  I also get this message: My company IT guy has already checked all settings, I have Box Drive, Box Office.  It all worked just fine until last week.  I need someone to toggle the enterprise integration on.

[Summary] I am attempting to upgrade my Free account to a Box Business plan, but I am unable to complete the process due to a recurring error.[Steps Taken] Created a Free account, verified my email address, and logged in. Clicked the "Upgrade Plan" button in the top-right corner. Selected the "Business" plan. Set the total number of users to "3" and selected "Monthly" billing. As a Japanese user, I initially entered all information (including payment and address details) in Japanese characters. 6. The payment method used is a VISA Virtual Card. To ensure there were no typos, I had multiple colleagues double-check the entered information. I have confirmed that all fields were filled in correctly. After clicking the "Upgrade" button, the error occurred. [Results] An error message appeared, and the upgrade could not be completed.[Error Message] "An error occurred while processing your request. We were unable to process your payment information. Please double-check that all field

Hi. When I try to log in to Box, it tells me my password has expired and I need to reset it. I clicked the link sent to my email to reset, successfully changed it, but then it takes me right back to the reset password screen and will not allow me to log in using the new password. This has happened multiple times. I’ve also tried going back to the home page and clicking log in again, but it takes me back to the reset password screen. Can you please assist?

When I upload a PDF it is not showing preview for me and my customers (external from my org).  For example I tested (.txt file) it is working fine, but the PDF is not loading.

Attempting to migrate files from a microSD to Box using Box Shuttle but get a failure to connect error when box shuttle attempts to look inside the microSD. Have tried several methods including setting a network share, changing drive letter, and double checking permissions and sd card status/errors and nothing has worked. Previously tried an SD card reader on windows 11. Currently trying built in reader on widnows 10 computer.

As users leave our org, we archive their data to an admin profile using the Admin option: (1) "Delete User" 2) "Transfer content and workflowss to another user”.After that we don’t want the data accessible by anyone that it was shared with though. We find that the data is still accessible after it’s moved, which is logical.What would be the best course of action to deny access? Before deleting the user + transfer content...Would it be to:Login to box.com as an Admin Go to the user content Login as the user Go to user Profile > Collaborators Remove collaborators one-by-one

I tried three times to purchase the upgrade for my space, but each time I get blocked with a message that says something like: “Your account needs further verification, please submit a ticket to customer support.” What should I do?

“The file or folder has deleted or can’t be used.” error message comes out even the file has been shared recently.

We are trying to upgrade our plan and there is a payment error, it asks to verify all fields again or contact support. We tried multiple cards and the same error occurs. Please advise on how we may proceed.

I have an existing Box account associated with an old email address that I no longer have access to. How do I delete that account or merge it with one associated with my current email address?