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Your go-to space to ask questions, share concerns, and get help with any support-related issues.

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  • 36,341 Replies
10000 Topics
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community-managerKnown Participant
asked in Support Forum
HOW TO ROTATE AN IMAGE OR PDF INSIDE OF BOX?

I don't know why this is so hard to find an answer to - SURELY I am not the only one who opens up a downloaded PDF to find an page or an image sideways or upside down.....why isn't there a ROTATE BUTTON inside of BOX? Am I missing something obvious?  I have searched the Google "machine" and don't find an answer either. Hoping someone here can help me out! Thanks! 

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community-managerKnown Participant
asked in Support Forum
box is not syncing

Hello My files that are on my hard drive are not syncing to online box.  I all of a sudden started getting Upload errors and Other errors showing up and I'm really not sure what to do.   I just noticed when someone else tried accessing a file trough another computer and it shows on my hard drive but when he signed into the online box drive, it was not showing up there. I think this has been ongoing for a bit now. How do I fix this? Thank you.

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community-managerKnown Participant
asked in Support Forum
I can't add any MFA

Hi, I'm trying to set up MFA, but I keep encountering errors with each option: App: QR code doesn't load. SMS: Phone number is invalid (I added the correct prefix and phone number). Email: Email is invalid. I'm stuck here. Any help would be appreciated. Thank you!

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community-managerKnown Participant
asked in Support Forum
Excel will not launch to Desktop

Excel will not launch to Desktop. A message appears saying the spreadsheet is "opening in Excel....." but nothing happens. This has happened intermittently for years. It may work fine for long periods but then will stop, usually part way through a day (when it had been working fine). Today it has not worked at all. I have cleared History but this has made no difference. I want to use my desktop excel and not excel online as I need the full version. 

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community-managerKnown Participant
asked in Support Forum
Box.com Shared Links Requiring Signins

Our team uses Box.com to share files with clients who are not a part of our membership. As of this morning, clients have noted that they now require a sign in to view the assets we are sharing (typically photos and videos). They can still download these assets, but being able to view without downloading is a critical function for them.  We have checked and noted that this is not the fault of the permissions of our shared links as links that worked previously without issue now prompt the client to sign in. Is there a workaround? Is this a temporary bug or by design? Thanks.  

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community-managerKnown Participant
asked in Support Forum
Another item with this name already exists in the same folder but which folder??

I am getting an error in box sync: "Another item with this name already exists in the same folder ..." I have many files with the same name just like this one inside many folders, so I do not know which file is causing the issue.  In box sync there is no path shown.  In Windows in the box folder there are no icons showing problematic files. What can I do to find the problematic file?    

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community-managerKnown Participant
asked in Support Forum
BOXログインしようとしても2段階認証になりログインできないWhen I try to log in to BOX, it requires two-factor authentication, and I cannot log in.

2段階認証アプリへ送られていると思われる認証コードを入力しないとログインできないとなるが、認証アプリを設定した覚えがなく、2段階認証設定もログインできないと設定変更できないため大変困っている。 2段階認証の設定を解除しまずはログインできる状況にしてください。   It seems that I cannot log in without entering the authentication code sent to the two-factor authentication app, but I do not remember setting up the authentication app, and I am very troubled because I cannot change the two-factor authentication settings without logging in. Please disable the two-factor authentication settings so that I can log in first.

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community-managerKnown Participant
asked in Support Forum
Request to Add IP Address for Box App

Dear Box Support Team,   I hope this message finds you well. This is Taniguchi from Lightblue.   We are currently developing a Box integration application named “LBA-Box-Connect.”   App ID: 2210650 User ID: 31627712826 Enterprise ID: 1136111226   I would like to request the addition of a new IP address for accessing this application. The IP address to be added is as follows:   35.76.82.69

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community-managerKnown Participant
asked in Support Forum
Differences in behavior of tags and descriptions when moving and copying

There is a difference in the behavior of tags and descriptions when moving a folder and copying a folder.Moving a folder: File tags are preserved, and file descriptions are also preserved.Copying a folder: File tags are not preserved, but file descriptions are preserved.Is this difference in behavior by design, or a bug?Please let me know if you know a URL where this information is posted.

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community-managerKnown Participant
asked in Support Forum
建立密碼發生錯誤

新帳號在帳號設定裡面要建立密碼一直出現錯誤，下載的盒子同步也無法登入，重新設定密碼也無法建立帳號設定裡面的建立密碼

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community-managerKnown Participant
asked in Support Forum
Unable to add an email to account

Hi, I'm trying to add an email address to my account, but I get the following error message every time: "There was an error while trying to add xx@xxxxxx.com to your account." This is a company account. Could that be the problem? How do I fix this?

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community-managerKnown Participant
asked in Support Forum
Long-running script using boxr

I've developed a script that uses the boxr library (in R - https://r-box.github.io/boxr/) to enumerate all the files on Box that have been shared with me.  This totals several hundred thousand files, and the script needs to run for about 36-48 hours.  I've run this script several times, roughly quarterly, over the past year.  The last successful run was in September.  I"m running this script in R-studio on Windows 10. In the last few weeks, the script has repeatedly stopped after a number of hours.  During the time the script is running, the boxr library gives me a message about renewing an expired OAuth token. Has anything changed about the expiration or renewal of OAuth tokens within the last couple of months, that would explain why this script that used to work no longer does so? Thanks!

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community-managerKnown Participant
asked in Support Forum
"Urgent Assistance Needed: Unable to Restore Deleted Files to Original Location"

I accidentally deleted multiple files and am trying to restore them to their exact previous locations. However, I'm unable to restore one particular folder(error: "We could not perform this action because the designated folder is locked by another operation."), which is preventing me from using the "Restore All" function. I urgently need assistance on how to resolve this issue, as it is time-sensitive.

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community-managerKnown Participant
asked in Support Forum
Unable to access Box support

I go to Account and Billing, support, the only option that I can do is create a post in a public forum. I have no option to create a ticket and work with a support agent. My firm is a paying customer, and we cannot get any support at all. I currently have 3 critical issues that need to be addressed.

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community-managerKnown Participant
asked in Support Forum
Download issues for box to MacBook Pro

Keep getting a "Box hit an unexpected problem. Unfortunately this means you will have to manually upgrade to a newer release once this issue is resolved. Please report this issue to the box user services team. I already tried to remove an re install with no help  

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community-managerKnown Participant
asked in Support Forum
Access to Box account?

Hello, I am new to Box and I am trying to add a managed user, keep getting this error message: "Email already used in a box account but not associated with an enterprise". The person states they may where sent a link from another entity box account to view a folder. How do I get this person access to our box account? 

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community-managerKnown Participant
asked in Support Forum
Missing Folders

Hi,  We are using Box for file sharing purposes and the folders went missing, I am also unable to locate them in the deleted folder too. Can you please help?

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community-managerKnown Participant
asked in Support Forum
Change primary admin

Hello, I need help from box support team to update primary admin for our company box account. Current primary admin has left the company and we need to reassign the role. Thank you.

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community-managerKnown Participant
asked in Support Forum
How to Get Monthly API Request Statistics for my Box App?

Hello, I need help figuring out how to get statistics on the number of API requests my Box App has made each month. Specifically, I'm looking for: The total number of API requests made by my app each month. Any tips or tools to analyze our API usage trends. Thanks!

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community-managerKnown Participant
asked in Support Forum
Next renovation is 30 days but have not the invoice or any notification

Hi, Next renovation is in 30 days but i have not received any advise for payment or the invoice.  I added two emails to receive notifications but i have not received anything from box. Could you help us to activate the notifications and how to proceed to pay the renovation please? Thank you,

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community-managerKnown Participant
asked in Support Forum
MFA lost

I no longer have access to the MFA record for my account. How can I reset this? 

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community-managerKnown Participant
asked in Support Forum
ファイルダウンロード　復活

Drive リリース 2.41.224 よりファイル ダウンロード 復活!!

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community-managerKnown Participant
asked in Support Forum
Driving me nuts

Sorry but this is driving me nuts. I spent an hour with no way forward.  I signed into Box and got an email with the 6 digit code. When I get in, it wants me to setup the folder. I dont want to use the authenticator app, because I work in a secure site, so I rather get an email. I select "Back", it gives me a choice mobile phone, or email. When I click on "continue" for email it states "The email you selected in invalid" when I select SMS msg and enter the 10 digit (3 area code+7 digit mobile phone), it states the phone number is invalid?? I tried a number of times and it's not a user error or a computer error. I tried from 2 different computers and one mobile phone with the same error.  Can anyone help??????

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community-managerKnown Participant
asked in Support Forum
Box Tools Not Opening Certain Files

Over the last handful of days, Box Tools has stopped opening files consistently. Certain files simply won't open with Box Tools, while others open without issue. For those affected files, our group has to download the file, edit it locally, then re-upload it, which is causing some issues since not everyone is consistent with the re-upload step. Is there any known issues currently with Box Tools/Box Edit that might be causing this? Thanks.

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community-managerKnown Participant
asked in Support Forum
Recovering files from local cache folder

I am needing to recover files from the hidden local cache folder from a corrupt hard drive. I have copied the Box folder in the user appdata/local folder to another computer, but not able to access these documents.

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