Support Forum

I have two domains in domain management. I cannot seem to remove one of the domain (which is hotmail.com). Any help would be useful on removing this hotmail.com from the domain management list of domains.  Thanks,  Ash 

when i open my Excel file online it says login.live.com refused to connect.  i am not able to edit my file. i am logged in to the box . it was working till couple of days back. thanks

Box desktop sync used to display track lengths both when you'd cursor over the file as well as on the Detail tab in properties. My wife is an independent radio host and uses Box 95% for mp3 & wav music files. Since we switched over to Box drive, the track  duration properties no longer display either of those ways. She often needs to "time-out" show segments and used to be able to find duration-specific info just by cursoring over titles. This now necessitates the extra step (and time) of opening tracks in one of the media players that she uses in order to find a track length that will work. It doesn't matter whether I copy/paste downloaded music in to Box drive or use the Move To function; the properties do not migrate along with the track like they used to. Anyone have any ideas on a fix for this? Thanks!

We have a user who cannot log into her account. I believe she deleted her authenticator account and cannot get a QR code to re-create it. I tried, as an admin to invite her as a managed user but it won't let her accept unless she can log in. She keeps trying to log in but can't. How can we fix?   -Adam

If I share my Box file via link with a client over email without a password is that still GDPR compliant or do I still need to protect my files with a password?

When the user tries to connect, the 6-digit authentication code is never delivered. It asks the user to end the 6-digit code from authenticator app, which is not available. Need help to resolve this ASAP. Thank You. [personal information--redacted]  

Hi,We forgot to update the payment system. There is a problem every time we want to make a payment. I did the steps in the articles, but the payment is not happening. Since we are not logged in from the admin account, we created another account. What kind of way should we follow in order to be able to pay?

I had received some number of SMS with a Code, but each time I write it, “Wrong Code”

I accidentely deleted a folder. I search for it in the trash and foun the folder, but without the contents when i recoverd it. How can I get my files that were in it back ? Thanks for looking for it, Maarten Merlevede

On box drive on my home computer, it looks just like file explorer.  On my home computer and a colleague's computer, I see little cloud icons next to each folder and file.  What is the difference?  And if one is better, how do I change?

Good morning, I have deleted a file on box from my iPad pro and I am unable to find a recycle bin. I would like to recover it from your server. What is the procedure ? Thanks    

There's a feature in the interface that is annoying me.  Sometimes when the dropdown menu appears above the file, the upper section of the dropdown menu is blocked by the Chrome toolbar. Hiding the toolbar itself doesn't solve this as the menu still gets blocked by the Chrome body. So in this case if I want to download a file I have to right click the "unblocked" part of the dropdown menu to activate the rest of the actions available. Very inconvenient.  The tech customer service told me that this is how it is and can't be changed. And I'm not quite convinced. I can't be the first one to encounter this issue. Does anyone know a solution? cheers.    

Hi there, In the past some have timed out, but I can't download any today and have oodles to download. My internet is perfect and not dropping out so I can't understand what is going on but it's driving me potty. Any help gratefully received! I'm on a Macbook Pro M1, but I was last time I had to download gigs of videos etc and it worked fine, so I don't see how it could be an issue there... Many thanks, Rebecca  

Hi, I have never set up a 2-step verification for my BOX account and am now faced with a 2-step verification during login. I am unable to set up 2-step verification, as I can't log in to my account. I had to create a new account in order to post this support message. How can I recover my account / get the 2-step verification disabled? Thanks in advance.

I use VPN unlimited and unless I turn off the VPN, I cannot log onto box.net.

Hi,   I'm trying to supress email notifications in certain cases when making API calls to box.  I am following this guide: https://developer.box.com/guides/api-calls/suppress-notifications/   However, I'm not sure how to enable the: "Can suppress email notifications from API calls " feature which allows the api calls to use these headers, for my developer account? 

hi, i can't login to my account. i am getting the following message   I cleared cash but nothing works !! can you please help ? 

I've been using the Box Toolkit for a process that has worked for years with no issues.  Now, all of sudden we are getting "Read Timed out" after making call outs using Class.box.Toolkit.sendRequest.  It's strange because it's working fine in the  SalesForce sandbox.  So, it's only happening in production, recently.   Thanks, Dan

After generating a shared link with view-only access for a doc/video if the user opens the link in the browser to view it, the whole content is still available even after shared link has expired. More surprisingly while viewing there is absolutely no checks made to the Box.com APIs by the browser. Therefore the shared link content is available even if there is no network connection. Of course if user refreshes the browser then it fails. This is surprising as whole content (doc or video file) is downloaded by the browser.  Isn't it possible that a hacker can find this content ? I tested with a a 10MB  size file so not sure what is the behavior when file is very large.  

HelloIn my Box account I have a lot of pictures and mostly I prefer to use the thumbnails view on my file explorer. But even if Box lists all my files and I can open them no thumbnail is created when I enable this view. The issue occurs with Windows file explorer as well as thirty part apps, like FreeCommander or Directory Opus and for all folders. All files are marked with a small cloud icon and this makes me think if they are not really downloaded but only "cached". I have another computer with the same Box account configured and on this 2nd machine everything works normally: files are not marked with the cloud icon and thumbnails are regularly created. Any idea about what's wrong?

Box Drive squeezes local drives. All accessible Box files appear to have been downloaded to your local drive. Therefore, about 100GB of local drive is consumed. Is it possible to delete Box file data only on the local drive? I tried to log out, but I couldn't reduce the capacity.  

Given a read-only public share:https://app.box.com/file/863575635687?s=1wjinjb1jf5gmukqzkrkxcqkrtkr5o2hWe need to access this via Ajax request, but your server provides no CORS header.Would like to see Access-Control-Allow-Origin: *or a way to whitelist domains on file sharing, same as your App/API service offers.Help?

Hi Team, previously there is no issue with me to access this one folder that contained all my critical working file. Suddenly today, the folder disappear from my box drive and I cant access the link online.  For your info, Im the Co Owner of the folder. Tried to find the file from Bin/Trash, but seems not there. Are you able to help to retrieve back the file? as it really important.

In SSO with AzureAD, when renewing a certificate to be uploaded to Box, does it matter which format [.cer] [.pem] is used? Is there a format specification?

Hi,  I can't seem to find a way to bulk-delete managed users via the CSV file, I leave the names to be deleted off the updated CSV, and the update never takes place. Any ideas?   Thanks