Support Forum

There have been significant syncing delays. 2 different users updated the same folder with 2 separate files and browser and explorer versions didn't sync for over 15min.   Renaming files takes several attempts as well.   When saving from Word to PDF, the PDF files disappear for a bit. Even hitting the "sync" button doesn’t seem to bring them back immediately. They usually reappear after about five to seven minutes.

I have been invited to share files here and have logged in.  In order to access the shared box and upload my files, I need to update my password.  I have tried a few times but it keeps telling me that my current password is incorrect.  I am stuck and cannot access the box to share the documents.   Please help

昨日までスターターのプランで、5ライセンス契約しており、1ライセンス使っていなかったので4ライセンスに変更しようと思い設定をさわっていると、間違えて1ライセンス減らすところを4ライセンス増やして契約してしまった。これは間違いで、正しくは4人で使用しているので、1ライセンス減らして4ライセンスの契約に変更したい。

I'm getting this error message: Traceback (most recent call last):  File "box\app\bfd_main.py", line 18, in <module>  File "PyInstaller\loader\pyimod02_importers.py", line 378, in exec_module  File "box\patch\win32timezone_patch.py", line 12, in <module>  File "PyInstaller\loader\pyimod02_importers.py", line 378, in exec_module  File "win32timezone.py", line 244, in <module>ImportError: DLL load failed while importing win32api: The specified module could not be found.

I am encountering an error when attempting to permanently delete an individual account.  I would like to request a refund for the charge incurred on 04/13/25.

Hi, we recently noticed that Box Drive was not syncing.  We used the method to restart the sync process using regedits.  We were able to get some data to sync immediately after the procedure, but nothing else synced after that first time.  Please let us know what we should try next. Thanks in advance.

I am an IT administrator for our company. We need to prevent users on unsecure workstations from making folders available offline with Box Drive. Is there a setting or registry configuration to prevent users on a workstation from making Box Drive files available offline?   Thank you, Mike

The storage is incorrect. My contract plan is Business Plus, but the storage is not unlimited. Please correct the storage capacity registration. I am currently unable to upload files, so please fix this as soon as possible.

I have a folder that I do all my coding in C:\code and I want to add this directory to Box as a backup but do not want to move the coding folder into the default Box directory.  I thought Box Sync was the answer as it allows me to right click a directory and add to Box yet leave that directory where it is, but this seems to be deprecated for Box Drive.  I have reviewed the documentation on Drive with no luck and so here I am.  Anyone know a way to add C:\code to my Box drive without having to move it?

I can’t support a help ticket anywhere I got billed without ever using the product. I didn’t even get reminder I was being charged. I want a refund. How do I contest this charge?

I just downgraded my account from Enterprise Starter back down to free version, which should allow for unlimited collaborators. Now I keep getting an error message that Collaborator cannot be added and to try again. I keep trying, and it's still not working. The downgrade was made 11 days ago. How can I get my account to accept new collaborators?

Every time I open a pdf today I'm receiving the error message that "This preview didn't load because the document may be protected.  Please try to open or download the file to view." The files were fine last week.  Any suggestions?

Dear Team,     Need your help to restore my BOX folder " MEA Handover" I am unable to view my files and folders. It is showing empty files in BOX even there is 0 GB/KB in properties of folder and also I am getting some error messages (Error upload) .Can we have connect to resolve this issue. Email : priya.gururaj@in.ibm.com  

Is there a way to turn off the disabled link globally so I don't have to turn it off for every file I share?

When I signed up for ONE license, I was charged for 3. It clearly said 3 subscribers for 1 account. I need this resolved asap and the overcharged reimburse.

Hello, I can not sync any file from any pc. We reintalled box drive application in all pc with no resulta. Can anyone contact us to solve this isue? Thank you in advance. Mikromic Team

Carin has been experiencing an issue where multiple Microsoft Word and Excel files saved in the Box drive will not open through the file explorer. When a file is clicked, Microsoft Word or Excel begins to launch but suddenly stops. The files open perfectly fine using the web browser version of Box. The only way to get files to open is to remove all dash – characters from the file name. I included a screenshot of a file that is having these issues. We have tried reinstallations of Box, Microsoft Office, as well as clearing the local Box cache. Long file paths have been enabled on the system through the Registry as well.  When Microsoft Word is launched first and then the file is selected through the file browser, we are receiving an error saying “You can’t open this location using this program.” I’ve attached a screenshot of this error as well.  

According to my box account I'm using all  my gigs, but I've deleted many files and this isn't true. Can someone fix this issue?

Hi, I cannot sync anything to my account. It shows quota exceeded even when I keep deleting files. The box sync folder on my laptop has a size of disk of 8.41 GB, yet on my account it shows 11 GB of 10 GB used. How can I fix this? 

I purchased Box to save product images and display on the Netsuite Assembly Item page.  I have followed all of the steps provided to integrate, but am getting the following error on the Box Content tab of the Assembly Item page: "Service Authentication Error There was an issue with the Box SuiteApp. Please refresh the page and try again. If the problem persists, contact your NetSuite Administrator." How do I fix this issue?

Box used to open my pdfs in Foxit, which is what I use. After running some updates, it's now trying to open them in Adobe, which I don't have. I've looked through the settings and I'm just not seeing it - how do I change it so that it's opening with Foxit again?

My account does not display the amount of free space correctly. I have 19 Gb of data but in acc shown full 25 of 25 of available space. Please recalculate free space for my acc.

I download app form this page: https://www.box.com/resources/downloads But installing couldn't be finished. My system is macOS Monterey 12.7.4

I made a similar request the othe day, butthe company field in my account is left blank. if you enter any of the entries from the top level of the BOX, the company logo will appear. <personal information-redacted>

i have an active verification through techsoup. I already have a box account. Can I get an upgrade through techsoup or do I need to create a new admin account with a different email?