Support Forum

We are currently unable to access our folders in Box.com today. When opening Box, the page loads but displays the message: “Oops! We can’t seem to find the page you’re looking for.”The issue appears to affect folder access, and the Collections section also shows “Failed to load Collections.” We are unable to proceed with accessing the required files and folders for our work.Kindly check if there is an ongoing Box.com service issue or account/folder access problem. it was working earlier about 7:30pm EST. but now when im validating through the shared link, im getting this error. 

The last update has caused no end of troubles for us.  When we click on the Name to organize A-Z or Z-A it only works part of the time.  When we try to copy a group of folders from one file to another, half the docuements don’t get moved.  Is anyone else having the same issues?Why move the back button?

Hi, I have 3 folders that I am an “editor” on. The “owner” of each of these 3 folders has since left our firm and no longer has access to the email address associated with his box account so he is unable to login to his box.com account and give me “owner” access. Additionally, my box account is not associated with a company/admin account, so there’s no one internally at our company who can help with this. How can I get myself as the “owner” of these client folders?

BOXのアプリをインストールして、エクスプローラーでBOX内のフォルダを開いてデスクトップからデータをドラッグ＆ドロップでアップロードするとデスクトップの元データが消えて移動になってしまいます。本当はデスクトップとBOXとでそれぞれ同じデータが残るようにコピーとしてアップロードしたいのですができません。どこの設定を変更したらいいのでしょうか？教えてください。 動作環境はWindows11です。

Hello, Our company is undergoing an industry accreditation audit that requires our files be backed up in more than one place. We currently use Box as our only file storage.  What is the best way to automatically back up our Box data on a schedule to another cloud provider (currently looking at Azure Blob storage but would consider an AWS option). In my search thus far, I don't see much information regarding getting information OUT of box for this purpose. Can someone help with ideas? Thanks in advance.

I’m having a problem with Box Hubs where if I make the hub public and create a shared link, non-logged in users only see a default placeholder instead of the image thumbnail for any images added to the hub.This doesn’t make a lot of sense, since they’re still able to download the full sized image and see the full preview if they click on it. So why restrict the thumbnails, which are kind of a crucial aspect of sharing a content portal to non-users?Logged in users do see the thumbnails, but I need everyone to see them.

I recieve an error message when tryin gto open tasks and notifications: I also get an error message stating that My collections fail to load: This issue occurs on Google Crome, MS Edge and Firfox as well as on the Apple mobile App. I have cleared cache, and restarted. Nothing fixes this issue.  

メールで送られてきた資料のダウンロード先URLを開いても、お探しのページを見つかりません。と表記され、過去に提出した資料等も消えています。 確認方法を教えてください。  

Hi I'm an admin in Box for where I work I was trying to create 3 accounts (We have enough licenses) I created 2 OK the third I got an exclamation mark next to the email address with the following error - Email already used in a box account but not associated with an enterprise - I searched the email address but couldn't find an account 

In order to avoid uploading files not to be shared with others, I’m looking for how to set a confirmation screen or comments to double checking what I’m going to share before file upload.

I pay for the Enterprise plan which includes unlimited storage. I am the admin and I own the account. I am now not able to upload anything because it says my storage is full. This is obviously an issue on Box’s end. Please help! 

I use Box through my work to view media files.  A colleague from an external organisation has sent me an invitation to collaborate on a folder.  I’ve received an email with a link but when I click the link it wants me to sign up to a new box account. If I sign into my existing account via the link there is no folder showing, there are no pending invitations and in fact I cannot even see any reference to shared files anywhere. This is an extremely time sensitive matter (as in needs resolved now) required for court proceedings.

Hi, I’m using Box to display some assets but the preview only seems to show these for assets under 500 MB. Is there a way this setting can be changed so that all thumbnail previews are showing? Thanks.

I deleted file on May 4, 2026 and restored file on May 5, 2026 but it seemed the restored file arn’t fully restore. They appear only the folder but what within the folder are fully disappear and I set the file to be automated deleted for 30 days.My capacity is not full anymore. Please help with this issue.

Excuse me!I’ve had a problem with BOX reset. Is there a way or any instruction that can help me cancel this action. I’ve got stuck with this status for 2 hours after exiting BOX for unintentionally command synchronizing of other folders, which contains more than 300GB data.

I am a Mac used, and regularly search my Box folders via the search function in the Box Drive application. I use a keyboard shortcut to summon the search bar, but this appears to have a mind of its own - it often defaults to opening in a different space from the one on which I’m working, and is not easily movable between spaces (or monitors). Any suggestions on how to default opening the search bar in the current working space or monitor would be incredibly helpful.

Hi! I am trying to figure out why my files are syncing. Every time I try to sync it, it says “failed to sync, box server too busy”. I even uninstalled box sync and re-downloaded it but it still doesn’t work. It’s been like this for 5 days and I don’t know how to fix it.  Does anyone know how to fix this issue? Thank you!

I have used Box without any issues for many years on various devices and have a home setup with MacOS, IoS, Win 10 and now Win 11. I set up a new computer 4 days ago and indavertantly loaded the Box Drive App, instead of Box Sync that is on all devices.I removed the app and reinstalled Box Sync and now I am having multiple issues with strange updating of files and now a red dot on my most important folder.In searching for solutions I now learn that Box Sync is being discontinued at end fo 2026 and users are to transition to Box Drive. I’ve not ready to so that right now...I just want to get Box syncing accurately across all my devices. I’m not a tech pro but long time DIy user, but cannot solve this one.I’m ok with giving Box tech support access to my files to resolve, but don’t know how to do that eitherAny help to resolve this would be appreciated. then I can work out a plan to transfer all myd evices to Box Drive, but I need to get the Synce aurrate before considering that process.T

Are any of you experiencing Box Drive performance issues.  Many of our users are reporting very slow access when using Box Drive.  This is the case whether remote over the VPN or in the office.  This has never happened before.  The version for most is 2.21.202 which I think is the current one. Thanks!

Normal setup: one finder window set to a subfolder, searching for .pngs (or .jpegs, etc)Another finder window showing that same folder. I would use the search results and drag files from the search into the parent folder. This would normally move files. What’s happening instead is it’s copying the files. It leaves the searched images in the subfolder and copies them back a level into the parent folder (or to whatever new location I have). This is unexpected behavior and quite unhelpful to our workflows. I also have an outstanding question on horrible behavior with moving files (it downloads the entire folder BEFORE MOVING and Box has blamed Apple, but this is months now that I’ve been waiting for a fix. I am holding back our company’s computers from Tahoe upgrades because of this behavior.  Please Box, help this and my previous problem!https://envoyplatform.box.com/s/cpbe0qmdnn9juxltkupvfywgnihemc1p

Searching box is a time suck now. Searching the exact file name I am looking for and if it has a number in it, anything with that number comes up. fees first then folders. This changed in the last 2 weeks. It's very complicated to find certain folders now. My team is not happy. Is there a work around. I search 20 times a day and want to keep the same search default  

I upgraded my plan to the Business account and now numerous folders are empty or missing. How can i get this fixed ASAP since numerous people rely on this information and are actively looking for it? 

I am unable to add a user is says cannot add try again (removed image - your image contains user information) 

This seems to be a Tahoe-only issue and am hoping it’s a bug. Usually, i am able to move one folder (not downloaded, “Available online only”) from one place on box drive to another and it happens almost immediately. The contents remain available online only. On the computer that has Tahoe, if i initiate a move of a “Available online Only” folder to another “Available online only” Folder, it first downloads all the contents of that folder first, before moving. This is really detrimental to my workflow. Is anyone else running into this?

Hi,I have a Windows PC with two user profiles. Box Drive works perfectly for one user, but on the second user profile, we are having the following issues: Files can be opened, but they cannot be saved (permission/access errors). No synchronization: Any changes made do not sync to the cloud. No cloud icons: The sync status overlays are missing from the files and folders.  After I click cintinue:The first user on the machine has no issues at all. Why is the second user unable to save or sync files even though they can open them?Thanks.